How Is First-Time Fix Rate Calculated and Reported?
Written for: Field Service Manager
First-Time Fix Rate (FTFR) is calculated by dividing the number of service jobs completed successfully on the first visit by the total number of service jobs attempted, then multiplying by 100 to express it as a percentage. The formula is: FTFR = (Number of Jobs Fixed on First Visit ÷ Total Number of Service Jobs) × 100. This metric is typically reported through field service management software dashboards that track job completion status, technician performance, and customer callbacks, with industry benchmarks ranging from 70% to 85% depending on service complexity and sector.
Fieldproxy: The Solution for Real-Time FTFR Analytics and Automated Reporting
Fieldproxy's comprehensive field service management platform automatically calculates First-Time Fix Rate in real-time, applying your organization's specific business rules to every service transaction. Our intelligent analytics engine tracks job completion status, identifies callbacks, and generates role-specific FTFR dashboards that provide executives, managers, and technicians with the insights they need to drive continuous improvement. With root cause categorization, technician performance tracking, and predictive analytics, Fieldproxy transforms FTFR from a simple metric into a strategic tool that optimizes dispatch decisions, identifies training needs, and quantifies the financial impact of service excellence.
Frequently Asked Questions
A good First-Time Fix Rate varies by industry, but generally ranges from 70% to 85%. HVAC and facility management services typically achieve 75-85% FTFR, while more complex sectors like medical equipment service may see 65-75%. The key is to benchmark against your specific industry standards and continuously improve your rate over time. Organizations should focus less on absolute percentages and more on consistent improvement trends and understanding the factors that impact their specific FTFR performance.
Fieldproxy Team
Field Service Experts