The term First Time Fix Rate (FTFR) indicates the percentage of the time that a system manufacturer is able to correct a customer’s equipment issue on the first visit, without the need for a return visit after obtaining additional expertise, information, or parts. For a company with a downed printer that is holding up production, the ability of a supplier to solve the problem quickly is a primary driver of customer satisfaction. As a result, FTFR is an important measurement of the quality of an equipment manufacturer’s service capability, which can in turn be a strong selling point for the company’s systems.
First Time Fix Rates are only calculated for site visits by the manufacturer’s technicians, but in recent years, the frequency of required visits has been trending downward as a direct result of increasing online capabilities. First, service personnel are better able to quickly and correctly diagnose and resolve problems remotely. Second, the access to direct input from the printer software can better prepare a technician for a site visit by detailing the problem and the replacement parts that will be needed. This means the technician is not arriving to face a problem, but with a solution in hand.