RESPONSE RACE
An identical enquiry is submitted to every entrant through every public channel. We record the first acknowledgement, the first genuinely useful answer, after-hours behaviour and whether anyone follows up. Times shown are illustrative demo values.
About this sponsorship
FlowCRM funds the mystery-shop panel. It cannot influence which brands are entered, when enquiries are sent, how responses are timed, or the published result — including its own clients’ results.
Observed response times
| # | Entrant | First reply | First useful | Web form | Social DM | After hours | Follow-up | Score | ||
|---|---|---|---|---|---|---|---|---|---|---|
| 1 | Capitec | 4m | 38m | 3m | 2h 10m | 51m | 22m | Yes | Yes | 91 out of 100 — strong band |
| 2 | FNB | 11m | 1h 04m | 9m | 3h 22m | 1h 40m | 35m | Yes | Yes | 84 out of 100 — strong band |
| 3 | Standard Bank | 48m | 3h 12m | 41m | 6h 05m | 4h 20m | 1h 12m | No | No | 62 out of 100 — trailing band |
| 4 | Absa | 1h 22m | 5h 40m | 58m | 8h 30m | 6h 12m | 2h 04m | No | No | 54 out of 100 — trailing band |
What a slow answer costs
In the automotive panel, the gap between the fastest and slowest entrant is roughly seven hours of customer attention. Enquiries that wait overnight convert materially worse than those acknowledged inside a minute.
The 30-second standard
Acknowledge, qualify, set an expectation, route to a human in the morning. Signal Labs 002 shipped this in three weeks and reached a 12-second median acknowledgement.
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