Need help with wording on our site.
Today we had a client who opened a ticket and then after an hour they posted an angry reply to the ticket about how they were disappointed our "Average Ticket Response Time" stated 17 minutes and they expected a response within 30 minutes to their support ticket.
So this got me thinking that advertising an average response time is misleading and clients are viewing this "average" as a guarantee and anything beyond the average is deceitful. While I understand there are people who don't know what the word "average" means in terms of math (taking the sum of X numbers and dividing X numbers meaning that unless all numbers are equal there will always be a number higher than the average) I am looking for the best possible way to advertise our average ticket response (that we've gotten A LOT of great press from and clients always include it in their reviews of us) while still keeping clients informed that it is not a guarantee and in certain instances cannot be met (i.e. if both support staff are sleeping or 1 is on vacation or Florida is underwater).
Here are 2 KB articles we have publicly available, are they also misleading as to what to expect from our support for non-emerengies?
I really don't want to mislead potential clients or cause additional anger for current clients so any insight (short of removing the average from our websites) is greatly appreciated.