September 30, 2022

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Critical KPIs for Field Service Management

3 min read

As a field service manager, you ensure that your team provides excellent customer service. This can be challenging, as you must juggle many factors, including scheduling, dispatch, and resource allocation. To succeed, you need to clearly understand your business’s key performance indicators (KPIs).

What are Key Performance Indicators?

They are numerical values that help you track and understand how well your business is performing. KPIs can measure various factors, including customer satisfaction, operational efficiency, and financial health.

There are many different KPIs that you can use to assess your field service business. However, not all of them will be equally relevant or useful for your company. It’s important to choose KPIs that are specific to your business goals and objectives.

Here are some important Field Service KPIs that you should track for your field service business:

Customer satisfaction rating

This measures how satisfied your customers are with their service quality. You can calculate this KPI by surveying your customers and asking them to rate their experience on a scale of 1 to 5.

First-time fix rate

This KPI measures how often your technicians can resolve a problem on the first visit. A high first-time fix rate indicates that your technicians are well-trained and knowledgeable.

Average time to repair

This KPI measures the average time your technicians take to resolve a problem. A low average time to repair indicates that your technicians are efficient and effective.

Service call close rate

This KPI measures the percentage of service calls successfully closed by your technicians. A high service call close rate indicates that your technicians can resolve most problems.

Average time on site

This KPI measures the average time your technicians spend at a customer’s location. A low average on-site time indicates that your technicians are efficient and effective.

Customer churn rate

This KPI measures the percentage of customers who cancel their service contract within a specified time. A high customer churn rate indicates that your customers are unsatisfied with your service.

Average response time

This KPI measures the average time your technicians respond to a service call. A low average response time indicates that your technicians quickly respond to customer needs.

There are different benefits of having KPIs, including;

  • Helps you identify areas that need improvement

It is a great way to identify areas of improvement for your business. By looking at your KPIs, you can quickly see which areas are underperforming and need attention.

  • Helps you track progress

KPIs can also help you track the progress of your business over time. This helps see whether or not your efforts to improve are having an impact.

  • Helps you make better decisions

KPIs can help you make better decisions about where to allocate your resources. By looking at your KPIs, you can see which areas of your business are most in need of attention. This information can help you make more strategic decisions about investing time and money.

In conclusion, KPIs are a valuable tool that can help you assess and improve your field service business. When choosing KPIs, selecting those most relevant to your company’s goals and objectives is essential. By tracking your KPIs, you can identify areas of improvement, track progress, and make better decisions about investing your resources.

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