Facebook Measures and Shares Response Times

Facebook tells users average response time and percent on a small business page

Your Business Facebook Page’s response rate and response time measures how quickly and consistently you respond to messages from users on Facebook.

A business with a high response rate and fast response time will display Very responsive to messages badge visitors to the page see.

Response Rates

Your Page’s response rate is the percentage of messages that you and other people who manage your Page responds to.

A message counts toward your Page’s overall response rate if it’s the first message a person sends your Page after neither of you has sent messages for at least 24 hours.

Your Page’s overall response rate is based on messages received in the 30 days prior to the last message that counted toward your response rate. For example, if it’s September 6, and the last message your Page received that counted was on August 30, then your Page’s response rate is based on messages that occurred from August 1 to August 30.

If your Page has received fewer than 10 messages in this time span, your Page’s response rate will be based on the last 10 messages received. If your Page has received fewer than 10 messages total, it’ll be based on all messages ever received.

Response Time

Your Page’s response time gives people an expectation of the amount of time it takes your Page to respond to messages.

A message counts toward your response time if it’s a response to the first message a person sends your Page after neither of you has sent messages for at least 24 hours.

Your Page’s response time is an average of the fastest 90% of response times to messages received in the 30 days prior to the last message that counted toward your response rate.

For example, if it’s September 6, and the last message your Page received that counted was on August 30, then your Page’s response time is based on messages that occurred from August 1 to August 30.

If your Page has received fewer than 10 messages in this time span, your response time will be based on the last 10 messages.

If your Page has received fewer than 10 messages total, it’ll be based on all messages ever received. People can see your response time when they visit your Page or when they open a chat with your Page in Messenger.

What Messages Are Included In My Page’s Response Rate and Time?

Message replies that your Page sends manually are included in the calculation of your Page’s response rate and time. Keep in mind that the following types of messages aren’t included in the calculation of your Page’s response rate and time:

Instant replies
Away messages
Messages marked as spam or that you mark as done
Messages people send within the first 24 hours in response to a Page-initiated message, such as a broadcast or a private reply to a comment or recommendation

Recommendation

For the small business owners, and especially contractors and services businesses, assign people to response as quickly as possible. For restaurants and brick and mortar retail stores ensure during open hours response happens quickly.

Often the key to successful cash converting engagement lies in the speed of response. Winning the customer with a quick response while competitors stick to business hours or fail to respond tells customers your company is on the ball earning a great first impression.

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