Comeback rate

Definition

The share of repairs that come back for the same complaint and are redone at the shop's cost.

Why It Matters

A comeback is one job paid for once and done twice, so it eats the technician hours a shop sells and the customer's trust in one stroke. Shops seldom track it because nobody wants to, which is exactly why asking for it tells you how the place is run. Ask for comebacks as a share of repair orders by technician for a year, and read a shop that cannot produce the number as one that has not been measuring its own rework.