Question 1

What is a good first-time fix rate?

Accepted Answer

It depends heavily on trade and job mix, so compare yourself against your own trend rather than a published benchmark. A rate that is improving quarter on quarter tells you more than a number borrowed from a different industry with a different job profile.

Question 2

Should a quoted follow-up count as a failed first-time fix?

Accepted Answer

Generally no, if the second visit was planned from the outset. A survey followed by an installation is two intended visits, not a failure. Write your exclusion rule down and apply it consistently, because the comparability matters more than the exact rule.

Question 3

How does van stock affect first-time fix rate?

Accepted Answer

Heavily. Missing parts are one of the three main causes of a return visit. Tracking which parts are consumed on which job types shows what should be carried as standard, which is why stock tracking and fix rate are usually improved together.

First-time fix rate