Essentially, there are two measurements that Facebook take- response rate and response time.
This is the percentage of messages that your page responds to. A message will count towards your rate if it’s the first message received after at least 24 hours without communication. The overall rate will be based on the messages received 30 days prior to the latest message in your inbox. If your page has received less than 10 messages in its lifetime, the rate will be based on these until more than 10 are received.
This is the expected time it will take for your page to respond to a single message. A message successfully qualifies for your response time when your interaction with a user is dormant for at least 24 hours. This response time figure is the average of the fastest 90% of responses to messages received in the last 30 days prior to the latest message received. If your page has received less than 10 messages in its lifetime, the time will be based on these until more than 10 are received.
However, only manual message responses and via API contribute to your responses rate and time. The following do not contribute:
- Instant automated replies
- Away replies
- Messages people send you when you're inbox is offline
- Messages marked as spam
- Messages you mark as done
- Messages people send within the first 24 hours in response to your Page-initiated message
Now you know how they measure these factors, it is essential you have someone appointed to rapidly manage and respond to your business’ Facebook inbox. If you have a poor response rate and time, your social media presence could be negatively affected as a result.
If you would like to know more about our Social Media Services, please do not hesitate to contact us- Give us a call on 01702 410663 or email us at firstname.lastname@example.org today.