Field service management is a crucial aspect of any business that relies on technicians or engineers to provide on-site service to customers. It involves scheduling, dispatching, and managing field service personnel and equipment to ensure that customers receive timely and efficient service. To improve operational efficiency, it is essential to track key field service metrics.
What do Field service metrics mean?
Field service metrics are a set of measurements used to track and evaluate the performance and efficiency of a field service operation. These metrics can be used to identify areas for improvement and to make informed decisions about how to optimize field service operations.
8 Field service management metrics to improve operational efficiency
Following are some of the field service management metrics to consider tracking for your organization.
1. First-time fix rate (FTFR)
This measures the percentage of service calls that are resolved on the first visit by a technician. A high FTFR rate indicates that technicians are well-trained, equipped, and able to diagnose and fix problems quickly and efficiently.
FTFR = (Number of service calls resolved on the first visit / Total number of service calls) x 100
Factors affecting this metric: Technician’s training and experience, equipment and tools availability, dispatching efficiency, and service call information accuracy.
2. Mean time to complete a job
This metric measures the amount of time taken to complete the task. By using this metric, you can understand the team’s capability to complete a particular task. This helps to optimize the scheduling and dispatching process.
Factors affecting this metric: Equipment and tools availability, and the complexity of the repair, technician’s capability.
3. Customer satisfaction
This metric measures how satisfied customers are with the service they receive. A high customer satisfaction rate indicates that customers are happy with the service they receive and are more likely to continue doing business with the company.
Customer satisfaction can be measured through customer satisfaction surveys or by using the Net Promoter Score (NPS) which is calculated by subtracting the percentage of detractors (customers who give a score of 0-6) from the percentage of promoters (customers who give a score of 9-10)
Factors affecting this metric: Technician’s professionalism, customer service, and the quality of the repair.
4. Equipment utilization
This metric measures how often equipment is being used and how effectively it is being used. A high equipment utilization rate indicates that equipment is being used effectively and efficiently, which can help to reduce costs.
Equipment utilization = (Total equipment hours used / Total equipment hours available) x 100
Factors affecting this metric: Maintenance schedule, equipment availability, and dispatching efficiency.
5. Technician productivity
This metric measures how much work a technician can complete in a given period. A high technician productivity rate indicates that technicians are working efficiently and effectively, which can help to reduce costs.
Technician productivity = (Total number of service calls completed / Total technician hours worked)
Factors affecting this metric: Technician’s training and experience, tools availability, and the complexity of the service.
6. Service level agreement (SLA) compliance
This metric measures compliance with service level agreements, which are agreements between a business and its customers regarding the level of service that will be provided. A high SLA compliance rate indicates that the business is meeting the expectations of its customers.
SLA compliance = (Number of service calls meeting SLA / Total number of service calls) x 100
Factors affecting this metric: Technician’s training and experience, dispatching efficiency, and service call information accuracy.
7. Scheduling efficiency
This metric measures how efficiently service calls are scheduled and dispatched to technicians. A high scheduling efficiency rate indicates that service calls are being scheduled and dispatched quickly and effectively, which can help to reduce costs.
Scheduling efficiency = (Total number of service calls scheduled / Total number of service calls) x 100
Factors affecting this metric: Technician’s availability, customer availability, and the dispatching system’s accuracy and efficiency.
8. Service revenue
This metric measures the revenue generated from service calls. A high service revenue rate indicates that the business is generating a lot of revenue from service calls, which can help to reduce costs.
Service revenue =Total revenue generated from service calls
Factors affecting this metric: Service call prices, technician productivity, and customer satisfaction.
The next step
By tracking key metrics, businesses can gain valuable insights into their operations and identify areas for improvement. However, tracking these metrics and making data-driven decisions can be a daunting task, especially for companies with a large field service team. This is where an enterprise field service management software comes into play.
It is an essential tool that enables businesses to automate and optimize their field service operations, providing real-time visibility into the performance and efficiency of field service operations. With the help of enterprise field service management software, businesses can reduce costs, increase operational efficiency, and enhance customer satisfaction. By investing in such software, companies can gain a competitive edge in the industry, and stay ahead of the curve by providing unparalleled service to their customers. Don’t wait any longer, take action today and start reaping the benefits of an optimized field service management.
