First Response Resolution
Solving a request without multiple follow-up rounds.
Definition
First Response Resolution is Solving a request without multiple follow-up rounds. Teams usually run into it when the team is trying to measure whether service was fast enough, good enough, and credible enough to rebuild trust.
What makes it useful is that quality metrics stop the operation from hiding behind activity volume when residents still feel underserved. They work best when paired with actual request history and follow-up notes.
Use cases
Use First Response Resolution to measure whether service felt resolved, not just touched.
Review First Response Resolution when the team needs to compare resident trust against the actual request history behind it.
Track First Response Resolution so operations can keep activity volume from masking poor service quality.