Filter by message states (for user id: -1, login: Anonymous):
results: 10
topic id 14288: Declined "Leads" charged
topic id 18721: Old format
topic id 19454: Marketing Executive From Thumbtack Chooses Promoted Lead, Then Radio Silence
topic id 18206: New Model?
topic id 7183: I'm trying to remove a credit card remove ,from payments,system wont let me
topic id 17313: Thumbtack pricing for professionals
topic id 16038: Quote pricing calculations
topic id 16031: Fixed Rates vs Hourly Rates
topic id 100: Is quick reply worthy of charge?
topic id 578: Only Pay For Contacted Leads?
Level 7

How are "Response rate" and "Response time" calculated?

According to my Insights on the mobile app, my 24 hour response rate over the past 30 days is 83%. I have responded to every customer in the past month, usually within an hour, so how is it not 100%? I've never seen it show 100%; only 90-something or 80-something. Where are all these customers who I'm not responding to within 24 hours? 

The Response time is currently 8 hrs 3 mins, which again, is far off the time I take to respond. 

It honestly does seem like Thumbtack is just making up these numbers. How can they be so far off reality? 

0 Kudos
2 responses
Moderator Meckell

Re: How are "Response rate" and "Response time" calculated?

Hi @Daniel_O, thanks for bringing this to my attention! I'm digging into your account to see what's going on. Once I get some answers, I'll be sure to send you a private message with more info. We'll get this figured out!

Level 7

Re: How are "Response rate" and "Response time" calculated?

Thank you! It's been like this for months and always bothered me, just never enough to make me speak up.