Service managers should track and measure these KPIs to exceed customer expectations
The list below highlights some of the most important KPIs (Key Performance Indicators) service organizations are measuring today.
Service managers should start with only four or five KPIs that will be most useful for their business instead of trying to implement all of them at once.
Determine which are most important to your organization by evaluating problem areas, and then, only after reaching your original goals, add to the list.
Track these top 5 KPIs to reach your field service business goals
Billable travel time
By reducing the amount of travel and identifying where routing can be more efficient, service teams are able to spend more time on billable tasks and tackle more work orders. Not to mention the customer satisfaction that comes from getting to a jobsite and resolving an issue faster.
Another option that service organizations should consider is billing for a service charge to cover truck maintenance costs.
Pro Tip: Service scheduling software with GPS allows schedulers to see where techs are on a map and assign the closest available qualified technician to an incoming work order to reduce travel time, distance, and costs.
To track technician utilization and productivity, divide the amount of time the tech is working on things that are part of the job description versus time filling out timesheets, attending meetings, and other activities unrelated to productive work.
Pro Tip: Improve productivity significantly by eliminating paper and duplicate data entry with an all-in-one FSM system. When workers don’t have to worry about reentering data, their time is freed up to work on more important tasks.
After you’ve figured out technician productive time, service managers can determine what percentage of that was billable.
If organizations have a high ratio of billable to productive time, that is a potential indication that not enough equipment is covered by a maintenance contract.
Pro Tip: To even out this ratio, make selling more service contracts a deliberate strategy in your service organization. Maintenance agreements are the true path to profitability and consistency.
Understanding your customer satisfaction rate can improve your services and attract more customers. Collecting this information can tell you what your customers think you’re lacking and then you can make improvements.
There are many ways to collect customer satisfaction data. One way is to use features on a mobile field app. It is also helpful to include a review section on your website. Tracking the percentage of 5-star reviews will help you make improvements.
Percent of PMs completed
All of your PM (preventative maintenance) jobs should be completed on time. Documenting the percent of PMs completed in a timely manner will help you gauge how well your organization is doing.
It’s important to make sure that PMs don’t get pushed to the side due to break fix jobs. This can be an indication that your organization isn’t running as efficiently as possible, which can result in loss of revenue and customers.
Pro tips for tracking critical field service KPIs
Knowing what your KPI options are is one thing; setting, measuring, and meeting them is another. Here are tips service managers can use to set and exceed field service goals.
Start with the most important KPIs for your organization
To determine which four or five KPIs are most important, ask yourself:
- What are the most important goals for my service organization this year?
- How do we get the information we need?
- How do we disseminate that information to the right people?
Based on your answers, you may determine that it’s more important to focus on SLA compliance than selling more service contracts, so you make a plan and work towards keeping customers happy before you try to sell them a contract.
Clearly communicate goals to the service team
You can’t expect your team to meet or exceed KPIs if you don’t clearly communicate what the goals are. Once you choose which KPIs you’re going to focus on for the year, visually display progress in a public place for the whole team to see, or disseminate the information on a regular basis via email, newsletters, etc.
Make it a competition and acknowledge strong performance
In addition to communicating goals, acknowledge when team members meet or exceed them. Post tech stats in a public place; reward your highest performing technicians. A little recognition can go a long way when it comes to motivating workers to meet goals.
Use an FSM system with native business intelligence to track performance
If you’re using a field service management system with analytical capabilities, use the intelligence to generate reports to regularly measure the KPIs you’ve set. Decide what you want to report on, and then build the reports that you want to show. Don’t forget to share this data with your team to keep them in the loop and motivated.
Technology has made it easier to identify what to measure and to retrieve accurate information quickly. So while the KPIs themselves have remained relatively stable over the last decade, service managers’ ability to set smart goals, track performance, and make informed changes has made it more important than ever to perform well and exceed customer expectations.