In any industry, staying on top of the key performance indicators (KPIs) that matter is critical for success.
Field service is no different. Staying on top of KPIs is essential for maintaining efficiency, customer satisfaction, and overall success. The challenge? Field service is a complex industry with various nodes and lots of moving (literally!) parts.
We’re often asked by our users and other thought leaders in the space: if I can only track a handful of KPIs, what should they be, and they? So here, we wanted to put together a tight, actionable blog answering that question.
Based on your years of experience, here are the ten metrics that matter the most – and some first steps for seeing positive results with them. Some of these might seem basic, and some of them might seem in-the-weeds. But from what we’ve seen, these are the big ten.
#1: Customer Satisfaction
Why it Matters: Customer Satisfaction (CSAT) measures how satisfied customers are with the service provided. It is crucial because it directly reflects customer experience and loyalty. High CSAT scores indicate positive customer experiences, which are essential for retaining customers and gaining referrals. But historically, field services had little visibility into customer satisfaction unless complaints were made, making it difficult to gauge overall performance.
How to See Results: Your 5-star performance deserves a 5-star review! To achieve high CSAT scores, make it easy for customers to provide feedback through mobile apps, portals, emails, or texts. Regularly collect and analyze this feedback to identify areas for improvement. Emphasize prompt and effective resolutions, courteous service, and clear communication to continually enhance customer satisfaction.
#2: First-Time Fix Rate (Average of Tickets Closed with KB and Without Child Tickets)
Why it Matters: First-Time Fix Rate (FTFR) measures the percentage of service issues resolved on the first visit. It is calculated as FTFR = (Number of service calls not requiring a second visit) / (Total number of service calls). A high FTFR indicates that field workers are efficient and well-prepared, which reduces costs and improves customer satisfaction by minimizing disruptions.
How to See Results: To improve FTFR, equip your field workers with the best mobile capabilities and tools, such as AI-powered pre-briefing diagnostics, customer data, task details, asset history, and connected equipment insights. Ensure the mobile app works offline, allowing workers in remote locations to download necessary information ahead of time. Provide resources like AI-generated knowledge bases and video assistance to support field workers in resolving issues on the first visit.
#3: Mean Time-to-Completion
Why it Matters: Mean Time-to-Completion (MTTR) measures the average time it takes to complete a field service activity. MTTR = Total amount of time to complete jobs / Total number of jobs. This metric is crucial for understanding the efficiency and productivity of your service team, dispatchers, and field workers. Reducing MTTR minimizes downtime and enhances customer satisfaction by ensuring quick and effective service delivery.
How to See Results: To reduce MTTR, analyze data to identify bottlenecks and streamline processes. Optimize resource allocation and provide clear, concise task information to field workers. Implement scheduling tools and improve communication channels to ensure timely job completions, ultimately enhancing overall service efficiency.
#4: Average Response Time
Why it Matters: Average Response Time measures the time it takes to respond to a service call. Average Response Time = Total amount of time to respond / Number of responses. This metric is vital because faster response times lead to increased customer satisfaction and trust, demonstrating a company’s commitment to timely service.
How to See Results: To improve response times, use data to understand response times by field worker or service type. Implement advanced scheduling tools and optimize communication systems. Train field workers to prioritize urgent tasks and provide them with the tools and information needed to respond quickly. Enhancing these aspects can significantly reduce response times and improve overall customer satisfaction.
#5: Time to Site
Why it Matters: Time to Site measures the time it takes for a field worker to reach a customer’s location. Accurate ETAs and timely arrivals are crucial as nothing frustrates customers more than waiting due to inaccurate ETAs. This metric is important for operational efficiency and customer satisfaction.
How to See Results: To reduce time to site, use route optimization to help dispatchers manage locations, find the shortest routes, and plan effectively with a full map view. Embed GPS into the field service mobile app to direct field workers and provide dispatchers with a complete view of every resource in the field. Accurate navigation and route planning tools ensure field workers can arrive on time, enhancing customer satisfaction and operational efficiency.
#6: Service Call Volume
Why it Matters: Service Call Volume measures the number of service requests handled over a specific period. This metric helps gauge customer demand and operational efficiency. In today’s economy of convenience, customers expect seamless and efficient service experiences similar to app-based services like food delivery or ride-sharing.
How to See Results: To manage high service call volumes, provide self-service capabilities through text or a customer portal to reduce the need for calls. Keep customers informed with automated updates, live tracking, and easy service request changes via a customer-facing web app. Analyzing service call volume trends helps you understand customer behavior and adjust resources accordingly, improving overall service efficiency and customer experience.
#7: Jobs Per Day
Why it Matters: Jobs Per Day measures the average number of jobs completed by each field worker daily. This metric is crucial for assessing the efficiency of scheduling and resource allocation. Efficient scheduling ensures that field workers are utilized effectively, reducing downtime and maximizing productivity.
How to See Results: To increase the number of jobs completed per day, use workforce analytics to assign jobs based on location, skill set, worker availability, equipment availability, and inventory on hand. Optimize scheduling by leveraging data insights to ensure field workers are deployed effectively. Reducing downtime and improving resource allocation enhance overall service delivery and customer satisfaction.
#8: Employee and Contractor Turnover
Why it Matters: Employee and contractor turnover measures the rate at which workers leave the organization. High turnover rates can indicate dissatisfaction among employees and contractors, often due to slow, manual time-tracking and approval processes. Monitoring this metric helps gauge employee satisfaction and the effectiveness of management practices.
How to See Results: To reduce turnover, implement AI-powered solutions to automate briefings, post-work summaries, and other routine tasks, allowing workers to focus on higher-skilled activities. Provide ongoing training and development opportunities to improve job satisfaction and retention. Efficient administrative processes and a supportive work environment can significantly reduce turnover rates, ensuring a more experienced and productive workforce.
#9: Overall Costs
Why it Matters: Overall costs measure the financial efficiency of your field service operations. This metric helps determine if your field service management solution is cost-effective. High costs can indicate inefficiencies that need to be addressed to improve profitability.
How to See Results: To manage overall costs, utilize connected solutions that drive efficiencies for dispatchers and improve field productivity with a complete customer view. Implement faster invoicing and optimized processes to reduce operational costs. Automation and AI-powered scheduling help reduce time on the road and potential overtime costs. Regularly reviewing and analyzing cost data can identify inefficiencies and areas for cost savings, enhancing profitability.
#10: “Re-Visit” / Repeat Work Order Ratio
Why it Matters: The “Re-Visit” or Repeat Work Order Ratio measures the frequency of repeat visits required to resolve an issue. A high re-visit ratio can indicate problems with initial service quality or the need for additional training. This metric is important for assessing service efficiency and customer satisfaction.
How to See Results: To reduce the re-visit ratio, empower field workers with tools and training to identify and capitalize on sales opportunities during service visits. Provide comprehensive training and resources to ensure issues are resolved correctly the first time. Track sales leads generated by field workers to measure the effectiveness of upselling efforts and identify areas for improvement. Focusing on upselling and improving service quality can increase revenue, enhance customer satisfaction, and optimize operational performance.
Driving Field Service Excellence with GoDeskless
Understanding and effectively utilizing these ten key performance indicators (KPIs) is vital for any field service organization striving for excellence. By focusing on these critical KPIs, you can optimize resource allocation, reduce costs, and enhance the overall customer experience. Implementing the strategies outlined for each KPI will help you achieve significant improvements in your field service operations.
As the leaders in field service solutions, GoDeskless offers a comprehensive platform designed to empower your operations with cutting-edge technology. Our mobile-first solutions ensure your field workers have the tools they need to excel, from AI-powered diagnostics to real-time customer insights. Partnering with GoDeskless means equipping your team with the resources necessary to track and improve these essential KPIs, driving efficiency and satisfaction in every aspect of your service delivery. Explore our solutions at GoDeskless to transform your field service management today.
