Customer Satisfaction: The Most Important KPI For Field Service Businesses

Submitted by Trimble PULSE

Field service businesses can look to balance customer service with operational efficiency and cost though setting and measuring Key Performance Indicators (KPI’s). However, this is not as simple as it sounds, considering:

75% of field service organizations do not effectively measure their KPIs and 27% of those do not use KPIs at all.

The problem many businesses face is that, with so many possible KPIs to choose from, it can be daunting knowing which KPI’s they should be measuring in order to identify where improvements in the business are needed.

Trimble recently ran a benchmarking survey with field service managers on the topic of KPIs. We asked a range of questions from what field service organizations perceive to be the top most important KPIs to how they use KPIs to inform business decision making, that’s if they use KPIs at all. Without this insight, how can you make decisions which enhance business productivity, cost efficiency and create loyal customers? Essentially, you can’t manage what you don’t measure.