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The importance of the first time fix rate

It’s an unfortunate fact of life that things breakdown, be it gremlins, sods law or just one of those things, and laundry equipment is no different! The important thing is that if and when this happens, your laundry is subject to the minimal of downtime. That’s why it’s so important to not just look at a suppliers advertised response time, but at their first time fix rate.

So what exactly is the first time fix rate?

In a nutshell it means that your machine is left working following an engineers first visit to the offline equipment.  In some cases the engineer may need to order a part, but in the majority of these instances can effect a safe, temporary repair that will get and keep the machine going for the short term, whilst the necessary parts are obtained.

There are a number of factors that impact on a suppliers ability to offer a great first time fix rate, including

  • Engineer expertise (all our engineers undergo a rigorous training programme on our range of machines)
  • Access to parts (Laundryserv engineers carry a huge range of spares on their vans, and have access to a massive range of parts within 24 hours)
  • As well as how easy it is to access key components of the machine (Primus & Miele machines have been designed for ease of diagnosis and service access)

With a 96% first time fix rate - we’re doing really rather well!

Measuring, reporting on & continually improving our first time fix rate is one of Laundryserv’s key customer KPIs, and that’s why we’re really rather pleased with ourselves to be achieving 96% first time fix rates.

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