Response Time
The time between a request being logged and first response.
Definition
Response Time is The time between a request being logged and first response. It comes up most often when service promises need to be turned into measurable response and closeout times.
The term keeps showing up because timing standards are what separate a well-run maintenance team from a backlog that only looks busy. They are especially useful when comparing vendor performance or resident experience across buildings.
Use cases
Use Response Time to measure whether response and close times are actually meeting promise.
Review Response Time when the team needs to compare vendors or buildings on the same service standard.
Track Response Time so operations can show whether backlog is a workload issue or a speed issue.