P1MeasuredService signal · ETA complaints
Proactive technician ETA texts 30 minutes before arrival
- Recommendation
- Assigned
- In Progress
- Completed
- Measured
- Owner
- Tom Keller
- Department
- Operations
- Created
- 2026-08-12
- Due
- 2026-08-30
Expected impact
Reduce ETA-only calls by 35%
Measured outcome
ETA complaints fell 38/week → 21/week (-44.7%) over four weeks
Before
38
After
21
Avoidable: ETAAll branches118 evidence