Determine your first-time fix rate to see if your team makes too many return visits, resulting in lost opportunities to profit from new jobs. Simply put, they represent the condensed wisdom of the best field service organizations in the world. Regardless of why our business exists, for it to continue to exist, we need to make sure that it’s performing well and can continue to do so well into the future. It will reduce paperwork and make closing invoices more efficient, and also means the company gets paid faster, too. In 2020, the company had 10 such months — during a pand... Champion AC’s 118% Growth? If you don’t know how whether your operations are supporting your goals, how can you possibly know if – or what – you need to improve? You don’t need to use all or even any of the above metrics, but it’s a place to begin when choosing the right field service metrics for your business. Our customers have saved hundreds of thousands of dollars and hundreds of hours with NextService field service software. Utilize targeted email marketing to get your message to the right customers at the right time, at a lower cost per acquisition than most marketing methods. Contract leakage measures those times when a customer wants work done that they believe is covered by a contract, that is not actually covered, but the technician does for them anyway, and the customer is not charged for it. How quickly do your techs respond to customers’ calls? Below, we examine key field service performance metrics to know and understand, so you can set realistic goals for your technicians and accurately gauge your company’s performance. The Titan Score, built into your ServiceTitan account dashboard, compiles existing performance metrics into seven business practices. Service to cash rate is a measure of the time it takes for a customer to pay for a service, from the time it was completed by the service technician. You also need to remember that different field service metrics can be defined or measured in different ways, so be sure to create clear definitions of what each metric is, and how is it to be tracked, so that you can have confidence in the relevance and accuracy of the numbers. This KPI leads to other metrics like technician productivity and contract profitability. Plano, TX /PRNewswire/ - FieldAware, the leader in made-for-mobile, cloud-based field service automation solutions, today announced availability of FieldAware Insights as part of its field service solution. This doesn't just mean the measurement of customer satisfaction, but also a more rigorous analysis of metrics such as Net Promoter Score (transactional), Retention, Customer Effort Score, and Ease of Doing Business. Ready to choose your field service metrics? https://nextservicesoftware.com/news/field-service-metrics-guide Improving business growth essentially means looking at all the different parts of your business, using metrics like the ones listed above, to identify which parts are working well, and where things can be improved. Consider cutting the number of appointments technicians are assigned in one shift, so they have plenty of time to finish the job on the first visit. The pandemic has created a new reality where field service organizations adapt their field service performance metrics or re-evaluate their importance to the organization’s success. It can be impacted by any decrease in quality of service, including the metrics listed above, and means that your customers are unhappy, which is not good for business. Average response time is a measure of the time that elapses between the initial call or detection of the issue, and when the technician arrives on site to fix the problem. Business growth can be negatively impacted by: Measuring business growth gives you a high-level way to see whether all the different parts of your business are coming together to create a successful, resilient business. You may need to review your field service software to ensure that it can provide you with the metrics you need. Measuring customer effort score (CES) is emerging as a central indicator of your company’s success with the CX during a field service … Attend a TSIA Conference. Retention goes down primarily when customers are unhappy with your products or services – in other words, when your customer satisfaction is too low. Tracking any KPI takes time and effort and unnecessary or unimportant metrics can also be a distraction from the measures that actually matter. The percentage of billable hours goes down when technicians spend more time: A lower utilization rate means that technicians are spending more of their day on non-revenue generating tasks, which reduces overall business profitability, and may mean that you need more staff to complete all the available work. How quickly is a completed job turned into cash in the bank? By continuing to use this site you agree to this. Of course, the whole purpose of tracking your chosen field service metrics is to grow and improve your business. All of these critical metrics help you measure your company’s key performance indicators, or KPIs. To find your bottom line, look no further than revenue per lead. Publish date: Date icon June 26, 2017. You also want to make sure that any metric you’d like to track is something you can readily access the data for, and that’s it’s quantifiable, in some form. Uptime decreases when equipment fails more often that it should, or when issues are not fixed as quickly as they could be. Possibly the most important KPI in the world of field service is the first-time fix rate”. When measuring these metrics, consider 3 things when it comes to improvement: people, processes, and technology. Our comprehensive, cloud-based platform is used by thousands of electrical, HVAC, plumbing, garage door, and chimney sweep shops across the country—and has increased their revenue by an average of 25% in just their first year with us. This one can sometimes be harder to assess, requiring qualitative measures of “happiness”, but can also include things like how long we keep our customers, how often we meet service level agreements (SLAs) or even upsell rates. Although different businesses will need different SLA metrics, including the ones outlined above, in all cases your customer wants to ensure that you provide them with services to an acceptable standard. How quickly does your field service team respond to emergency or break-fix calls? Providing instantaneous information will likely increase your average ticket price, as customers can conveniently accept an estimate for installing a new product or additional services on the spot. field service management software platform, How to Dispatch Field Service Technicians: 6 Tips, ROI: How to Calculate it for Field Service Software, The importance of digitalization for field service management, End of the Year Review: Reflections, Lessons, Predictions, Using Routing to Schedule Jobs More Efficiently with NextService, Speed of diagnosis and first-time fix rates, Fast and flexible scheduling that assigns the closest or fastest available technician to jobs, Minimizing travel, idle or unproductive time for technicians, Streamlining processes so that technicians can complete more work per day, Considering hiring more staff, if there simply aren’t enough technicians to cover it all, Diagnosing problems accurately as early as possible, with real-time access to additional support as required, Ensuring that technicians have ready access to all required parts, and that inventory levels can be managed in real-time, Allocating jobs to the right technician with the right skills and inventory, at the right time, Travelling between jobs (including getting stuck in traffic), Returning to the warehouse to restock their vans, Sorting out unclear or inaccurate information, Returning to site to complete unfinished jobs, Scheduling jobs to minimize travel and time delays between jobs, Ensuring that technicians have all required parts in the trucks each day, Streamlining and minimizing data entry and double-handling of information, Ensuring clear and consistent real-time communication between all parties, Provide plenty of supporting sales materials & training to staff, Create incentives for technicians to upsell customers, Ensure that technicians have the skills to build trust and rapport with customers, Review your service contracts to make them more attractive to customers, Sending technicians with the right skills and parts as promptly as possible when issues arise, Collecting and analyzing data on assets to track issues and inform maintenance schedules, Implementing and tweaking programmed maintenance programs to minimize downtime, Reviewing installation procedures and hardware suppliers to ensure maximum reliability, Ensure you can easily and accurately track deadlines and resolution times, Trigger preventive maintenance programs and reminders automatically, Monitor asset repair history and watch for patterns or trends, What parts and consumable are included and which are not, Which services are included under the contract, Issues are not fixed correctly or the first time, Technicians must return to a site multiple times with the correct parts, Small expenses start adding up e.g. ServiceTitan’s mobile app gives technicians access to a customized pricebook with various options they can show customers and allows them to present customers with accurate estimates and pricing within minutes. To improve uptime, the best field service businesses focus on: By ensuring that your uptime stays high, you maximize customer satisfaction and retention, along with contract profitability. For example, tracking the “delays due to weather” might tell you about the impact of the weather on your productivity, but it’s not directly tied to something you can change. In fact, if you ask any field service business owner knows them by heart. Field Service Metrics: The 5 Most Valuable KPIs. At ServiceTitan, we take a holistic approach to field service management software. How often are technicians performing work for free? Key performance indicators (KPIs) are business metrics that provide raw quantitative data about your company’s performance. Unfortunately, too many field service professionals are leaving valuable insights on the table and making decisions based on inaccurate assumptions. Make sure that your field service KPIs measure things that you can do something about. Acquiring new customers is expensive, so keeping your retention rates high means that your business can earn more from your existing customers and spend less on acquiring customers, through the invaluable referrals and strong reputation that you derive from happy, satisfied customers. Equally important in measuring how well we’re performing our services, is customer satisfaction. In the world of marketing, customer acquisition cost equals your ad spend divided by the number of booked jobs as a result of that spend, over a certain period of time. fuel costs, payment gateways, Technicians fail to bill for billable work, Track all expenses associated with each job, no matter how small, Accurately track and invoice for billable and non-billable work, Minimize the amount of time spent travelling to site and fixing jobs correctly, Ensure that SLAs are closely tracked and met as much as possible, Train and equip staff to capture upsell opportunities, The technician recording any additional job details e.g. If your tech utilization rate seems low, evaluate ways to improve scheduling and dispatching. 5. To improve average response times, it’s important to focus on: By keep average response time as low as possible, customers are kept happier, schedulers and technicians can be more productive. Let’s take a look at some of the best field service metrics to track in your business, and how to choose the right ones for you. The best field service metrics to track in your business depend heavily on the nature of your business, the environment or industry you’re operating in and your business goals. the amount of expected revenue from a service call compared to the actual revenue received. This White Paper published by Trimble Pulse takes a look at the some of the key considerations as to what metrics field service managers should be focussing on. Field technician utilization rates. You want relevant information that you can then use to make decisions and improve the way you do business. Thing like, how quickly are we responding to jobs, how fast can we fix things, how busy are our technicians, or even how much of the time are things running correctly? 3. Not just today, but tomorrow and the future. Happy customers are the key to keeping your business afloat and expanding your customer base. Customer service agentstriage incoming requests and determine when to create work orders for onsite visits. And equally, there’s not much point tracking “vanity” metrics that are nice to know, but don’t tie directly to your goals. Ideally, aim to track at least one field service metric in each category. A high rate of repeat visits could mean it's time to examine how jobs are dispatched and scheduled, and whether techs require more training. These maintenance agreements can provide a steady revenue stream for your business, especially during slower times of the year. For larger and more complex businesses, you may want to develop different KPIs at different levels of the business, depending on the level of granularity required. 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