Field service management software is a digital tool developed to help field service companies track technicians’ productivity, arrange calls, distribute tasks, track and plan routes, and ensure customer service quality. It’s a handy tool to optimize the productivity of your remote teams and motivate employees.
However, many field service businesses aren’t aware of the full FSM solution potential. In addition to business operation management, the software can also help you set field service KPIs for your team and empower employees by establishing bonus programs.
What is a KPI?
A key performance indicator (KPI) is a way to track and measure your business progress. You can set long-term KPIs to track your overall company’s performance and smaller objectives for different teams and departments.
If used correctly, KPIs work as a guide for your business, leading it towards growth.
Why is it important to set KPIs in field service?
KPIs work like guidelines for your business progress. Having SMART (specific, measurable, attainable, relevant, time-framed) KPIs gives you the point of reference to measure your progress. Strategic goals also motivate your team because employees have a better idea of their goals. And KPIs provide you with focus and consistency.
However, you might struggle to find the right tools to track your progress and performance.
It might sound obvious for a field service business to use FSM software to track how many tasks each employee performs, but it can do much more than that. This time, we want to walk you through four result-oriented KPIs to help you understand how smart goals can grow your business.
Service management KPIs for field technicians
First-time fix rate
The first-time fix rate indicates the percentage of time it takes for a technician to fix a customer’s problem at the first go without any additional help, preparation, or parts. Not only does this KPI show how prepared your team is, but it can also be translated into a customer success rate.
The faster the issue is fixed, the happier the clients are. While the industry average is 75, companies with a first-time fix rate above 80 rank for 87% of customer satisfaction and 88% of customer retention.
While some repairs need more than one visit, the first-time fix rate shows the technician’s knowledge about the potential issue and expertise. However, technicians aren’t the only ones responsible for the preparation. The KPI also indicates a company’s know-how. You should be aware of the parts, equipment, and preparation needed for a successful first-time fix index.
Setting it as a KPI not only motivates employees, but it can also save your company costs otherwise spent on repeated trips to fix issues or lost clients due to prolonged and unsatisfactory service.
Technician success rate
This KPI indicates how many successful tasks a technician performs within the set time frame. Several factors can determine it. One can be the number of tasks closed by a dispatcher.
Many tasks on the agenda don’t necessarily mean the technician’s success rate is high. However, the more tasks are marked as completed by a client, the better is the KPI.
Another factor to take into consideration is the tasks and rescheduling ratio. If a technician reschedules a lot of tasks because he or she can’t meet the set plan, it might signal that the technician lacks some skills or knowledge. As a result, a low success rate might harm customer satisfaction.
Technician productivity rate
Technician performance and productivity rate might seem an apparent objective to follow, but it’s important to understand the metrics that help you achieve the most accurate results. You can track this data by the same closed task factor mentioned before. The more tasks a technician performs, the higher is their productivity.
You might also want to include mean time to repair. This factor indicates how much time it takes for a technician to complete a task. Not only is it a good KPI to follow, but knowing your team’s mean time to repair can also help setting schedules and planning tasks more efficiently.
Tasks and visits completed within SLA rate
A service-level agreement (SLA) between a business and a client indicates a service provider’s availability and responsibilities.
Tasks and visits completed within the SLA rate show your success in meeting the agreement. While it can’t always be perfect, you can set it up to 80-90%, depending on your team’s performance. Since management is also involved in meeting the agreement, this KPI can be used for multiple purposes.
How to track KPIs with Tasker?
KPIs are important for every team. Each member needs to know their responsibilities and goals to contribute to the overall progress of a company. And the right field service management software helps set more accurate and goal-oriented KPIs.
Tasker FSM solution allows you to track different metrics based on time, date, duration, and customers’ reviews. The system assesses the average time a technician needs to complete a task and puts additional information such as pictures to identify the client’s issue better.
Comprehensive assessment points help set more accurate KPIs. These tools also provide more autonomy for technicians, building an empowered and autonomous workforce.
Employee motivation is essential, and without knowing your team’s progress, you can’t set a proper motivation program. Some Tasker clients use our tool to set KPIs to create bonus systems. Our software tracks each individual technician, meaning there’s a low chance of mistakes and inaccuracies.
READ MORE: HOW TO SET UP AN EMPLOYEE BONUS PROGRAM
Empowered team with the Tasker FSM solution
Field service KPIs can accelerate your business progress and motivate the remote workforce. Simultaneously, inaccurate field service technician goals can harm employees’ productivity by setting the wrong objectives. Knowing your team well goes along the way with building a strong and prosperous business.