First-time fix rate
The share of closed work orders fixed in a single visit, with no return trip. A measure of how well jobs are described and matched to the right vendor.
Last updated
First-time fix rate counts how many repairs were finished on the first visit. Take the closed work orders that needed only one visit and divide by all closed work orders in the same period. Track it per vendor and per trade, because a plumber and an appliance technician fail for different reasons.
A second visit costs twice: another trip charge for the owner, and another day of waiting for the tenant. It is also the visit most likely to need a new booking with a tenant who already took time off once.
An example
A tenant reports “the dishwasher is broken”. The technician arrives, finds a failed pump, and has to order the part. A photo of the model label and a description of the noise, asked for when the request came in, would have let the technician bring the part on the first trip.
What raises it
- Photos, the model number and the tenant’s own words on every job offer
- Triage that sends the right trade the first time
- Access details confirmed before the visit
- A vendor scorecard that shows which vendors need return trips
How Now Ours handles it
Ours asks tenants the questions you set and asks for photos before it offers the job, and it books the visit with both the tenant and the vendor or technician. A job counts as done when the tenant confirms the fix, or the vendor or technician marks it done with a photo or note, so a second visit shows up on the record rather than in a complaint.