HR Query Resolution Time
Average time taken by the HR team to resolve employee queries or cases
What is HR Query Resolution Time?
HR query resolution time is the average time from an employee raising an HR question to it being resolved. It shows how responsive the HR service is.
Fast, clear answers improve employee experience and free time for managers and employees.
How this KPI is measured
- Function
- Human Resources
- Sub-function
- HR Operations
- Industry
- All Industries
- Type
- Lagging
- Impact
- Quality
- Unit
- days
- Measurement frequency
- Monthly
- Formula
- Sum of time from query raised to resolved / Number of queries resolved
How to calculate it
Add up the time from query raised to resolved and divide by the number of queries resolved.
For example, if 200 queries took a combined 500 days to resolve, the average is 2.5 days.
Split by query type, since a simple payslip question differs from a complex case, and track the longest cases.
Where it is used
Improving service
Speed up answers.
Finding bottlenecks
Identify slow query types.
Planning capacity
Staff HR support.
How to improve it
Tips and common mistakes
- Resolution quality matters as much as speed.
- Look at the longest cases as well as the average.
- Collect feedback on resolved queries.
More Human Resources kpi library
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