For a service organization, the First Time Fix Rate (FTFR) is a crucial performance indicator as it indicates how often a field service technician successfully resolves an issue during the initial customer visit. The higher the First Time Fix Rate, the more efficiently the service organization operates.
Calculating the First Time Fix Rate (FTFR) is relatively simple and aids in identifying areas that require improvement. You calculate it by dividing the number of successful repairs during the first visit by the total number of service visits and then multiplying this by 100%. For example, if service technicians complete 80 successful repairs during the first visit out of a total of 100 visits, then the First Time Fix Rate is: 80/100 x 100% = 80%.
There isn’t a specific rate that can be immediately considered ‘good’ for the First Time Fix Rate. This depends on the nature of the business activities and the industry in which the service organization operates. Generally, service-oriented organizations aim to keep the FTFR as high as possible. A high rate means fewer return visits, reduced costs, and time spent on the same service task. Ultimately, this can lead to higher employee and customer satisfaction and better profit margins. A good goal is to maintain a FTFR of at least 80%. This implies that at least 8 out of 10 service visits are resolved on the first attempt.
The field service solution by Sigmax aids in enhancing the first-time fix rate. For instance, we achieve this by sending an SMS prior to the work order to prevent not-at-home situations, and ensuring an accurate inventory on the service vehicle so that all necessary articles are available.
