What is the first time fix rate?

The first time fix rate (FTFR) is used to measure the effectiveness of a customer service and indicates the percentage of cases in which a problem could be solved on the first attempt. A high first time fix rate means that problems that occur at the customer's site can very often be resolved on the first repair attempt. This usually leads to increased customer satisfaction.

How to calculate the first time fix rate?

The First Time Fix Rate is calculated by dividing the number of problems that could be solved on the first attempt by the total number of problems.


Problems encountered in a period of time: 55.

Problems that could be solved at the first attempt: 42

42/55= 0.764 or 76.4%.

The FTFR is 76.4%.

How to improve the first time fix rate?

  • Qualify employees Appropriate training of employees can ensure that they are capable of solving problems. In addition, care should be taken to ensure that only employees who are qualified to solve a problem are assigned to do so.

  • Analyze the problem properly Before the employee starts to solve the problem, the problem should be analyzed thoroughly. This can ensure that the right employee can be assigned.

  • Record findings By documenting the problem resolution in detail, it can be followed up more quickly in the event of a follow-up visit. Likewise, future problems may be solved more quickly if information is already available to solve similar problems.

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