Field Service Metrics and Field Service Key performance indicators help Field Service Suppliers keep track of daily workflows and measure the company’s success in terms of how well it has achieved its set goals.
In this article, we will outline some of the most important Field Service KPIs, and share some good Field Service KPI examples. Most importantly we want to turn your attention to why you should be focusing on matching your business KPIs to customer KPIs.
Some Field Service KPIs can be mission critical while others are there to ensure best practices are met and the business is well on track towards growth.
What are Field Service Key Performance Indicators that Matter the Most!
With so many KPIs to track, it can sometimes become overwhelming for managers. The key is to identify the ones that matter the most to your business.
Field Service Business Owner KPIs
Customer Satisfaction
SLA Compliance
A Service Level Agreement document outlines the deliverables and level of service that one party expects from the other. Ideally, the more you hit the laid-out performance benchmark for your business, the better.
Business Profitability
Employee and Customer Retention
Finding potential good customers can cost businesses more than keeping them. Same is the case with employees. Rather than replacing them, you can focus on retaining employees. Putting strategies in place to retain loyal customers and good talent with the organisation can be one of the key field service metrics for your business.
Field Service Manager related KPIs
Technician Utilisation
Rework Percentage
Meantime to Complete Work Order
Response Time
Average Work Orders Closed in a Day
Technician Related Field Service Metrics
Field Visits Per Technician Per Day
Worker Idle Time
Field Service Metric for Completed vs Invoiced Jobs
1:1 ratios for completed vs invoiced jobs means that all completed jobs are invoiced at a given point in time. While this was previously not possible, field service management softwares today, like i4T Business, allows technicians to present invoice to customers while on job sites and get paid instantly.
Average Distance Travelled Per Day, Per Technician, Per Work Order
Administrator related Field Service Metrics
Time to First Contact
Time to Schedule
Rescheduling Ratio
You get this ratio by dividing the number of site visits that need to be rescheduled by the total number of scheduled site visits in a given period of time. If higher ratio indicates areas for improvement in terms of your job scheduling software, scheduling staff’s performance and customer satisfaction.
Time Taken to Travel
How to Choose the Best KPIs for your Business
Remember your chosen KPIs should be able to help you to:
When deciding which KPIs to choose for your Field Service Business, consider your overarching business strategy and your short and long term goals.
How Technology can Make Tracking Field Service KPIs Simpler
Having the right technology at your disposal, Field Service Business Owners are able to better track their KPIs for better customer service, higher technician productivity and business profitability.
Following are some of the benefits of using i4T Business Field Service Management software to track your business KPIs:
- Understand relationship between various metrics: Using a FSM software, you can easily identify the relationship between technician idle time, technician utilisation and time taken to travel using GPS vehicle tracking.
- Analyse, monitor and understand data: Measuring your field service metrics becomes a lot simpler when your FSM software also provides data analysis capabilities such as business profitability through cash flow management.
- Generating actionable reports: In order to better understand the information, reports are a great way to study trends, identify problem areas and improve service delivery.
- Provide insights for better decision making: The insights driven out of the reports eventually help in better decision making for your employees and your customers.
Parting Thoughts
Running a field service management business, setting up the right KPIs and being able to track them correctly is crucial to stay on top of your game.
Manual systems and outdated technology only makes bottlenecks for technicians in the field and admins in the office.
i4T Business gives Field Service Business Owners complete efficiency, transparency, compliance and security to manage and track their Field Service Metrics for operational or tactical purposes and Field Service KPIs for strategic decision making to deliver ultimate customer satisfaction and achieve business growth. Register today for i4T Business Field Service Management Software and start tracking your KPIs the simple and efficient way.
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