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First-contact resolution (FCR)

FSO v1.0
Updated: 2025-08-13

Definition

Share of tickets closed without a second interaction with the driver/customer.

Technical Details

Unit

%

Example

Target: ≥70%.

Related Terms

CSAT (Customer Satisfaction)

Post-interaction rating from drivers or partners.

SLA (Service-Level Agreement)

A formal target for a measurable outcome (e.g., "answer time P90 ≤ 60 s"). SLAs use distributions (P90) or medians, not means.

Part of the Fleet Super Operator Standard (FSOP) v1.0 •Editorial Policy