iON's 30 Minute Goal
We actually track this metric. It is up on one of our 65" 4K monitors that track all of our service metrics. We are generally between 17 and 20 minutes. Everyone at iON sees this metric and is constantly trying to keep it as low as possible. It tells us a lot, if the goal gets to high it means that we are to busy to provide the level of service that we hope to provide. We start looking at other metrics to determine what is causing us to be busy. Then we fix the problem.
We don't always made this goal but we work hard to do so.