We have a question for you: How long after a constituent writes a Member of Congress does it take for the Member to send back a response using our CRM?
We wanted to know. So we crunched some numbers, which we think are a great barometer of staff productivity.
Here’s what we did: We sampled 15 offices that had a previous generation’s CRM product and are now on the Constituent Gateway CRM; Freshman didn’t count because there was no data to compare against. To come up with the numbers, we looked at Member data for the duration they've had the CRM against the same time period the previous year. For example, if the Member started on the CRM in December 2010, the data from December 2010-2011 is compared to the period from December 2009-2010.
Here’s what we found:
- 86% of our customers have improved their response rate since using the CRM.
- The office that showed the biggest improvement in response rate became 7.6 times more efficient at responding to constituent mail, from 23 days to 3 days on the CRM. The runner-up became 5.4 times faster, going from an average of 84 days down to 15 days.
- On average, Constituent Gateway CRM customers respond to constituents 2.4 times faster than their older products.
- One office has an average response rate of less than one day!
We want to know: How do you measure staff productivity? Do you have a target response rate?