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Why is First-Time Fix Rate So Important?

Stephanie Bernstein
June 9, 2021

It’s all too common for restaurants to follow a reactive repair strategy, or calling on a service provider to urgently fix equipment when it breaks down, due to a lack of time or resources.

As an operator, you’re looking to make the best decision—and cut costs—with every fix.  

But this doesn’t always work in your favor. 

  • What happens when that same piece of equipment fails for the second time in a month? 
  • What happens when one of your GMs doesn’t notify the rest of the team and you’re paying for repeat service?

Suddenly, you’re paying additional fees for a job that wasn’t done properly the first time. 

When evaluating service providers for restaurant maintenance and repairs, there are several key indicators you should look at.

First, what’s the hourly rate? 

Get estimates for the time it will take to fix the equipment and factor in any additional port-to-port or overtime fees. This is one metric you should use to evaluate service providers but it isn’t the only one.

Next, when does the provider have availability? 

Are they able to fix the equipment today, tomorrow, next week? And, does this match the level of urgency for your restaurant and the piece of equipment in need of repair?

In addition to hourly rate and availability, you should also look at the first-time fix rate.

What Is First-Time Fix Rate?

First-time fix rate is the percentage of time that a service provider resolves an issue on the first visit without consulting additional technicians or sourcing for new parts.

Our second annual State of Repairs Report uncovered that the top 25% of service providers: 

  • Respond 6% faster
  • Cost 13% less 
  • Solve an incident 222% faster

Be the first to access the second annual State of Repairs report.

Why Should First-Time Fix Rate Be a Key Indicator?

First-time fix rate is one of the most valuable indicators when choosing a service provider, but it’s often overlooked in favor of vendors with the lowest hourly rate. In choosing a lower cost upfront, this strategy can backfire when the lower hourly rate is charged multiple times for multiple visits.

In selecting a service provider with a high first-time fix rate, you can eliminate multiple travel expenses, additional overtime fees, and unsuccessful solutions to fix the problem. 

Having a high first-time fix rate also indicates the service provider is knowledgeable about the equipment and has the proper tools to fix it.

We recommend restaurants have 5 service providers per category in their roster and knowing what the first-time fix rate is for each.

This is where 86 Repairs comes in - we are your complete partner in R&M. We take repairs completely off your plate—with one text or call, you’ll reach our expert team to help with any on-demand repair issue. 

When you enlist 86 Repairs, you gain access to historical data across every piece of equipment in your restaurant; we track each and every incident, so we’re armed with the knowledge of which solutions did or didn’t work when a piece of equipment breaks down. 

And you guessed it: we track every repair by every service provider and track their first-time fix rate.

While you may be accustomed to making your R&M decisions based on a service provider’s hourly rate or availability, it’s time to consider first-time fix rate. You’ll be spared from high costs, repeat visits, and service disturbances when the equipment is repaired properly, on the first visit. And over time, these costs add up dramatically to improve your bottom line.

For never-before-seen data and insights, register now for our second annual State of Repairs report.