Responsiveness Metrics
Issue resolution and communication effectiveness
Last 30 Days
4.2 hrs
First Response Time
↑ 15% improvement
8.5 days
Time to Resolution (TTR)
↑ 25% improvement
6.2/7
Customer Effort Score
↑ 0.3 points
73%
First Contact Resolution
↑ 8% improvement
Response Time Trends
Resolution Efficiency
Communication Metrics
Communication Frequency Compliance
96%
Excellent
Escalation Rate
12%
Good
ECR Cycle Time
18 days
Needs Improvement
Issue Categories
Recent Critical Issues
| Issue ID | Program | Category | Reported | Response Time | Status |
|---|---|---|---|---|---|
| ISS-2024-0156 | F-150 | Software | Oct 7, 2024 | 2.5 hrs | Resolved |
| ISS-2024-0157 | Mustang | Hardware | Oct 8, 2024 | 6.2 hrs | In Progress |
| ISS-2024-0158 | Explorer | Integration | Oct 9, 2024 | 1.8 hrs | Resolved |