In field service, an industry that is heavily focused on customer satisfaction, your first time fix rate is crucial. Put yourself in the customer’s position: when something goes wrong, they want it fixed straight away. They don’t want to put processes on hold, losing both time and money in the process, while an engineer attempts on multiple occasions to rectify the issue.
Naturally, there will be some occasions where engineers are unable to fix a problem on their first visit; it may be more complex than first thought or it could be a combination of problems that were not originally planned for. However, as a business, this doesn’t mean you can leave your first-time fix rate to chance. If you are to continue to grow your success, you’ll need to forward-plan and make first-time fix rates a key KPI for your business.