How fast do we actually answer?

Your charger has not sent any sessions for two days. Or you see an amount you do not understand. You send us a message, and from that moment you want to know one thing: when will someone look at it?

"You respond so fast." We hear that a lot. Nice to read, but a feeling is not a measurement. So we got out the clock, on more than 12,000 questions from the last 90 days.

What you can expect

These are the figures for the last 30 days:

• Half of the questions had an answer within an hour.
• Nine in ten had an answer within 24 hours.
• 214 times the answer came within a minute.
• On working days between 8:00 and 18:00, 56% had an answer within an hour.

That answer comes from a person. An automatic confirmation does not count in these figures.

When do you get help fastest?

• In the middle of the afternoon. A question that comes in around three o'clock gets an answer within 18 minutes in half of the cases.
• In the evening we keep reading until about ten o'clock, though that varies per evening.
• After midnight your question waits for us until the next morning. Then you wait a few hours. We sleep too.
• On Saturday we answer too, only slower: around two and a half hours.

Through WhatsApp you got an answer faster than through the app: 26 minutes against 64 minutes. You do not have to choose. The app, the dashboard, WhatsApp and email all end up in one conversation with us. So you never tell your story twice, and we see right away what you asked before.

A fast answer is not always the solution

The clock stops at the first answer from a person. Sometimes that is the solution straight away. Sometimes it is a question back, or a message that we are looking into it.

That depends on your question. "When do I get my payout?" we answer in a minute. "My charger no longer sends sessions" we do not. Then we first look at the data of your charger: when did the last message come in, and what did it send then? That takes time, and you see that in the figures.

How to get help faster

• Send your question through the app or the dashboard. Then we see right away which account and which charger it is about.
• Say what you see and since when. "Since Tuesday there are no more sessions" helps us more than "it does not work".
• Send a screenshot if you see an error message.

From almost three hours to half an hour

We were not always this fast. In March, our first month, 18 people asked us 23 questions in total. A few stayed open for days, because we were still busy building. The real starting line is in May.

Month	Questions	Median response time
May 2026	1,256	2 hr 52 min
June 2026	1,411	2 hr 25 min
July 2026	3,245	48 min
August 2026	4,425	30 min
September 2026	4,267	58 min

In May the median was almost three hours. In August it was half an hour, while more than three times as many questions came in. The biggest difference: everything now comes in as one conversation per customer. So we see right away who is waiting, and for how long.

And then September

In September you waited longer again: almost an hour. The last week was at an hour and a half.

More new customers joined, and more questions that need investigation: a charger that no longer sends sessions, a connection that expires. We do not make it look better than it is. joulo.nl/support (in Dutch) shows the figures, measured again every night. Also when a week is disappointing.

How we measured

• The clock starts at the first message where you are waiting for us. If you send three in a row, the first one counts.
• The clock stops at the first answer a person sends.
• Nights and weekends count. A question from midnight waits until we pick it up the next morning.

We always give the median: half of the questions got an answer faster, half slower. That way one question that stayed open for a week does not skew the number.

Why we show this

Our technology does most of the work: connecting, measuring, booking, paying out. But when something does not work, you want a person who looks into it. Preferably the same day.

That is why we do not promise "always within an hour". We show what we did, measured on every question. Just as you can see every ERE sale in our sales log.

Do you have a question? Send us a message through the app or the dashboard. Then it counts in the next measurement on joulo.nl/support (in Dutch).