Is tracking first response time actually ruining customer support quality?

We spent weeks optimizing canned responses and automation just to drop our initial reply time down.

The numbers looked awesome on paper.

The catch? users kept replying back with follow-up questions because the fast answer didn't actually solve their issue. Taking an extra minute to send a complete answer up front saves way more back and forth in the end.

What main metric do you actually care about when measuring support success?