First-time fix rate (FTFR) is the percentage of service visits where the problem is fully solved on the first try, with no follow-up visit or extra parts order. It's the most widely used measure of how effective a field service team is.
To calculate it, divide the number of jobs resolved on the first visit by total jobs, then multiply by 100. Benchmarks vary a lot by industry and equipment type, and a falling or below-average rate often points to gaps in knowledge, parts, or diagnosis.
Every failed first visit means a second truck roll, a longer wait for the customer, and a technician who could have been somewhere else. FTFR ties directly to cost per job and customer satisfaction.
Early ResolveGrid customers have reported first-time fix rates of 82%. AI-guided troubleshooting, visual verification, and expert escalation each address a common reason first visits fail.
Repeat Dispatch, Truck Roll, Mean Time to Resolution (MTTR)