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Field Service KPIs: Is Your Company Tracking the “Right” Ones?

Looking for ways to make your business even more efficient and improve the productivity of your technicians? Field Service KPIs (Key Performance Indicators) may be the answer.

Field Service KPIs are a great way to determine how your service business is performing and can be used in a wide variety of areas – from the back office to (number of service cancellations) to the productivity and profitability of a specific service or technician.

More importantly, KPIs can be used to determine where the biggest problem areas are in your business. This enables you to focus your financial resources or just your time and brain power on the areas that can help grow revenue, reduce costs or improve productivity.

Looking for a place to start? Some of the most popular KPIs used by our customers include:

  • Completed versus Invoiced Jobs (Is there revenue leakage somewhere? Why?)
  • Completed versus Invoiced Revenue (See above.)
  • Employee Jobs and Job Times (How productive are individual technicians? Why is Joe more productive than Sam?)
  • Employee Start Delay (Why is Michael always behind? Why does Joe start nearly every job on time?)
  • Job Revenue by Job Type (What types of jobs are bring in the $$’s.)
  • Job State by Employee (Who has the most paused - or completed jobs?)
  • Job Type by Employee (What types of jobs are handled by which technicians?)
  • Job Work Time (How long does it take to do specific types of jobs? Why are some jobs taking much longer than others?)
  • Late Jobs (How many jobs aren’t being taken care of within their specified time window?)
  • Number of Jobs by Job Type (What are the most popular types of work? Why?)
  • Past Open Jobs Revenue (Revenue leakage again!)
  • Revenue by Employee (Who should be given a raise – or fired?)
  • Revenue of Job Type by Employee (See above.)

Revenue, productivity, customer satisfaction. KPI’s can help you improve in nearly every area of your business. You just need to know where to look.