Service Recovery
The actions taken after service failure to rebuild trust.
Definition
Service Recovery is The actions taken after service failure to rebuild trust. In day-to-day operations, it matters when the team is trying to measure whether service was fast enough, good enough, and credible enough to rebuild trust.
Operationally, it matters because quality metrics stop the operation from hiding behind activity volume when residents still feel underserved. They work best when paired with actual request history and follow-up notes.
Use cases
Use Service Recovery to measure whether service felt resolved, not just touched.
Review Service Recovery when the team needs to compare resident trust against the actual request history behind it.
Track Service Recovery so operations can keep activity volume from masking poor service quality.