One of the most important numbers any field service organization will tell you they track is their first-time fix rate. It’s perhaps the most vital metric to gauge the performance of a service organization from every level, and with field service management software and Business Intelligence, service managers can get the first-time fix rate down to a single technician, so that they know who the most productive technicians are, so they can make changes to alter the ones that aren’t so high.
There are plenty of metrics to calculate that are important, such as workforce utilization, productivity, mean time to repair and on-time performance, but first-time fix rates are the true measurement of a field service organizations efficiency. A low first-time fix rate reflects poorly on the process in which an organization delivers service, which can negatively affect the customer experience, which could reduce the profitability of your organization.
Let’s dive into the numbers behind first-time fix rates and see why they are so important to field service organizations who want to deliver exceptional service to their customers, without having to send multiple technicians, multiple times, for one service call.