The acceptance rate, and what it leaves out
It is accepted divided by accepted plus declined.
Requests still sitting there waiting for an answer are not in either half. That is on purpose: an open request is not a loss, it is unfinished work, and counting it as a loss would make a good week with a lot of new enquiries look like a bad one.
The consequence worth knowing is that the rate says nothing about your backlog. A caterer with a fine acceptance rate and forty unanswered requests has a problem the rate cannot see. The quote inbox is where that shows up, not here.
The two median times
How long a customer waits for your first reply, and how long they take to accept once they have the quote.Medians rather than averages, because one request you forgot about for six weeks would drag an average somewhere useless while the median stays honest about the normal case.
Each one shows how many orders it is based on. Read that number first. A median calculated from two orders is a coincidence, not a habit, and the count is there so you can tell the difference.
What to do with them
The first number is the one you control. If customers are waiting two days for a first reply, the fastest fix is usually not working harder: it is answering with a real quote sooner, from the quote inbox, on the phone.
The second number is about the customer, not you, but it tells you when a nudge is worth sending. If your typical customer accepts in three days, a quote that has been silent for a week is worth a reminder.
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