Field service
First time fix rate calculator
First time fix rate is the share of jobs closed on the first visit, with no return trip. It is the metric that most directly connects to both cost and customer experience, because a second visit doubles the travel and halves the confidence.
First time fix rate = Jobs resolved on first visit ÷ Total jobs × 100
Show the assumptions
- Formula
- First time fix rate = Jobs resolved on first visit ÷ Total jobs × 100
The failure causes are worth separating: wrong part, wrong skill, wrong diagnosis, or no access. They lead to different fixes: stocking the van, routing by skill, better triage on intake, or confirming access when booking.
First time fix rate
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Prefilled with an example. Change any number and the result updates.
How to calculate First time fix rate
First time fix rate = Jobs resolved on first visit ÷ Total jobs × 100
Worked example
- Jobs resolved on the first visit 340
- Total jobs 420
First time fix rate = 81.0%
Reading the result
The failure causes are worth separating: wrong part, wrong skill, wrong diagnosis, or no access. They lead to different fixes: stocking the van, routing by skill, better triage on intake, or confirming access when booking.
Benchmarks
70% to 80% is common, and above 85% is generally considered strong. It depends heavily on how much of the work is diagnostic rather than known-scope.
First time fix rate questions
Does a follow-up for planned work count against the rate?
No. A second visit that was agreed on the first, because a part is on order or the work needs a shutdown window, is planned work rather than a failed fix. Counting it as a miss makes the metric punish good practice.
How do I improve first time fix rate?
Start by recording why each return trip happened. In most operations, missing parts and incomplete triage account for the majority, and both are fixed upstream of the technician: van stock based on actual failure history, and better information captured when the job is raised.
Related calculators
Dispatch and close jobs in the field
UpKeep records the work, the hours and the failures this metric depends on, so First time fix rate is a report rather than a spreadsheet exercise.