---
title: "First-time fix rate: how to improve it | attendo"
description: "What the first-time fix rate is, why a second visit is lost margin, the four causes of going back and why you need to record the cause of each repeat visit."
url: "https://attendo.me/en/glossary/first-time-fix-rate"
lang: "en"
---

# First-time fix rate: why it matters and how to improve it

Also known as: FTFR

The first-time fix rate is the percentage of jobs resolved without having to go back.

## Why it matters so much in the field

Because a second visit doubles the cost of that job and can rarely be billed. It is lost margin, and the customer waits longer too.

## The four causes of a second visit

1. **The part was not on the van.** Usually the most common.
2. **An incomplete diagnosis** on the first visit.
3. **Missing information**: the technician did not know the model or what was done last time.
4. **Missing skills**: whoever was free went, not whoever knew.

All four are tackled the same way: **information before leaving**. The equipment history, the exact model and the usual parts for that fault.

## The usual mistake

Measuring it without recording the cause. Knowing that you fix six out of ten visits the first time does not tell you what to change. Knowing that most second visits are due to a missing part does, because it tells you what to carry in the van.

## In attendo

The technician reads the [asset](https://attendo.me/en/modules/assets) history in the app before starting, and every work order carries its [planned materials](https://attendo.me/en/modules/purchasing-and-stock). Field Radar filters who can resolve each ticket, sorted by distance.

- [attendo Field Service](https://attendo.me/en/field-service)

## Where it is used in attendo

### Modules

- [Assets and inventory](https://attendo.me/en/modules/assets): Each asset with its own record, QR code, history and readings
- [Warehouse, purchasing and stock](https://attendo.me/en/modules/purchasing-and-stock): Warehouses, stock, purchasing and suppliers, without a spreadsheet
- [Mobile app and Field Radar](https://attendo.me/en/modules/mobile-app): The service report on your phone, offline, and a map of who can go

### Industries that use these modules

- [Energy and renewables](https://attendo.me/en/industries/energy-renewables)
- [Testing, inspection and laboratories](https://attendo.me/en/industries/testing-inspection)
- [Facility maintenance and services](https://attendo.me/en/industries/facility-maintenance)
- [HVAC and refrigeration](https://attendo.me/en/industries/hvac)
- [And any other business](https://attendo.me/en/industries)

## Related terms

Field work

### Service report

Job sheet · field service report

A service report is the document that records what the technician did on a job: tasks, time, materials, notes and evidence.

Maintenance

### Critical spare part

Critical spare

A critical spare part is one whose absence holds up the repair and drags out the equipment’s downtime. It is not the most expensive part or the most used one: it is the one you cannot get quickly.

Maintenance

### MTTR

Mean time to repair

MTTR (mean time to repair) is the average time it takes to bring equipment back into service after it fails. It measures responsiveness, not reliability.

[See all 53 glossary terms](https://attendo.me/en/glossary)

## Shall we look at it with your data?

We will show you how what you just read works in attendo, with your own assets, tickets and customers. If it is not a fit, we will tell you.

- With your operation, not a generic demo
- A real person from our team replies
- No cold calls afterwards

Would you rather talk first?

- Phone [+34 910 053 530](tel:+34910053530)
- Email [sales@attendo.me](mailto:sales@attendo.me)
- Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)