Response time vs resolution time
Response time is how long a tenant waits for a real reply. Resolution time runs until the repair is confirmed fixed. Both start at the first report.
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Response time and resolution time measure two different waits, and teams that track only one tend to look better than they are. Response time ends when the tenant gets a reply that says what happens next. Resolution time ends when the repair is done and confirmed. A fast reply followed by a two-week wait is still a two-week repair.
| Measure | Response time | Resolution time |
|---|---|---|
| Starts | The tenant’s first message or call | The tenant’s first message or call |
| Stops | The first reply that says what happens next | The tenant confirms the fix, or a photo or note shows the finished work |
| Tells you | Whether tenants feel heard | Whether problems actually get fixed |
| Slips because of | Nights, weekends and a busy office | Slow vendors, parts and return visits |
An example
A tenant texts about a leaking toilet at 8:15 PM ET. The on-call person replies at 8:20 PM ET with the next step, so response time is 5 minutes. The plumber comes two days later, and the tenant confirms the fix that afternoon, so resolution time is just over two days. Both numbers go on the work order.
How Now Ours handles it
Ours answers tenant calls and texts at any hour in your company’s name, and every message and booking is recorded on the case with the time. A job counts as done when the tenant confirms the fix, or the vendor or technician marks it done with a photo or note, so both numbers come from the same record.