First-Time Fix Rate
FTFR
First-time fix rate is the percentage of jobs resolved on the first visit, with no return trip needed. It is calculated as jobs closed on the first visit divided by total jobs, over a period.
Definition
The rate is driven by three things: knowing the fault before arriving, having the right parts on the van, and sending a technician with the right skills. Job history on the asset, good van stock and skill-based dispatch all raise it.
Why it matters
A return visit costs a second journey, a second hour of labour and a frustrated customer, while adding nothing to revenue. First-time fix rate is the single field service metric that most directly converts into both margin and satisfaction.
See it working in Avchare
Avchare puts these concepts into a single field service platform — work orders, dispatch, SLA tracking and reporting.