Glossary

    First-Time Fix Rate

    Percentage of service calls resolved on the first visit — the top customer-satisfaction driver in trades.

    For repair-heavy trades (HVAC, plumbing, appliance), every callback erases the original job's margin and damages the relationship. Top-quartile shops run 85%+ first-time fix; bottom quartile under 70%. Driven by truck-stock optimization, photo-tagged diagnostic notes, and tech experience.

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