What is the goal of FTFR and how is it tracked?

• A. Resolve issues on the first visit when possible; tracked through service notes, customer confirmation, and follow-up outcomes
• B. Schedule extra visits and track via phone calls only
• C. Track through attendance logs
• D. Focus on speed over accuracy

Answer: (A)

The goal of FTFR is to resolve the customer’s issue on the first service visit whenever possible. It’s tracked by documenting thorough service notes that explain the diagnosis and actions taken, obtaining the customer’s confirmation that the problem is fixed, and recording follow-up outcomes to verify the resolution or note any needed next steps. This combo provides solid evidence that the issue was handled in one visit and that the customer agrees with the result. This approach boosts customer satisfaction, reduces the need for callbacks, and supports accurate performance tracking. The other options miss the core aim: scheduling extra visits and tracking only by phone doesn’t prove first-visit resolution; attendance logs don’t show whether the problem was fixed; and focusing on speed at the expense of accuracy undermines the purpose of FTFR.