Article | December 30, 2020

What First Time Fix Rate Won't Tell You About Service Performance

Source: Aquant
Question Bad Idea

And Other Findings from the Service Intelligence Benchmark Report

When was the last time you did a thorough analysis of your service KPIs -- everything from understanding how team performance is impacting customer satisfaction to how first time fix (FTF) rates are driving up service costs?

If you’re anything like most of the organizations we work with, you haven’t. 

Here at Aquant, we take a deep dive into data to help service organizations better understand how their operations compare to others in the industry and how to turn that knowledge into actionable recommendations to boost service performance. 

Based on an analysis of actual service records from more than 2 million work orders and long discussions with service leaders about pain points, budget concerns, and service delivery goals, Aquant released the 2020 Service Intelligence Benchmark Report.

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