What Is First-Time Fix Rate (FTFR) & the Process to Improve It?

First-time fix rate (FTFR) is a key performance indicator (KPI) that measures the percentage of maintenance issues resolved successfully on the first visit by a maintenance technician, without needing additional parts, information or expertise. A high first-time fix rate indicates efficient problem-solving and effective preparation, which leads to reduced equipment downtime, improved customer satisfaction and lower operational costs. In comparison, a low FTFR suggests inefficiencies, such as poor diagnosis, inadequate training or insufficient asset inventory management.

For example, imagine that dispatchers send a field technician to repair a conveyor belt at a manufacturing plant. With the correct diagnostic tools, parts and expertise, the right technician successfully fixes the issue during the initial visit, ensuring onsite production resumes immediately. This would count as a first-time fix. However, if the maintenance tech realizes mid-repair that they lack a critical part and need to return to the job site later for additional work, it would lower the FTFR, disrupting operations and potentially delaying production schedules.

In industries like HVAC repair, utilities or facilities management, a strong FTFR is essential for maintaining reliability and trust. Achieving it often depends on thorough training, streamlined communication and access to well-stocked parts inventories. Whether you have an in-house maintenance team or run a field service operations business, tracking and improving FTFR leads to enhanced efficiency and better outcomes for customers and employees alike. Read on to learn more about this crucial maintenance metric.

Why Does Having a Higher First-Time Fix Rate Matter?

A higher FTFR is critical because it directly impacts customer satisfaction, productivity and profitability. When technicians resolve issues on the first visit, customers experience minimal disruptions, building trust and loyalty. In service industries, where reliability is paramount and expected, a high FTFR ensures clients feel valued and supported, enhancing your reputation.

From a productivity standpoint, improving FTFR reduces wasted time spent on return visits or delays caused by missing parts or lack of expertise. Technicians can tackle more jobs in less time, optimizing resource allocation and streamlining operations. This efficiency creates a ripple effect, reducing downtime for customers and increasing the overall effectiveness of your service team.

There is also a profitability increase that comes with a high FTFR. Every additional site visit can cost time, labor and fuel, eroding profit margins. By resolving critical issues on the first attempt, businesses save on operational expenses while increasing service capacity, allowing for more revenue-generating opportunities.

High-performing organizations boast an average FTFR of 88 percent. By investing in technician training, accurate diagnostics and well-stocked inventories, businesses can achieve similar results. A high FTFR will not only improve the bottom line, but if you work in field service management, it also positions your organization as an industry leader in efficiency and customer care.

How Is First-Time Fix Rate Calculated?

FTFR is calculated by dividing the number of maintenance issues resolved successfully on the first visit by the total number of service calls, then multiplying the result by 100 to express it as a percentage. This metric provides a clear measure of how effectively technicians address issues without requiring additional visits due to missing parts, incorrect diagnoses or lack of expertise. A high FTFR reflects efficient workflows, well-trained teams and effective resource management, ultimately leading to improved customer satisfaction, reduced operational costs and enhanced overall productivity. The formula is:

For example, imagine your team handles 100 maintenance tasks in a month. If 85 of those tasks are resolved on the first visit without any additional trips, your FTFR would be: 

(85 ÷ 100) × 100 = 85%

An FTFR of 85 percent indicates that your team resolves most issues efficiently, but there may still be room for improvement. To do so, businesses should focus on equipping service technicians with proper training, diagnostic tools and access to spare parts. Tracking FTFR over time helps identify weaknesses in processes and enables teams to deliver better service while reducing costs and boosting customer satisfaction.

Benefits of a High FTFR

A high FTFR ensures efficient issue resolution on the first attempt, reducing equipment downtime, lowering maintenance costs and eliminating repeat maintenance work. This improves operational productivity, optimizes resource utilization and enhances customer satisfaction through quicker service and reliability. Third-party field service businesses also build trust and strengthen relationships, leading to increased loyalty and long-term success. There are several benefits of a high FTFR, which include:

Cost Savings on Maintenance

Fewer repeat visits mean reduced labor costs, fuel expenses and downtime. This allows businesses to allocate resources more effectively, saving money while increasing operational efficiency.

Increased Equipment Uptime

Troubleshooting issues quickly ensures machinery or equipment spends less time out of service. This minimizes disruptions to operations and helps maintain consistent productivity levels.

Improved Asset Longevity

Addressing maintenance issues effectively on the first attempt reduces unnecessary wear and tear. This ensures assets operate at peak performance for longer, delaying costly replacements and extending their lifecycles.

Quality Improvement & Customer Satisfaction

If you’re a field service organization, a high FTFR demonstrates reliability and professionalism, leading to better customer experiences. Satisfied customers are more likely to trust your services, resulting in repeat business and positive referrals for the right job.

With an FTFR that meets or exceeds the industry standard of 88 percent, businesses can lower costs, optimize operations and build stronger relationships with clients. This metric is not just a measure of efficiency but a foundation for long-term growth and success.

FTFR Use-Case Example

In a manufacturing company, every minute of downtime can lead to significant financial losses. Imagine a factory producing automotive parts experiences an unexpected failure with its assembly line conveyor belt. The production manager calls in a maintenance technician to resolve the issue.

With a high FTFR, the technician arrives fully prepared — armed with the correct tools, replacement parts and knowledge to diagnose and repair the conveyor belt on the first visit. Within a short time, the technician identifies a worn-out motor belt as the root cause, replaces it immediately and ensures the conveyor is running smoothly again.

The benefits in this scenario are clear: The factory avoids prolonged downtime, ensuring production schedules are maintained and orders are fulfilled on time. This quick resolution minimizes operational disruptions, protects the company’s reputation with clients and avoids costly overtime to make up for lost time.

If the technician had been unprepared or lacked the right part, it would have required a follow-up visit, delaying repairs and potentially costing thousands of dollars in lost productivity. A high FTFR demonstrates the value of preparation, training and efficiency, helping manufacturing companies reduce downtime, lower costs and keep operations running seamlessly.

How to Improve FTFR

Improving FTFR requires proper training, equipping technicians with accurate diagnostics tools and ensuring access to standard operating procedure documentation. Streamlining parts availability, using predictive maintenance and fostering communication between teams are essential. Regular performance reviews and leveraging data analytics help identify gaps, optimize processes and empower technicians for first-time success. Here’s how to get started:

1. Understand your current maintenance processes: Begin by identifying why your FTFR is low. Are technicians missing parts? Is there a lack of training or unclear communication? Pinpointing these issues will help you guide improvement efforts.
2. Improve work order request process: Ensure work orders are detailed and accurate. Clear descriptions of the problem, asset history and required parts help technicians arrive prepared to fix the issue on the first visit.
3. Ensure spare parts availability: Delays often result from missing parts. Establish a well-organized inventory system to ensure critical components are on hand when needed.
4. Adopt predictive maintenance and condition-monitoring tools: Using predictive maintenance tools can identify issues before they become critical, enabling technicians to resolve problems proactively and effectively.
5. Provide proper technician training: Equip technicians with the skills and knowledge to handle a wide range of problems. Regular training ensures they stay up-to-date with best practices and new technologies.
6. Implement a computerized maintenance management system (CMMS): A CMMS like Coast streamlines scheduling, asset tracking and inventory management, ensuring technicians have the resources to succeed. This system enhances organization and boosts overall efficiency, directly improving FTFR. Sign up for a free Coast account today!