What is first-time fix rate?
First-time fix rate (FTFR) is the percentage of jobs resolved completely on the first visit, with no return trip, no second engineer and no waiting on a part. It is the clearest single measure of how well your scheduling, stock and information come together at the point of work.
The calculation is simple:
First-time fix rate = (jobs resolved on the first visit ÷ total jobs) × 100
Why first-time fix rate is the metric that pays
Few metrics move three things at once. FTFR does:
Cost. Every repeat visit is a second lot of travel, time and fuel for work that should have been billed once. Lifting FTFR removes that cost directly.
Customer satisfaction. Nothing erodes trust like a second appointment for the same fault. First-time resolution is the experience customers actually remember.
Engineer utilisation. Return visits clog the diary with rework, squeezing out new jobs. Higher FTFR frees capacity without hiring.
What a poor first-time fix rate is really telling you
A low FTFR is a symptom, not a cause. It usually points to one of three gaps: the wrong engineer was sent, the right part was not on the van, or the job information was too thin to diagnose before arrival. Each is fixable, but only if you can see which one is happening.
Five levers that improve first-time fix rate
1. Right engineer, right job
Skills-based scheduling matches each job to an engineer who holds the competency to complete it, not simply whoever is nearest or free. The single biggest cause of a failed first visit is sending someone who cannot finish the work.
2. The right parts on the van
Live stock visibility (knowing what is on each van in real time) means jobs are only dispatched when the parts to complete them are actually on board. Guesswork about van stock is a return visit waiting to happen.
3. Better information before arrival
A complete job record (fault description, asset details, site access notes) lets an engineer arrive prepared rather than diagnosing from scratch. Thin job data is one of the quietest causes of repeat visits.
4. Capture and learn from failed visits
When a job needs a return, record why: wrong part, wrong skill or access denied. A few weeks of that data shows you exactly where to intervene, instead of guessing.
5. Give engineers the full history
Previous visits, prior faults and asset history on the engineer's mobile turn a cold call-out into an informed one, often the difference between a fix and a "needs another look".
How to measure it without gaming it
Define "fixed" honestly: the customer's problem is fully resolved, not merely that the engineer attended. Measure at the job level, review the failed-visit reasons monthly, and watch the trend rather than a single month. A rate that looks good only because the definition is loose helps no one.
Frequently asked questions
What is a good first-time fix rate?
It varies by trade and job complexity, so the most useful benchmark is your own trend. Measure consistently, improve month on month, and compare like-for-like job types rather than chasing a universal target number.
How does scheduling affect first-time fix rate?
Heavily. Skills-based scheduling ensures the engineer dispatched can actually complete the work, and that the parts required are on the van. Sending the nearest available engineer regardless of competency is the most common reason a first visit fails.
How does first-time fix rate affect engineer utilisation?
Every repeat visit consumes diary time that could carry a new job. Raising first-time fix rate reduces rework, which frees engineer capacity and lifts utilisation without adding headcount.