First-time fix rate
First-time fix rate is the percentage of jobs requiring an on-site visit that are fixed on the first visit without return attendance to complete the repair.
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The formula is: jobs fixed on the first visit ÷ total jobs needing a visit × 100. Both counts must use the same reporting period and job population. Agree how planned follow-ups, repeat faults and incomplete repairs are classified before comparing results.
How it works in field service
Preparation affects whether a technician can finish the work. The team needs the equipment variant, reported symptoms, likely parts, required qualifications and site access information. Guided evidence before dispatch can inform that preparation, but physical investigation may still change the diagnosis after arrival.
Record why work remained incomplete rather than treating every return as the same problem. Missing parts, unavailable skills, access restrictions and a different fault each require a different response. Carry reviewed evidence into the job and retain the technician’s findings afterwards. Compare like-for-like request types using the operation’s own records. The formula describes a measure; it does not promise an improvement or justify borrowing a benchmark from another operation.
Explore first time fix improvement