Hi @chunkysteveo I’d like to see something like this as well. For some reason I seem to get way too many orders that come in the middle of the night, or 11:30pm on a Friday, when I’m in no position (sometimes no fit state) to respond, so by the time I’m at my desk I’ve already received a warning/reminder about responding. What is it about 3D customers that has them up all hours of the night?
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Hi Stephen,
glad you like the new updates. Currently we do not take opening hours in account. We took the fast approach to validate if displaying response time and “Online Now” will have a positive impact. Now that we know how important this is for the customers, we will work on a proper solution for opening hours in the next quarter.
Adam, 3D Hubs
Thanks Adam - so just to confirm… if I customer submits an order at 10pm and I don’t see it till 8am when I get a message - that will add 10 hours onto my response average time calculation?
Steve
Currently yes. From the data we saw a majority of orders are submitted during regular business hours. It is a bit surprising that you get so many orders late at night. We are also considering a faster fix where we exclude these hours from the calculation.
Adam, 3D Hubs
Thanks Adam - I may only recall the late night submissions compared to the regular “day” ones as they are unusual to see the time logged. At least we know for now - and I can set up an email alert or something similar on my phone for the new order confirmation emails we still get at the time of logging.
To add a side note - I think the SMS texting is probably the most useful tool on the 3D hubs platform in terms of response and reaction rates!
Cheers,
Steve
I would guess that the likelihood of an order appearing inside or outside business hours will depend greatly upon the nature of the order. Someone ordering for a company is probably more likely to order while at their desk (if they work normal business hours!) while someone ordering for a personal project/gift is possibly more likely to finish their model at any time of the day, perhaps late at night or early in the morning if they’re beavering away trying to finish it. (How many times have I been working on a 3D model thinking “I’ll just do this”, then “I’ll just do this”, then finding it’s 3am).
I seem to recall getting a lot of early morning orders, but in truth they’re probably the minority overall, and they’d have to come in when I was actually asleep for me not to at least post a brief response via mobile. I still think it’s a good idea to allow for hours of the day when responses may not be as rapid, both for the customer and the Hub. The customer should be warned that the Hub may not respond until (insert time), and the Hub shouldn’t be penalised for not being able to respond to a posted order at 3am.
i had some off-hour orders lately… my average response time went from 20 minutes to over 1 hour 
not ver satisfied with the last update… I worry that this will have a negative impact in the customer’s choice
Agree. It is on the top of our list.
Adam, 3D Hubs
my hub says 9 hours response time. I have never taken 9 hours to respond. but all my orders so far on this site have come through during over night. also has anyone else had a problem with the text messages not getting to you for a few hours. some times I get them right away but most take over an hour to get to me.
That is not response time but Accept decline time. Response time is calculated from Accept decline time and Order comment time. Your actual response time displayed on the site is around 3 hours. I know this is a bit confusing so we are working on displaying a graph with Response time on your Hub Insights.
I will investigate your problem with the sms delivery, but it is a 3rd party service which makes it hard to debug.
Adam, 3D Hubs
Regarding the SMS service jminer85 too - it is only “active” between 8am and 10pm… any updates or new orders after 10pm will only get sent to your phone at 8am.
Steve
thanks for the response I do thing this is the problem as most of my orders so far on this site have been late night orders.
sorry but I checked and response time that is displayed on the site is 6hr 59 min. I checked and yes the 9 hr was the wrong metric I do apologies about that. but still I don’t wait 7 hrs to respond. where did you see 3 hr response time? here is screen shot of what people see.
26 days later
how long would we have to wait until this issue will be fixed?
Probably a while, as it’s not really a “fix”, more of an update. Now that response timing is taking more presedance, 3D Hubs are changing how that it timed, but they are not “fixing it”, but changing how it works.
Soon hopefully!!!
Currently if I get a text or email for an order during the day, I aim to react/respond in seconds just to help my average if one then comes in at night. It’s not a good solution, but all I have for now!
Steve
This cannot happen soon enough. I’ve been hit badly by several out-of-hours orders and have gone from 10 minute response time to several hours, with no actual opportunity to respond (being asleep and all that).
there post was 27 days ago I don’t thing they care much about fixing things.