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Field Service KPIs

Jul. 8, 2022

What is the Field Service KPIs?

There are a number of key performance indicators (KPIs) that can be used to measure the performance of a field service organization. Some of the most important KPIs include:


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· First-time fix rate: This is the percentage of times a field service technician is able to resolve a problem on their first visit. A high first-time fix rate is a good indication that technicians are properly trained and equipped to handle the majority of service calls.

· Average time to repair: This is the average amount of time it takes for a field service technician to resolve a problem. A low average time to repair indicates that technicians are able to quickly and efficiently resolve issues.

· Service level agreement (SLA) compliance: This is the percentage of service calls that are completed within the time frame specified in the SLA. A high SLA compliance rate indicates that the field service organization is meeting or exceeding customer expectations.

· Customer satisfaction: This is a measure of how satisfied customers are with the overall field service experience. A high customer satisfaction rate indicates that customers are happy with the service they are receiving.

· Technician productivity: This is a measure of how much work a technician is able to complete in a given period of time. A high level of productivity indicates that technicians are efficient and effective at their jobs.


By tracking these KPIs, field service organizations can identify areas that need improvement and make the necessary changes to improve overall performance.