First visit fix rate is the share of AV faults put right on the engineer's first visit, and it is the measure Irish facilities teams should watch most closely. Every return visit costs you twice, once in engineer time and again in a room that stays out of use, so a rising first visit fix rate means less disruption and lower support costs.
That is why first visit fix rate deserves a place on every facilities dashboard, alongside the other AV support KPIs. It is also the measure most affected by things you can control: how faults are logged, what is written down after each fix, and how visits are planned.
How first visit fix rate is worked out
The calculation is simple. IBM's guide to first time fix rate describes it as the percentage of jobs completed during the first visit: jobs fixed first time, divided by all completed jobs, multiplied by 100. Its example is 160 first visit fixes out of 200 jobs, which gives 80 per cent. IBM counts a job as a first visit fix only if it needed no follow up visit, extra parts or outside help, and that is a fair standard for AV support too.
What drives a high first visit fix rate
- Good information at the point of logging. Site, equipment, brand and fault type captured up front let the engineer arrive prepared. A fault reported through the client portal carries all four.
- A fix library. When every solved fault is written up, the next engineer can pull up the answer before leaving the van.
- Firmware records. Knowing what version was running before and after a fix explains why a problem appears on one site and not another.
- The right parts and access. Pre booked visits sort out access and permits before the engineer arrives, so the visit is spent fixing rather than waiting.
What a low first visit fix rate tells you
A low first visit fix rate is rarely about the engineer. It usually points to one of three things:
| Sign | Likely cause | What to change |
|---|---|---|
| Engineers arrive without the right part | Thin fault descriptions | Record equipment, brand and fault type on every ticket |
| The same diagnosis is repeated on each visit | Missing documentation | Write up every fix, with firmware before and after |
| A fault keeps returning | A repeat fault nobody has traced to its cause | Review repeats monthly and fix them at source |
How to improve first visit fix rate
- Ask for fault type and equipment to be recorded on every ticket. It takes a minute when the fault is reported and saves hours later.
- Review repeat faults monthly and fix them at source. A firmware update, a replaced cable or a configuration change often ends a run of call outs.
- Keep a shared library of proven fixes. Engineers check it before they travel.
- Track the rate by site and by brand, not just overall. One awkward site or one troublesome product can hide inside a good average.
How a call out runs when first visit fix rate is the goal
The difference between a one visit fix and a three visit saga is usually decided before the engineer leaves for site. A well run call out follows the same path every time:
- The fault is logged with the site, the room, the equipment, the brand and what the user saw, ideally with a photo of any error on screen.
- The engineer checks the history: earlier tickets for that room, the firmware on record and any matching entry in the fix library.
- Parts and access are confirmed, so a likely replacement travels with the engineer and someone is ready to open the room.
- The fix is done and tested with the user before the engineer leaves.
- The record is updated: what was found, what was done and the firmware before and after, ready for the next visit.
Questions to ask your AV support provider
If you are reviewing your current cover, these questions show quickly whether first visit fix rate is being managed or left to chance:
- What was our first visit fix rate last month, and the month before?
- Can you show it by site and by brand?
- Which faults repeated, and what was done about each one?
- Do your engineers keep a written record of every fix, including firmware?
- How do you prepare for a visit to a site that needs access arranged?
A provider who can answer all five with figures is managing the service, not just attending call outs.
Where first visit fix rate makes the biggest difference
The rooms that hurt most when they fail are the ones used by clients and senior staff: boardrooms, Teams Rooms, training suites, and receptions with LED walls or digital signage. For businesses with sites in several counties, a second visit can also mean a second long drive, so a high first visit fix rate saves travel as well as time. Planned checks through 1Install Care help further by catching worn parts and out of date firmware before they cause a call out.
Questions we are often asked
Is a 100 per cent first visit fix rate realistic?
Not for every fault, since some need parts or a second visit by design. The goal is a steady rise.
Who sees the Fix Library?
It is an internal resource for engineers, so clients benefit through faster repairs.
Does a pre booked visit count against the first visit fix rate?
No. A pre booked visit is planned so the fix can be done in one go; it counts as a first visit fix if the fault is resolved then.
Is first visit fix rate the only measure that matters?
No. It works best alongside response level met, repeat faults and time on site, so a fast first visit is never traded for a rushed fix.
How quickly should the rate improve?
Once faults are logged fully and fixes written up, you should see the trend move within a few months of tickets.
To see how first visit fix rate is tracked across your sites, Book a consultation or call Dublin on 01 906 9326 or Cork on 021 202 8107.
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