Aftermarket, Field Service & Service Parts worked example

First-Time Fix Rate at 99% target first-time fix rate: a worked example

This scenario runs the first-time fix rate calculation on the strong side: 99% target first-time fix rate, with every other input held at its documented default. a field service manager needs to measure how often technicians resolve calls on the first visit

The inputs for this scenario

  • Service calls resolved on the first visit: 410 calls (unchanged)
  • Total service calls dispatched: 485 calls (unchanged)
  • Target first-time fix rate: 99 % (raised for this scenario; the documented default is 88)

Working through the calculation

  • Applying the documented formula (First-time fix rate = service calls fixed on first visit ÷ total service calls × 100) to the inputs above produces each figure below.
  • At this operating point the engine returns 84.54 % first-time fix for first-time fix rate, the number this scenario is built around.
  • At this operating point the engine returns 14.46 percentage points for first-time fix gap.
  • At this operating point the engine returns 410 calls for first-visit fixes.
  • At this operating point the engine returns 485 calls for total service calls.

How this compares with the baseline

  • Against the tool's baseline example, where target first-time fix rate sits at 88% and the headline result is 84.54 % first-time fix, this scenario lands almost exactly on the baseline at 84.54 % first-time fix.
  • 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. Treat this as a target state: the delta against the baseline quantifies what the improvement is worth before you commit to chasing it.

Results at a glance

  • First-time fix rate: 84.54 % first-time fix (headline result)
  • First-time fix gap: 14.46 percentage points
  • First-visit fixes: 410 calls
  • Total service calls: 485 calls

Run it with your numbers

  • Every input above is editable in the live First-Time Fix Rate calculator, which recalculates instantly and can be shared with the inputs intact.

Last reviewed 2026-05-12.