The First Time Right percentage (FTR) indicates how often a field service technician successfully resolves a malfunction or maintenance request during the first visit, without the need for a follow up visit. A high FTR is a decisive KPI within field service management, as it is directly related to operational costs, customer satisfaction and employee satisfaction.
A high First Time Right delivers many benefits. Service organizations save costs because fewer repeat visits are required. Customers are more satisfied because their issue is resolved in one visit. Technicians can work more efficiently, resulting in more completed jobs per day. In addition, it contributes to sustainability: fewer trips mean lower CO2 emissions. Research by Aberdeen Group shows that an FTR of 80 percent or higher leads to an average customer satisfaction of 86 percent, while this drops to around 50 percent when FTR falls below 50 percent.
Calculating the First Time Right percentage is relatively straightforward. You divide the number of service requests successfully resolved during the first visit by the total number of service requests performed. You then multiply this figure by 100 percent. For example, if 200 service visits are carried out and 150 are successfully completed on the first attempt, the First Time Right is 150 divided by 200 times 100 percent, resulting in a First Time Right of 75 percent.
There is no universal standard for a good First Time Right percentage. However, in most industries an FTR of at least 80 percent is considered desirable. In sectors with a lot of customization or complex installations, the average is often slightly lower. A percentage between 75 percent and 90 percent is considered excellent. If the First Time Right falls below 70 percent, this is often a signal that structural improvements are needed.
A low First Time Right can have several causes. A common issue is the lack of access to complete customer information, which leaves technicians insufficiently prepared. It can also happen that a technician is scheduled who does not have the right skills. Other causes include missing parts, an incorrect or incomplete diagnosis in advance, or the absence of the customer. In addition, poor work order procedures and limited collaboration between front office and back office can negatively impact the First Time Right.
There are several ways to structurally increase the First Time Right. It starts with using advanced planning software that takes skills, availability, location and required materials into account. It also helps greatly when technicians have access to all customer and asset data via a central app. Real time notifications to customers can prevent no shows, while a well designed van stock system ensures that the right parts are available. Sharing inventory with nearby colleagues can be a solution when something is missing. In addition, providing technicians with direct support via video or AR technology is valuable, especially for complex issues. Standardizing work order procedures, training service teams and applying AI driven diagnostic tools also contribute to a higher First Time Right. Finally, continuous data analysis and process optimization based on insights help drive lasting improvements.
Sigmax Connect is specifically developed for service organizations working with Microsoft Dynamics 365 and offers features that directly contribute to a higher First Time Right. These include smart planning algorithms, real time customer communication and clear insight into work orders, customer data and inventory. Connect also makes it possible to quickly schedule a follow up appointment if the issue cannot be resolved immediately. Technicians have access via the mobile app to manuals, customer history and even IoT data. One practical example: an installation engineering company increased its First Time Right percentage from 71 percent to 89 percent within six months using Sigmax Connect.
What does a failed First Time Right cost on average? On average, this ranges between €150 and €300 per additional visit, depending on the sector and travel distance.
Is it possible to achieve 100 percent First Time Right? No, in practice this is not achievable. It is more realistic to aim for a percentage between 85 percent and 90 percent.
Which software helps improve First Time Right? Field service software with smart planning, customer communication and digital work orders, such as Sigmax Connect, offers the most added value.
A high First Time Right percentage is not a coincidence, but the result of a smart, data driven approach. Organizations that structurally improve their First Time Right not only achieve significant cost savings, but also differentiate themselves through an exceptional customer experience. Technicians are more effective, customers are more satisfied and the organization as a whole becomes more profitable and future ready.
The right tools make the difference. With Sigmax Connect, you give your service team access to real time customer information, smart planning, digital work orders, inventory management and direct customer communication, all fully integrated with Microsoft Dynamics 365.
Do you want to structurally increase your FTR? Request a demo of Sigmax Connect today and discover how our solution takes your field service operation to the highest service level. Take the step toward more efficient processes, satisfied customers and higher profitability.
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