A first-time fix rate (FTFR) is a key performance indicator that reflects how often a service technician successfully fixes an issue the first time. This percentage is critical to a company’s success and significantly impacts efficiency and customer satisfaction.
FTFR Ensures Efficiency
Tracking FTFR provides visibility into operational effectiveness and helps identify areas for improvement. Such a customer-centric metric also allows manufacturers to measure the direct impact of field service on customer loyalty and business success. Companies can ensure that their service teams are working efficiently and, in doing so, build stronger relationships that drive repeat business and positive referrals.
Companies Can Improve FTFR Through a Few Considerations
Low FTFR leads to costly rework, downtime, and poor customer satisfaction.
Companies can increase FTFR with careful planning and organization, understanding root causes, improving communication, and hiring skilled technicians. Personnel should have a big-picture, real-time view of inventory and feel empowered to collaborate seamlessly across relevant teams.
An Array of Tools are Available to Improve FTFR
Tools like field service management, mobile apps for field technicians, AI, and predictive analytics can help effectively manage and improve first-time fix rates. These keep personnel knowledgeable and transparently up to date on any changes. Furthermore, AI and predictive analytics use past data to enable better resource planning, essential to field services today.
FTFR demonstrates how a single percentage can tell the story of a company’s efficiency and effectiveness. Improving FTFR cultivates a greater reputation and carries a company into a stronger future.
Read the full Copperberg and Gomocha whitepaper, Unlocking Hidden Efficiencies: A Blueprint for Field Service Success in Manufacturing.