Fix Right First Time

The Fix Right First Time (FRFT) Rate indicates the percentage of times a technician is able to fix the issue the first time, without need for additional expertise, information or parts.

We measure the FRFT through the Aftersales CX Survey, in particular we look at the

percentage of positive (YES) answers to the Question #9: “Thinking only about the most recent service experience at [DEALER], were all your service needs completed correctly on the first visit?”

Fix Right First Time impacts efficiency, margin, productivity and operational costs, because you are reducing the working hours required. A high Fix Right First Time rate can mean higher customer satisfaction and increased efficiency.