Measures the percentage of service issues resolved on the first visit.

What it Measures ?

How often we fix things on the first try.

Relevant StakeHolders 

Field Technicians, Support

In-depth Use Case / Real-world Example

FTFR calculates how many service calls are resolved during the first visit to the customer site. For example, if 80 issues are fixed on the first visit out of 100 service calls, the FTFR is 80%. This KPI is important for customer satisfaction as it reflects the efficiency of service teams in resolving problems quickly. In manufacturing, where downtime can be costly, a high FTFR ensures equipment or machinery is restored quickly and minimizes production disruptions.