Reply within 2 minutes on weekday mornings · Northstar Wellness

Found
Proposed
Testing
Result
In use

Result after 8 weeks

Supported

New way31%37 of 120 morning inquiries

Usual way22%26 of 120 morning inquiries

Difference+9 ptslikely +2 to +16 points

By weekNew wayUsual way

Wk 1Wk 2Wk 3Wk 4Wk 5Wk 6Wk 7Wk 8

Supported. The range stays above zero, so the comparison backs the change. Show-ups 72% and 71%, the same in both groups.

What the agent found

Supported

Weekday morning inquiries waited 11 minutes for a first reply. For 8 weeks, half of them got a reply within 2 minutes. That half booked 31% of the time, against 22% for the rest.

Morning inquiries: 240
Reply before: 11 min
Booked, fast reply: 31%
Booked, usual reply: 22%

Fast-reply group booked within 5 days, by week of the testFast replyUsual 22%

28%33%30%32%31%29%33%32%

Wk 1Wk 2Wk 3Wk 4Wk 5Wk 6Wk 7Wk 8

The test

What it might mean

120 inquiries in each group, split at random
+9 points observed, likely +2 to +16
Show-ups were the same in both groups

The change

Today

First reply on weekday mornings: 11 minutes on average

Proposed

First reply on weekday mornings: within 2 minutes

Test plan

Predicted +3 to +8 points booked on weekday mornings

Who: Half of weekday morning inquiries, all 3 locations
Compared with: The other half kept the 11 minute average
Success measure: Booked within 5 days
Guardrail: Show-ups stay the same
Stop rule: None needed
Length: 8 weeks