Field Service KPIs Every Multi-Truck Company Should Track

Running a multi-truck operation means every decision—staffing, scheduling, routing or pricing—has a direct impact on your profitability and customer relationships. That’s why industry leaders rely on field service KPIs (Key Performance Indicators).

The right KPIs don’t just measure performance—they highlight opportunities to scale efficiently, maximize profitability and build long-term customer loyalty. Without them, it’s easy to overspend on labor, lose revenue to inefficiencies or miss early warning signs that customers are slipping away.

In this article, we’ll cover:

The most important field service KPIs for scaling
How to measure customer satisfaction and efficiency
Financial metrics that protect your bottom line
Operational insights for workforce and fleet planning
How to start tracking KPIs without getting overwhelmed

What Are Field Service KPIs and Why Do They Matter?

KPIs are the business equivalent of your vehicle dashboard—without them, you’re driving blind. These metrics help you answer questions like:

Are your customers satisfied enough to stay loyal?
Are your techs working efficiently and profitably?
Are your operations set up to scale without breaking?

Tracking field service KPIs consistently gives your leadership team real-time clarity and ensures your entire organization is working toward the same goals.

Customer-Focused KPIs

Happy customers are the foundation of a service business that’s scaling. These KPIs reveal how well you’re meeting expectations.

First-Time Fix Rate (FTFR)

Benchmark: Industry average = 75%; top performers = 88%+
Why It Matters: A higher FTFR means fewer repeat visits, lower costs and happier customers.

Customer Satisfaction Score (CSAT)

Ask: “How satisfied were you with today’s service?” on a 1–10 scale.
Data Point: 94% of consumers say a positive service experience makes them more likely to purchase.
Why It Matters: CSAT directly impacts retention and referral rates.

Response Time

Measures the time from customer request to technician arrival.
Why It Matters: Faster response = higher satisfaction and stronger online reviews.

Efficiency and Productivity KPIs

Even the most skilled technicians lose profitability if their time isn’t optimized. These KPIs help you spot inefficiencies.

Technician Utilization Rate

Formula: (Billable Hours ÷ Total Work Hours) × 100
Benchmark: 70-90% for high-performing teams
Why It Matters: Shows if techs are spending more time working—or waiting.

Mean Time to Repair (MTTR)

Tracks the average time required to resolve an issue.
Why It Matters: Lower MTTR = more jobs completed per day, higher throughput and less customer downtime.

Schedule Adherence

Measures how closely techs stick to their planned schedule.
Why It Matters: Accurate schedules improve productivity, reduce overtime and strengthen customer trust.

Financial KPIs

These KPIs show how effectively your company turns field service into sustainable profit.

Revenue Per Technician

Why It Matters: Identifies top performers, helps guide training programs and ensures you’re getting ROI on labor.

Cost Per Service Call

Includes wages, vehicle costs, parts and overhead.
Why It Matters: Lowering costs while maintaining quality increases profitability per job.

Customer Acquisition Cost (CAC)

Formula: Sales & Marketing Spend ÷ New Customers.
Benchmark: For healthy scaling, customer lifetime value (CLV) should be 5-7x CAC.
Why It Matters: Helps assess whether marketing spend is sustainable.

Profit Margin Per Job

Benchmark: Many service businesses target 20–30%.
Why It Matters: Highlights which services are worth scaling and which drain resources.

Operational KPIs

Operations can make or break profitability at scale. These metrics keep your workforce and fleet optimized.

Parts Availability

Measures how often techs complete jobs without return visits for missing parts.
Why It Matters: Higher availability = faster repairs and lower customer frustration.

Vehicle Utilization

Tracks how much service vehicles are used versus idle.
Why It Matters: Ensures fleet size is right-sized to workload, lowering unnecessary expenses.

Workforce Planning Metrics

Example: Ratios of technicians to schedulers (e.g., 50:1).
Why It Matters: Helps forecast workforce needs and avoid bottlenecks in dispatching and scheduling.

How to Start Tracking Field Service KPIs

Choose 5-7 field service KPIs tied to your top goals (e.g., CSAT, FTFR, Profit Margin, Utilization).
Automate reporting with field service software. Manual spreadsheets waste time and lead to errors. FieldEdge gives you real-time dashboards with customer, technician, and financial insights in one place.
Review your KPIs regularly. Discuss weekly with your leadership team and monthly with your company. When everyone knows the numbers, accountability increases.
Set benchmarks and celebrate wins. Track against industry averages, then work toward beating them.

Ready to future-proof your field service business? See how FieldEdge can instantly streamline your operations. Book your personalized demo today!

Track Field Service KPIs To Improve

As your multi-truck operation expands, field service KPIs become more than numbers—they’re steering the wheel for profitable scaling.

By focusing on the right metrics, you’ll:

Spot inefficiencies before they drain revenue
Keep customers loyal in a competitive market
Build a high-performing, profitable team

Ready to see these insights in action? Book your personalized FieldEdge demo today and discover how leading service businesses use KPIs to fuel growth.