Library · Refunds · How to run this
First reply is not the CSAT score
First-reply hours and CSAT make hours per point. Hours/point = first-reply hours ÷ CSAT. Type both.
Pair: First reply vs CSAT on Refunds. Labor: CSAT vs handle time. SLA: SLA breach cost.
What you type
First-reply hours — average first-reply time in hours for the window.
CSAT — CSAT score for that same window (typed scale).
Hours/point = first-reply hours ÷ CSAT. Staff or triage when hours/point is fat — do not invent a speed chip.
What not to do
Do not invent hours/point. Do not mix resolution time into first reply. Do not treat survey response rate as CSAT. Do not average every queue when one owns the lag.
Related: Refunds, CSAT vs handle time, SLA breach cost, escalation to chargeback.
Procedure
- Type first-reply hours and CSAT.
- Read hours per CSAT point.
- Staff or triage when hours/point is material.
Failure modes
- Inventing hours/point.
- Mixing resolution time into first reply.
- Treating survey response rate as CSAT.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- Hours per CSAT point
- Average first-reply hours ÷ CSAT score.
Work with us — We run this job on your accounts. Services
FAQ
- Is this CSAT vs handle time?
- Sibling labor $. [CSAT vs handle time](/manuals/gorgias-satisfaction-vs-handle-time) prices handle minutes per CSAT point. This page is first-reply hours ÷ CSAT.
- Is this SLA breach cost?
- Related clock $. [SLA breach cost](/manuals/zendesk-sla-breach-cost) prices tickets past SLA. This page is first-reply speed vs CSAT score.
- What hours/point should I invent?
- None. Type average first-reply hours and CSAT from the same helpdesk window.