Resolution time is the time from when a customer's request is received to when the problem is fixed and confirmed resolved. It includes every visit, wait and delay along the way.
It is the customer's view of the whole job. Response time measures how fast you showed up. Resolution time measures how fast the problem went away.
How to measure resolution time
Resolution time = Resolved timestamp − Request received timestamp
Average resolution time = Sum of resolution times ÷ Resolved requests
Say 60 requests were resolved last month with a combined 360 days between request and resolution. Average resolution time is 6 days.
Then split the resolved requests by how many visits they took. Requests fixed on the first visit and those that needed a return trip usually have very different resolution times. Seeing both groups tells you how much of your average is caused by return visits.
Why it matters
Resolution time for a single-visit job is roughly the wait for a slot plus the visit. For a multi-visit job it adds the gap between visits, which often includes waiting for a part and waiting for a new slot:
Resolution time ≈ Response time + Diagnosis + (Wait for parts + Wait for slot + Return visit) × Return trips
That is why first-time fix rate is usually the biggest lever. Each return trip adds days, not hours. Better information at intake, the right truck stock and enough time booked all reduce it.
When a return visit is needed, rebooking it quickly matters. A return visit that can only be placed where a truck can actually reach it, close to other work, gets scheduled sooner. The first-time fix rate page covers the main causes of return trips, and service level agreements explains how resolution targets are written.
A common mistake
Closing the request when the technician leaves rather than when the fix is confirmed. If the problem comes back the next day, the original request was not resolved. Reopen it rather than opening a new one, or the number will look better than the customer's experience.
Related terms
- Response time is the first part of resolution time.
- Mean time to repair is the equipment-level version.
- Callback rate catches repairs that did not hold.
Common questions
What is the difference between resolution time and mean time to repair?
Resolution time is measured on a customer request. Mean time to repair is measured on equipment. For a single failed unit they can be the same; for a request covering several issues they differ.
Should waiting for the customer count toward resolution time?
Most SLAs pause the clock while waiting on the customer, for approval, access or customer-supplied parts. Record pauses separately so you can report both versions.
How do I reduce resolution time?
Improve first-time fix rate, shorten the time to rebook return visits and keep common parts on the truck.