First Time Fix Rate (FTFR)
A First Time Fix Rate (FTFR) is an indication of the time a technician takes to fix an issue for the first time without requiring extra parts, information, or assistance. FTFR is expressed as a percentage.
First Time Fix Rate can also mean a resolution for a service task on an initial visit. It impacts margin, efficiency. Operational costs, and productivity. FTFR helps lower required truck rolls.
Higher FTFR means more customer satisfaction, better efficiency, reduced re-visits, and high productivity of the field service department.
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