SVC-04
Comeback Root-Cause Log
Every comeback, including the ones that were not the shop's fault — otherwise the pattern hides in noise.
Comebacks
| Date | Original RO | Technician | Category | Customer description | Root cause (not "technician error") | Fix agreed | Follow-up checked? |
|---|---|---|---|---|---|---|---|
"Technician error" closes a ticket. It rarely is the root cause — keep asking why until you reach something fixable.
Rate this log is measured against
- under 5%
- top-performer band — PROPOSED, pending specialist review
- 10%
- outer ceiling worth treating as a real problem — PROPOSED, pending specialist review
- 90%+
- industry standard commonly cited near 70%; top performers 90%+ — PROPOSED, pending specialist review
Log every comeback, including customer-caused ones logged honestly as such. The pattern lives in the category and the timing far more than in one person.