Technician
Unit: percent
Lower is better
About This Metric
Measures service quality and first-time fix rate. High callback rates indicate training needs, product issues, or unrealistic customer expectations.
Formula
(Callback Appointments / Total Completed Appointments) x 100Data Sources
- diamond-appointments
appointmentTypestatuscustomerId
Caveats & Limitations
- •Definition of 'callback' varies by company
- •Some callbacks may be unrelated to service quality
Tags
#quality
#rework
#customer satisfaction
Calculation Source
Real-time (Cosmos DB)