First-time fix rate (FTFR) is the percentage of service calls resolved on the first visit without requiring a follow-up trip. A high FTFR (above 80%) indicates that technicians arrive prepared with the right parts, tools, and information. Low FTFR drives up costs, frustrates customers, and clogs the schedule with return visits.
An HVAC company tracks that 73% of their repair calls are fixed on the first visit. By stocking the 20 most common parts on every truck, they raise their FTFR to 89% and eliminate 16 return trips per month.
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