What Metrics Are Used on Field Service Dashboards?

In order to ensure efficient operations, effective customer service, and efficient resource allocation, field service management is essential. Organizations depend on field service dashboards with key performance indicators (KPIs) and analytics to accomplish these goals.

These dashboards provide in-the-moment insights into numerous fields operating areas, allowing firms to make fact-based choices. We will examine a full list of KPIs and analytics often used on field service dashboards in this post.

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Operational Efficiency Metrics

  • First-Time Fix Rate: The proportion of service calls that are resolved during the first visit is tracked by this KPI. High first-time repair rates are a sign of productive field personnel and well-planned schedule, which translate into lower costs and more customer satisfaction.

  • Response Time: This indicator measures how quickly field technicians react to a service call. Organizations may identify bottlenecks and streamline their dispatching procedures by monitoring response time, which leads to speedier customer service.

  • Mean Time to Repair (MTTR): The mean time to repair or remedy a problem, or MTTR, is measured. Businesses may identify areas for development and put downtime-reduction plans into action by studying this KPI.

  • Work Order Completion Rate: This KPI shows the proportion of work orders that are completed within the allotted period. By keeping an eye on this measure, jobs are completed on time and any inefficiencies in the field service process are found.

Technician Performance Metrics

  • Technician Utilization: This indicator tracks how much of a field technician's time is spent on billable vs non-billable duties. Utilizing technicians to their full potential increases productivity and maximizes income.

  • Average Job Duration: The average amount of time technicians spend on each task is determined by this KPI. Organizations may find trends, spend resources wisely, and increase schedule accuracy by analyzing this measure.

  • Travel Time: The amount of time technicians spend commuting between service sites is measured as travel time. Organizations may cut travel time, save fuel costs, and improve the number of service calls finished in a day by monitoring trip time and optimizing routing and dispatching procedures.

  • Technician Productivity: This KPI measures how many service calls or jobs each technician completes in a certain amount of time. It aids in the identification of technicians who perform well and offers knowledge for projects including training or performance enhancement.
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Customer Satisfaction Metrics

  • Customer Satisfaction Score (CSAT): Based on surveys or other post-service data, CSAT calculates customer satisfaction ratings. Organizations may evaluate customer sentiment and find areas for service delivery improvement by integrating CSAT data into field service dashboards.

  • Net Promoter Score (NPS): The Net Promoter Score (NPS) gauges how likely consumers are to promote the business' services to others. Monitoring NPS on field service dashboards offers insights into client loyalty and aids in spotting chances to improve client experience.

  • Service Level Agreement (SLA) Compliance: The organization's adherence to contractual duties involving response time, resolution time, or other service-related responsibilities is measured by SLA compliance. Customer satisfaction is increased when service goals are continuously reached, which is ensured via dashboard monitoring of SLA compliance.

Resource and Inventory Management Metrics

  • Inventory Turnover: This KPI determines how often merchandise is sold or utilized over a certain time frame. Organizations may optimize stock levels, save carrying costs, and guarantee that field personnel have access to the tools and supplies they need by keeping an eye on inventory turnover.

  • Parts Fill Rate: The proportion of service calls when the necessary components are on hand for the technicians is known as the parts fill rate. Monitoring this indicator enables businesses to spot inventory management weaknesses and guarantee prompt customer problem response.

  • Resource Allocation: Metrics for resource allocation keep track of how field service resources, such as cars, tools, and equipment, are used. Analysis of these data aids in cost-effective resource allocation, downtime reduction, and downtime minimization.
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Financial Metrics

  • Revenue per Technician: This measure figures out the typical revenue per field technician. Organizations may evaluate employee performance, identify top performers, and put initiatives in place to boost revenue creation by monitoring revenue per technician.

  • Cost per Service Call: This KPI assesses the typical cost of each service visit, which takes into account labor, parts, and travel costs. This metric's analysis aids in finding areas for cost-cutting and increases overall profitability.

  • Profitability by Service Type: This statistic evaluates the financial viability of various service or contract forms. Organizations are able to concentrate on high-margin services and improve pricing strategies by assessing profitability by service type.
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Workforce Management Metrics

  • Field Technician Training and Certification: The number of technicians who have finished relevant training and certification programs is tracked by this measure. Monitoring this KPI offers information for continuous training programs and guarantees that technicians have the abilities needed to do their duties effectively.

  • Technician Attrition Rate: The proportion of technicians who leave the company during a certain time period is measured by the attrition rate. Monitoring this indicator makes it possible to spot problems with workforce stability and to take preventative action to solve retention problems.

  • Technician Skillset Coverage: This measure evaluates the variety of skills the technical workforce has. Organizations may make sure they have a varied skill set to fulfill a range of service needs by analyzing their skillset coverage.

Safety and Compliance Metrics

  • Safety Incident Rate: The amount of safety incidents or accidents that take place when field service activities are tracked by this KPI. Monitoring safety incident rates enables proactive actions to improve safety procedures and aids in identifying possible dangers.

  • Compliance with Regulations: This measure assesses the organization's compliance with legal mandates, such as environmental laws or standards for workplace health and safety. Monitoring compliance lowers the risk of fines or penalties and ensures that field service activities comply with legal requirements.
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SLA Performance Metrics

  • First Response Time: This KPI tracks how long it takes to reply to a service request after it is made. Monitoring initial response times supports fast client involvement while assisting enterprises in upholding SLA promises.

  • Resolution Time: The length of time it takes for a service request to be successfully resolved is measured by the resolution time. Organizations may streamline service procedures and regularly satisfy SLA standards by analyzing this measure.

Predictive and Preventive Maintenance Metrics

  • Equipment Failure Rate: This statistic counts how often pieces of equipment malfunction or break down while being used for maintenance. Organizations may detect maintenance requirements, plan preventive maintenance, and lower the risk of unscheduled downtime by tracking equipment failure rates.

  • Predictive Maintenance Effectiveness: Metrics for predictive maintenance assess the precision and potency of these schemes. The effectiveness of predictive maintenance solutions in reducing equipment failures and improving maintenance schedules is assessed by businesses using these measures.
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Real-Time Monitoring and IoT Metrics

  • IoT Device Connectivity: The proportion of IoT devices that are successfully connected and providing data is gauged by this statistic. The availability of real-time data for analysis and decision-making is ensured via monitoring device connection.

  • Remote Diagnostics Success Rate: Metrics for remote diagnostics evaluate the efficiency of remotely identifying and resolving equipment problems. Organizations may decrease the requirement for on-site visits, raise first-time repair rates, and enhance customer satisfaction by analyzing this measure.

  • Sensor Data Analysis: Analyzing sensor data entails looking at information gathered from IoT sensors that are built into machinery. These analytics provide information on the functionality of the equipment, use trends, and prospective repair requirements.