Key performance indicators (KPIs) are metrics that allow a business to track its performance and progress. Regardless of what type of business you’re in, key performance indicators are essential to measuring success.
For the field service industry, KPIs measure the daily workflow and challenges of field service operations. Without KPIs, you’re unable to identify how your business is performing. By tracking the right ones, you can stay ahead of the competition and progress towards growth.
So, what are the key performance indicators that field service organizations should pay attention to?
For Dispatchers, Schedulers, and Planners
- Time to schedule: The longer it takes to schedule and assign jobs to technicians, the fewer jobs booked in the day. Slower scheduling results in lower productivity and decreased utilization. Scheduling appointments faster leads to a consistent stream of revenue for your company.
- Time to first contact: Once you’ve caught the interest of a prospective customer, don’t wait to reach back out to them. If you wait too long, they may turn to a competitor who reached back out to them sooner. Use this metric to ensure that you’re reaching out to customers as quickly as possible, increasing the chance of a sale and boosting the customer experience.
- Travel time: This is a critical metric for dispatchers and schedulers, directly impacting customer satisfaction. If travel time is high, it could mean that jobs are too far away, few technicians have the skills required for the job, or that too many jobs are last-minute. With this metric, you can identify potential solutions that can help: invest in a GPS that maps the best route, train more technicians to develop specific key skills or find new ways to handle last-minute jobs.
For Field Service Managers
- Utilization/wrench time: This KPI measures how much time is spent on tasks under a field technician’s actual job description vs. time spent on administrative tasks. Essentially, it shows how productive your field technicians are daily and allows you to make the necessary changes to increase efficiency.
- Response time: The quicker technicians respond to calls, the more work they’ll be able to complete. This metric will allow you to measure the average time it takes to respond to a call and identify any issues that may affect the response time. There can be outliers with this metric — some calls might take longer to resolve, but it can help identify where technicians might need more training.
- Rework percentage: This KPI tracks how often a job is revisited due to a faulty repair or installation. This is a critical KPI because it demonstrates that an incorrectly done job or a job with incorrect requirements. Rework percentage can be incredibly frustrating for customers and can result in distrust and loss of future business.
- Variance from standard: Every job has a standard duration of when it should be completed. If the variance is high, it shows that there may be operational issues that need to be resolved. The job duration estimate may need adjustment, or the field technicians might need more training, better equipment, or more information to finish the job sooner.
For Field Technicians
- Customer satisfaction: When your customers are satisfied, they’re more likely to become loyal too. Tracking customer satisfaction will help evaluate how effective daily customer interactions are. Brief customer surveys or other methods can help gauge customer satisfaction. With higher satisfaction rates comes higher retention rates, more conversions, and more profit. If customer satisfaction is low, consider other metrics like response time and repeat visits.
- Jobs completed in a day/week/month: The number of work orders completed in a specific time is a very straightforward and essential KPI, and it plays into other critical metrics. If field technicians are completing fewer jobs on average over time, it could mean that some jobs are taking longer than usual.
- Repeat visits: Like rework percentage, this metric tracks jobs that have been paused or not finished because the technician didn’t complete the job. This can be due to the technician not having access to the job site or the proper equipment for the job. If this metric is high, it means that technicians aren’t successfully completing the job.
Although measuring KPIs is essential for field service companies, tracking and managing the data can be tedious and draining. However, knowing which KPIs to look out for can help your company stay on track and identify changes that need to be made for growth and success.