All service Providers pride themselves on their Service Departments FCE (First Call effectiveness). However many don’t know their FCE percentage and others aren’t sure how to calculate their FCE properly, or worse they are informed by consultants who lower the standards of measurement by including things like courtesy calls, which creates the perception of doing well above average.
In explaining the cost impact of your FCE, I will first define a service call as an activity where a technician is dispatched to a customer location to fix a problem. Virtually any other service call that happens is created by the dealer or technician. If it’s a callback, (tech), Hold for part (dealer), Courtesy calls are dealer created, etc. So, ask yourself this question, if you took your car in for service, you expect it to be fixed the first time correct? If you had to take it back two or three more times to resolve the original complaint, how would that make you feel about the service organization, how would you describe your customer experience, or how eager would you be to refer this service provider?
Dealers who include dealer generated courtesy calls where no parts are used are padding their numbers, which deceives their good intentions towards constant FCE management and improvement. Proper FCE is the percentage of time the customer called, and the device was fixed the first time (First Call Efficiencies)