14 Mar Top field service metrics and KPIs you need to track
Is your field service team running efficiently, or are you starting to notice areas that could use
improvement? Over time, small inefficiencies—such as rising employee turnover, increased operational
expenses, and repeated service calls—can add up and hinder overall performance. When these issues
begin to surface, it’s essential to track and evaluate your team’s performance closely.
Metrics and KPIs are more than just numbers on a spreadsheet—they are vital for maintaining a seamless
field service operation. If customer complaints are increasing or your team spends more time
troubleshooting than delivering results, it’s time to delve deeper. Monitoring the right metrics and KPIs can
help identify and resolve inefficiencies before they escalate.
So, what should you focus on? Let’s explore the key field service metrics and KPIs that can drive efficiency,
enhance customer satisfaction, and strengthen your business’s profitability.
Field Service Metrics vs. KPIs
To start, let’s distinguish between metrics and KPIs. Though often used interchangeably, these terms have
different roles. Both are crucial for field service management but offer unique insights.
Field Service Metrics: These are measurable data points that help evaluate your operations. Examples
include travel time, job completion rates, and revenue per technician. Metrics provide detailed insights into
your operations, enabling you to monitor trends and progress.
Field Service KPIs (Key Performance Indicators): KPIs are focused performance indicators aligned with
business goals. They provide a broader perspective on how well your team meets objectives. KPIs such as
first-time fix rates and customer satisfaction scores reveal your business’s overall health and areas for
improvement.
What Are Field Service Metrics?
Field service metrics are quantifiable measures of your operations. These numbers highlight where time
and resources are spent, offering a clear view of efficiency and costs. By consistently tracking metrics,
you can quickly identify and address inefficiencies. For instance, job completion rates, service call resolution times, and operational costs per task are critical
metrics that reveal your team’s strengths and areas needing attention.
What Are Field Service KPIs?
KPIs are goal-oriented indicators that reflect the success of your field service operations in meeting
broader business objectives. Unlike metrics, which detail specific actions, KPIs provide a strategic
overview of your team’s performance and its impact on the business.
Examples include first-time fix rates, customer satisfaction scores, and mean time to repair. These KPIs
show whether your team’s performance aligns with your operational and financial goals.
Essential KPIs for Field Services
Monitoring these key KPIs can help ensure your team delivers high-quality service, works efficiently, and
meets customer expectations:
First-Time Fix Rate (FTFR): This measures the percentage of customer issues resolved on the first visit. A
high FTFR reduces follow-up visits, lowers costs, and boosts customer satisfaction.
Mean Time to Repair (MTTR): Tracks the average time to resolve a service issue from start to finish.
Faster resolution times lead to higher customer satisfaction and more jobs completed daily.
Customer Satisfaction Score (CSAT): Measures customer happiness based on feedback collected through
surveys or reviews. It reflects whether your team is meeting or exceeding client expectations.
Workforce Utilisation Rate: Evaluates how much time technicians spend on billable tasks versus nonbillable activities like travel or paperwork. Higher utilisation translates to improved efficiency and profitability.
Key Field Service Metrics to Track
In addition to KPIs, tracking metrics can provide actionable insights to optimise specific areas of your
operation. Below are key metrics across efficiency, financial performance, and customer satisfaction:
Operational Efficiency Metrics:
Job Completion Rate: The percentage of successfully completed jobs within a timeframe. A low rate may
signal overburdened or undertrained staff.
Travel Time: Measures time spent traveling between jobs, helping identify opportunities to optimise routes
and schedules.
Average Response Time: Indicates how quickly your team can address scheduled jobs. Faster response
times lead to better customer experiences.
Service Call Resolution Time: Tracks the duration from arrival to issue resolution. Efficient resolution
minimizes downtime and enhances customer trust.
Financial Performance Metrics:
Cost Per Job: Tracks the expense incurred for each completed job, providing insights into pricing and
operational efficiency.
Revenue Per Technician: Measures individual contributions to revenue, shedding light on overall
profitability.
Gross Margin Per Service Call: Indicates profit margins after accounting for direct service costs.
ROI for Service Operations: Evaluates whether your field service operations deliver profitable returns.
Customer Satisfaction Metrics:
Net Promoter Score (NPS): Measures customer loyalty by gauging the likelihood of recommending your
services to others.
Customer Retention Rate: Tracks the percentage of clients who return for additional services, reflecting
service quality.
Customer Effort Score (CES): Assesses how easy it is for customers to resolve issues with your team, with
lower scores indicating smoother experiences.Tracking and Analysing Field Service Metrics with Simpro
Managing all these metrics and KPIs can be overwhelming, but Simpro simplifies the process. Our field
service management software provides real-time insights, enabling you to identify issues before they
escalate.
Simpro’s tools streamline scheduling, reporting, and analysis, so you can focus on improving performance
and efficiency. By centralising your data and analytics, Simpro empowers you to adopt industry best
practices and stay ahead of field service trends.
The Value of Metrics and KPIs for Field Service Success
Ultimately, tracking metrics and KPIs is about equipping your team with the insights needed for success.
By staying informed, you can make data-driven decisions that improve customer satisfaction, enhance
team performance, and grow your business.
Ready to transform your operations? Let Simpro provide the tools to simplify field service management,
boost productivity, and drive long-term success.
No Comments