What does it mean responsiveness in Customer Service with suitable story?

Customer Service Responsiveness is a supply chain operational reference (SCOR), which measures the total time required to fulfill an order from its inception to its final delivery, and the benchmark of best delivery time against industry average. 

For example

Order            Order Fulfillment Process Time    Dwell Time        Gross Fulfilment Type

A                                   28                                    5                              33

B                                   30                                    5                              35

C                                   26                                    5                              31

Total Time

Responsiveness refers to a situation where a company or service provider effective & efficiently responds or reacts to customers' plea, complaints, advise or suggestions in order to close a gap or improve something in the service provided. Customers may buy goods that expired, they may come back complaining thus they service prover or company will respond or react to the situation & sort it out as soon as possible. 

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