First trip resolution

First trip resolution is the share of maintenance repairs completed during the technician’s or vendor’s initial visit, without needing a follow-up trip. It is also commonly called first-time fix rate. A work order typically counts as resolved on the first trip when the issue is completed after one completed site visit.

A resident reports that a kitchen faucet is leaking. During intake, the team captures photos, the faucet type, and symptoms, so the technician brings the right cartridge and tools and completes the repair on the first visit.

First trip resolution helps operations leaders understand how well maintenance intake, triage, dispatch, and parts planning are working. Higher first trip resolution can reduce repeat visits, shorten time-to-resolution, lower vendor or technician costs, and improve resident satisfaction.