Facebook Pages Measure Customer Response Rate

As part of efforts to make Facebook more appealing to business owners, the social networking platform has introduced more customer service-focused features – most recently, the ‘response rate’ addition.

facebook response rate

This shows a Page’s responsiveness to customer messages, and if the rate is high enough, admins can proudly display an icon or badge below the Page cover photo to visitors.

facebook page very responsive

According to Facebook guidelines, to get the ‘very responsive’ icon to show, Page managers must fulfil several conditions over the last 7 days: i) respond to 90% of messages, and ii) maintain a median response time of 5 minutes for all replies.

Don’t see the ‘response rate’ feature?

There could be a couple of reasons for this.  Firstly your Page must have been set to allow people to contact you (the Page) for the metrics to be available.  It could also be that Facebook is gradually rolling out this feature.

Earlier on Facebook introduced the ‘Saved Replies’ feature that allows Page managers to respond to incoming messages with pre-written replies.

facebook page saved replies

What do you think of the new ‘response rate’ feature?  Will it help improve the management of your Facebook page?  Leave your comments below or join us on Facebook.

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