Reply times
A reply time you can check, not a claim.
Every reply-time figure KWIK L ONE shows, on a business's desk or its public page, is computed from stored records by the formula on this page. When the formula changes, the change is dated here and old figures stay as they were.
How a reply is timed
One enquiry, one first reply, one number. The same rules for every business, in every country.
- An enquiry
A customer's message after six hours of quiet on that conversation, or a call. A customer who writes three messages in a row is one enquiry. The clock starts when the message reaches KWIK L ONE's server, to the millisecond.
- The first reply
The first real reply from the business, whether KWIK L ONE wrote it or a person did. Where WhatsApp or the phone company stamps the time it left their servers, that stamp is used; otherwise KWIK L ONE's own. A holding line ("someone will be with you") counts only if a real answer follows within the hour.
- The number
The median first reply over the last 30 days, with the 90th percentile and the count beside it. Never the average: one slow night would hide a fast month, or the reverse.
- Within a minute
The share of enquiries answered within 60 seconds, and separately within 5 minutes for comparison with the industry. The share is a ratio on one set of enquiries, so it can never exceed the whole.
- In hours, after hours
Two numbers, never one. After hours is before 9:00 a.m. or after 6:00 p.m. in the business's own time, or its weekend.
What is left out, and said so
Every excluded enquiry is kept with its reason, and the desk lists them. Nothing is silently dropped.
Messages the shield screened out never count as enquiries, so a blocked scam cannot look like a fast reply.
Its team's numbers and its test numbers, so the owner trying the desk never improves the figure.
An enquiry with no reply within 24 hours counts as not answered. It stays in the count; it never becomes a median. If more than half were not answered, there is no median to show.
Checked, not claimed
Each business's enquiries and replies are written to a chain where every row holds the hash of the one before. Once a day KWIK L signs the chain's head, the 30-day median and the count. Anyone can check that record with the public key.
Date, the chain's head, enquiries, answered, median, and whether the standard is met, signed by KWIK L with Ed25519.
Published at /v1/public/ledger/key. A record and its signature can be checked at /v1/public/ledger/check.
On the desk, every figure opens the exact rows it was computed from, and a button recomputes it from those rows alone. A stamp changed after the fact fails the check.
The standard
KWIK L Verified means a median first reply under 60 seconds over 30 days, with at least 30 enquiries. A business's badge is valid only with a fresh signed day; when the days stop or the median rises, the badge switches itself off.
Changes to the method
Every change is dated. Figures computed under an earlier version keep that version's number.
Version 1. First published definitions: first reply time (median and p90), the share within a minute, booking rate as a 14-day cohort, show rate. In hours and after hours reported separately.
Every business has its own page
A KWIK L ONE business can publish its measured reply time at kwikl.com/v/its-name, with the signed day behind it. The figure appears only with 30 enquiries or more in the window.
No competitor's figure is quoted on this page. Only a measured median with a signed record behind it is shown anywhere on this site.