Why Time To First Response Matters (the 18 hour rule)

We recently looked at a large dataset of several dozen communities to determine if the time to first response influenced the odds of someone participating again.

This is what we found:

After just 18 hours, the likelihood of a member ever participating again drops precipitously.

If you’re looking at a community system today, I’d suggest:

1) Develop a system to flag when a newcomer has made their first post.

2) If the newcomer didn’t get a response within the first few hours, flag the post to the community team or participants of the MVP program.

3) If there still isn’t a response after 18 hours, respond yourself as a priority.

I’d love to see community platforms that could prioritise questions to reply to by attributes like this. But until we have this, it’s worth doing yourself.

Comments Off
©2021 FeverBee Limited, 1314 New Providence Wharf, London, United Kingdom E14 9PJ FEVERBEE

We’d like you to join us.

We’re a group of community professionals who push each other to the cutting edge of our work. Every day we share our experiences, highlight new expertise, and push one another to become the best community builders we can be.

The day you join, you’ll get access to 1000+ practical tips, dozens of resources, and unlimited access to the top experts in our space. You’ll also get to see how we go about building a community amongst our own audience.

It takes just 30 seconds and doesn’t cost a thing.


Level Price  
ALL COURSES $750.00 per Month.
Community Development Program $1,100.00 per Month.
Director of Community $8,770.00 per Month.
Community Accelerator (founding members) [monthly] $25.00 now.
Community Accelerator (founding members) [annually] $250.00 per Year.
Community Accelerator and FeverBee Intelligence [monthly] $45.00 per Month.
Community Accelerator and FeverBee Intelligence [annually] $450.00 per Year.
Full Community Upgrade (Large Enterprise Only) [monthly] $750.00 per Month.
Full Community Upgrade (Large Enterprise Only) [annually] $7,600.00 per Year.