What First Time Fix Rate Can't Tell You About Service Performance

First time fix (FTF) is a standard KPI among service teams, but relying on FTF alone creates blindspots for service leaders.

Most service organizations cannot measure how the workforce skills gap impacts FTF. In turn, they can't gauge how low FTF rates drive up service costs and negatively impact customer satisfaction.

Instead of relying on hunches, Aquant went to the source—data from more than 6 million work orders to create the 2022 Service Intelligence Benchmark Report. Here are key takeaways illuminating why service leaders need to look beyond FTF rates if they want to gain insights into their organization's performance.