When discussing customer service, the repeat contact rate is a key indicator that measures the effectiveness of a support service in resolving a request or handling a complaint on the first contact. A repeat contact rate of 50% means that half the time, a customer needs to contact the service again (whether via an online ticket, a phone call, an email, etc.) after the initial interaction. Customer support professionals aim to reduce this repeat contact rate, as it translates into greater productivity and an improved customer experience. To delve deeper into and illustrate the issues associated with the repeat contact rate, concrete examples can be helpful. For instance, an advertiser might use changes in the repeat contact rate as an indicator of the effectiveness of a specific strategy or campaign.