Shopify Ops Glossary
First Response Time (FRT)
How long it takes your team to send the first reply to a new support ticket.
Definition
First Response Time is measured from when a customer submits a ticket to when your team sends the first reply. It is the most visible ops metric from a customer's perspective.
Why It Matters for Shopify Brands
Study after study shows that response time is the #1 determinant of customer satisfaction in support interactions. Customers forgive mistakes — they do not forgive being ignored.
Benchmarks
Email: under 4 hours is good, under 1 hour is excellent. Live chat: under 2 minutes. Social DMs: under 2 hours.
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