Insight Detail
Support response time impacting satisfaction
88% confidence · Created Aug 21, 2026
AI Summary
Average first-response time increased to 4.2 hours, correlating with declining NPS in mid-market segment.
Mid-market accounts experiencing response times above 3 hours show 12-point NPS drops. Peak volume occurs Tuesday-Thursday 10am-2pm EST.
Supporting Data
Avg Response Time
4.2 hrs
NPS Impact
-12 pts
Peak Volume
Tue-Thu
Tier 1 Tickets
62%
Recommended Action
Implement AI triage automation for Tier 1 support requests during peak hours.
Related Records
Juniper Foods
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Activity
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