First-visit completion rate

Definition

The share of jobs finished on the first visit, with no second trip for a part.

Why It Matters

Every second trip costs a truck roll, a technician's hour and a customer's patience, and none of it is billable. It is set by what the van stocks and by how well the phone call diagnoses the fault before anyone drives out, which are both things a new owner can change. Ask for completed-on-first-visit as a share of calls for a year, and read a low one as inventory and intake work waiting to be done.