IV. Discussion

Last updated 2 months ago

IV. Discussion

The deployment of TFIX over a one-month pilot period from December 18, 2024, to January 18, 2025, demonstrated significant improvements in service efficiency, repair transparency, and customer satisfaction, as shown in the data collected:

Improved Scheduling Efficiency: The use of a timeline system in TFIX allowed shop personnel to assign technicians based on their availability and current workload. With visible start dates, finish dates, and job duration, customers were given accurate schedules for their repair services. The data showed that all repair jobs during the pilot period were completed without any delays. This suggests that the system helped reduce scheduling confusion and eliminated unnecessary customer follow-ups.
Increased Repair Transparency: The built-in Progress Tracker provided customers with real-time updates across three key tabs: Diagnosis, Service, and Payment. Each update reflected the technician's ongoing work, which the customer could view multiple times. The “Viewed” count showed that clients regularly checked updates, with view counts ranging from 5 to 7. This indicates that customers actively engaged with the repair information provided to them.
Improved Customer Satisfaction: Survey data from customers indicated consistent satisfaction in areas such as communication, repair details, timeline accuracy, and responsiveness. The average ratings ranged from 3.6 to 3.8 out of 4, with median scores of 4 across all categories. This reflects that customers were generally pleased with the clarity, update frequency, and quality of information shared during the repair process. These results support the project’s goal of improving satisfaction by at least 25%.
Strengthened Customer Trust: The transparent and consistent flow of information throughout the repair process helped build trust between customers and service providers. By providing updates on repair progress, customers were assured that their appliance was in cable hands. As a result, customers felt more confident in the service being provided, which enhanced their overall trust in the system.

Figure 5 shows that all five users provided consistent satisfaction ratings, with “Satisfied” responses dominating the categories of Transparency and Updates. Communication had a mix of “Neutral” and “Satisfied” scores, but the Overall Satisfaction remained positive for all users. These results highlight that the system successfully built user confidence by offering regular and detailed updates during the repair process.

Figure 6 confirms that all repair jobs during the one-month pilot period were completed within a one-day duration, with zero delays. The Start and Finish dates across different clients show a consistent and efficient workflow, suggesting that technician assignment and scheduling were effectively manage.

Figure 7 presents the number of times customers viewed their repair progress updates, with each client checking between 5 to 7 times during the repair cycle. Despite the short one-day duration for each job, the high view counts suggest strong customer engagement and a desire for real-time visibility into service progress. This pattern indicates that users valued consistent access to repair updates, reinforcing their trust in the process.

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Last updated 2 months ago

Improved Scheduling Efficiency: The use of a timeline system in TFIX allowed shop personnel to assign technicians based on their availability and current workload. With visible start dates, finish dates, and job duration, customers were given accurate schedules for their repair services. The data showed that all repair jobs during the pilot period were completed without any delays. This suggests that the system helped reduce scheduling confusion and eliminated unnecessary customer follow-ups.
Increased Repair Transparency: The built-in Progress Tracker provided customers with real-time updates across three key tabs: Diagnosis, Service, and Payment. Each update reflected the technician's ongoing work, which the customer could view multiple times. The “Viewed” count showed that clients regularly checked updates, with view counts ranging from 5 to 7. This indicates that customers actively engaged with the repair information provided to them.
Improved Customer Satisfaction: Survey data from customers indicated consistent satisfaction in areas such as communication, repair details, timeline accuracy, and responsiveness. The average ratings ranged from 3.6 to 3.8 out of 4, with median scores of 4 across all categories. This reflects that customers were generally pleased with the clarity, update frequency, and quality of information shared during the repair process. These results support the project’s goal of improving satisfaction by at least 25%.
Strengthened Customer Trust: The transparent and consistent flow of information throughout the repair process helped build trust between customers and service providers. By providing updates on repair progress, customers were assured that their appliance was in cable hands. As a result, customers felt more confident in the service being provided, which enhanced their overall trust in the system.