Case Study

How much are repeat visits costing your service operation?

Most service businesses have never measured it. Here is a simple framework to find out.

Only Three Questions?

QUESTION 1

Do you know your first-time-fix rate - the percentage of calls resolved on the first visit?

Yes, I track thisRoughly, but not preciselyNo, I don't measure this

QUESTION 2

Yes, it is tracked and flaggedSometimes, if someone noticesNo, it just becomes part of the call volume

QUESTION 3

Yes, by model and fault typeI have a sense but no dataNo visibility on this