How do you calculate first-time fix rate?

Divide calls fixed on the first visit by total calls and multiply by 100. With 410 first-visit fixes out of 485 calls, FTFR is 84.5%.

What is a good first-time fix rate?

Strong field-service organizations run 80-90%; world-class operations exceed 90%. At 84.5% against an 88% target you're solid but 3.5 points short, equal to about 17 more calls fixed on the first visit.

Why is first-time fix rate important?

Every repeat visit roughly doubles the cost of a call and erodes customer trust. Lifting FTFR is usually the highest-leverage way to cut field-service cost without cutting service quality.

What causes a low first-time fix rate?

The usual culprits are wrong or missing parts on the van, incomplete fault information before dispatch, and skill mismatches. Each is fixable with better triage, stocking, and technician routing.

First-time fix rate vs. mean time to repair — what's the difference?

FTFR measures whether one visit resolved the issue; mean time to repair measures how long resolution took. You want high FTFR and low repair time together — fast and done in one trip.

How do I improve first-time fix rate?

Improve pre-dispatch diagnostics, stock vans to the actual failure mix, and match technician skill to call type. Closing this example's 3.5-point gap means resolving roughly 17 more of the 485 calls on the first visit.

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First-Time Fix Rate Calculator

First-time fix rate (FTFR) is the share of service calls a technician resolves on the very first visit, with no return trip needed. It's the field-service metric customers feel most directly and the one that drives your cost structure hardest, because every repeat visit doubles travel, labor, and the chance of a churned account. Service managers track it to expose gaps in parts availability, technician skill, and diagnostic accuracy. A high FTFR means the right tech showed up with the right parts and the right information — and that's where field-service profitability and customer satisfaction both live.

What this calculator does

Calculate the percentage of field service calls resolved on the first visit without repeat dispatch, missing parts, or escalation.
a field service manager needs to measure how often technicians resolve calls on the first visit
It computes the percentage of service calls resolved on the first visit and the percentage-point gap between that rate and your target.

Formula used

First-time fix rate = service calls fixed on first visit ÷ total service calls × 100
First-time fix gap = first-time fix rate - target first-time fix rate

Inputs explained

Service calls resolved on the first visit:
Total service calls dispatched:
Target first-time fix rate:

How to use the result

Use it in weekly or monthly service reviews, when building a parts-stocking or training business case, or when benchmarking technicians and branches against each other.
It counts a fix as first-time or not without weighting severity, so a branch handling many simple calls can post a higher rate than one tackling complex breakdowns with the same skill.

Common questions

How do you calculate first-time fix rate? Divide calls fixed on the first visit by total calls and multiply by 100. With 410 first-visit fixes out of 485 calls, FTFR is 84.5%.
What is a good first-time fix rate? Strong field-service organizations run 80-90%; world-class operations exceed 90%. At 84.5% against an 88% target you're solid but 3.5 points short, equal to about 17 more calls fixed on the first visit.
Why is first-time fix rate important? Every repeat visit roughly doubles the cost of a call and erodes customer trust. Lifting FTFR is usually the highest-leverage way to cut field-service cost without cutting service quality.
What causes a low first-time fix rate? The usual culprits are wrong or missing parts on the van, incomplete fault information before dispatch, and skill mismatches. Each is fixable with better triage, stocking, and technician routing.
First-time fix rate vs. mean time to repair — what's the difference? FTFR measures whether one visit resolved the issue; mean time to repair measures how long resolution took. You want high FTFR and low repair time together — fast and done in one trip.

Last reviewed 2026-05-12.