
A critical metric in field service management (FSM) addresses a fundamental question: did you get it right the first time? The first-time fix rate captures that occurrence. It’s a key performance indicator that measures the percentage of times a technician successfully solves a problem or completes a task during their first visit to a job site.
The first-time fix rate directly impacts business through:
Efficiency and Productivity
A high first-time fix rate reflects efficiency, as effective planning, skilled technicians, and proper inventory management work together to resolve issues or finish tasks. These various components align on schedule to enable the timely completion of a job.
Efficient delivery leads to increased productivity. As technicians complete jobs relatively quickly, they have the availability to handle more service calls.
Reduced Costs
Minimizing repeat visits presents a compound effect, saving time, resources, and money attributed to travel, labor, and parts. Fewer return visits result in lower operational costs, such as fuel and overhead expenses.
Increased Customer Satisfaction
Customer satisfaction and loyalty are closely tied to the first-time fix rate, with a higher rate corresponding to happier customers. A prompt resolution entails less back-and-forth communication, shorter wait times, and fewer missed deadlines.
Effective FSM improves first-time fix rate through:
Smart Scheduling
A seamless FSM platform can schedule a technician with the right skills at the right location, optimizing for time and efficiency, including the most cost-effective routes.
Real-Time Access
Mobile capabilities offer real-time access to critical information, including job history, schematics, and manuals. They also enable remote diagnostics before dispatching and offer an easy way to capture and document various situations, regardless of location.
Centralized Visibility
Personnel can understand past issues, spot recurring patterns, and see inventory stock in a central, organized space. An FSM platform can also trigger alerts for required parts before they are due to arrive. These key features all contribute to increased speed and accuracy of repairs.
Gomocha Helps Organizations Increase First-Time Fix Rates
Gomocha’s Field Service Efficiency Assessment, a 21-point checklist that helps your company discover exactly where your operation is missing opportunities, begins by evaluating your organization’s percentage of first-time fixes. The industry average for a first-time fix rate is 65-75%. Poor first-time fix rates indicate information gaps that lead to multiple costly service visits. On the other hand, well-performing operations experience more time (90-130 days) between repeat visits to service the same asset.
With the Gomocha Field Service Platform, technicians can access the complete service history before they arrive at the door. When unexpected issues arise, techs can get expert guidance without leaving the customer site. These valuable features help your organization increase its first-time fix rate, driving efficient operations and higher customer satisfaction.
First-time fix rate is a powerful metric with an impact that moves in waves: efficiency and productivity, reduced costs, and ultimately, customer satisfaction. Through modern FSM, your organization is empowered with smarter scheduling, real-time access, and centralized visibility.