Glossary / First-Time Fix Rate
First-Time Fix Rate
First-time fix rate is the percentage of field service jobs resolved on the first visit without a return trip. It is calculated as first-visit resolutions divided by total completed jobs. The metric is important for HVAC, plumbing, electrical, maintenance, and other service teams because repeat visits reduce capacity and margin.
Formula
First-time fix rate (%) = Jobs resolved on first visit / Completed jobs x 100
Example
If a plumbing business completed 200 jobs last month and 168 were resolved on the first visit, first-time fix rate is 84%. A drop may point to parts availability, dispatch matching, training, or diagnosis problems.
Why it matters
Higher first-time fix rate usually means better customer experience, lower truck-roll cost, and more technician capacity. It also helps identify which job types or technicians need process support.
Related terms
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