Measures how often the same issue requires multiple visits or follow-ups to fully resolve.

What it Measures ?

How often customers call for the same problem again.

Relevant StakeHolders 

Support Team Leads, Quality Control

In-depth Use Case / Real-world Example

If a cooling unit is fixed today but breaks down again next week, it reflects poor root cause analysis or ineffective servicing. High repeat calls mean wasted time and cost, and annoyed customers. Tracking this helps identify training needs, flawed procedures, or subpar parts being used. Reducing repeat calls improves both cost efficiency and customer satisfaction.