A customer can walk out of the service drive satisfied with how they were treated and still have to come back next week because the original issue wasn’t actually fixed. That gap, between how a visit felt and whether the work was done correctly, is exactly what Fix It Right the First Time (FIRFT) is built to catch.
What Does “Fix It Right the First Time” Measure?
FIRFT tracks whether a customer’s vehicle issue was resolved correctly during their first service visit, without requiring a return trip for the same concern. It’s typically captured as part of the OEM’s post-service survey, as a distinct question from overall satisfaction.
Why FIRFT Is Tracked Separately From CSI
FIRFT is its own metric, not a component or driver of CSI. A customer can rate their overall visit highly, friendly advisor, clean waiting area, fast check-in, even if the actual repair didn’t hold. Conversely, a customer might rate the visit itself only average while confirming the repair was done correctly the first time. Because these two survey questions measure different things, they can move independently. That’s useful information, not noise: a rooftop with strong CSI but weak FIRFT has a technical execution problem hiding behind a good front-of-house experience.
Where the FIRFT Score Comes From
As with CSI and NPS, the FIRFT score is generated by the OEM’s or brand’s own service survey system, not by Oxlo. Each brand determines its own survey questions, scoring methodology, and reporting cadence, and publishes the result to its own dealer-facing portal.
Oxlo doesn’t administer the survey or calculate the FIRFT score. Oxlo connects to the brand’s website or portal and exports the score exactly as the OEM has already published it.
Why FIRFT Matters for Dealer Groups
Comebacks are expensive in ways that don’t always show up in a single P&L line: loaner vehicles, technician rework hours, parts reordered, and a customer who now has reason to question the shop’s competence. FIRFT is often a leading indicator of service retention risk before it fully shows up in CSI or repeat visit rates. For a dealer group, tracking it at the rooftop and technician level makes it possible to catch a training or process issue before it becomes a pattern across multiple stores.
Tracking FIRFT Across Multiple Brands and Rooftops
The practical difficulty isn’t understanding FIRFT, it’s finding it consistently. Not every brand labels or reports it the same way, and it doesn’t always sit next to CSI and NPS in the same portal view. For a group running several brands, that means someone has to know where to look for each one, separately, every reporting period.
How ASAP Includes FIRFT in Your Standard Export
Oxlo’s Automated Score Aggregation Program (ASAP) pulls FIRFT alongside CSI, NPS, and SEI from each brand’s portal, consolidating all four into one standardized export delivered on consistent time frames. That means a service comeback problem at one rooftop doesn’t stay buried in a portal no one checks.
Get FIRFT in the Same Export as Your Other Scores
Contact Oxlo to see how ASAP exports FIRFT alongside every other score your dealer group tracks.