Which metric is used to determine whether incidents were managed effectively on the initial visit?

The metric that accurately reflects whether incidents were managed effectively on the initial visit is "Repeat Dispatch per DST." This metric assesses how often additional visits are required for issues that were initially addressed. If a high number of repeat visits occur, this suggests that the original handling of the incident was inadequate, indicating a gap in problem resolution skills, procedures, or tools used during the first encounter. Consequently, this metric is a direct indicator of the effectiveness of support during the initial interaction with the customer.

On the other hand, response time measures how quickly a technician arrives or starts working on an incident; while important, it does not directly evaluate the effectiveness of the incident resolution itself. Service level targets are specific standards set for performance but do not provide detailed insights into whether the underlying issues were resolved on the first visit. Customer satisfaction reflects the overall experience of the customer but may not specifically correlate to whether the incident was effectively managed on that initial visit, as customers may be satisfied regardless of whether their problem was fully resolved.