How to calculate it
First-time fix rate % = jobs resolved on the first visit ÷ total jobs × 100
Decide what "resolved" means and apply it the same way every time, for example that the customer's problem is fixed and no return visit was needed for the same issue.
Example
Illustrative numbers only. A shop completes 200 jobs in a month and 180 needed no return visit. The first-time fix rate is 180 ÷ 200 = 90%. The other 20 jobs each cost a second truck trip.
What moves it
- Parts on the truck. A missing part is the most common reason for a second visit.
- Information before the visit. Equipment details and service history help a technician arrive prepared.
- Diagnosis and skill. Matching the job to a technician who can finish it.
Why it matters
Every return trip costs a truck roll and a visit that earns little or nothing, and customers notice. A callback, which is a return to correct earlier work, is a related but different measure.
Related
Definitions here are general and educational. Exact meanings can vary by trade, region, and software.