Efficiency in field service management is critical in helping companies streamline processes, increase revenue, and remain competitive in a fast-changing economic landscape. However, with so many different measurable performance metrics, what are the key field service metrics that matter?
We’ll examine the top three metrics to improve field service efficiency, cover some business use cases, and review the benefits of deploying the right field service management software to tap into these metrics.
Top 3 Metrics to Improve Field Service Efficiency
- First-Time Fix Rate
First-time fix rate definition: The percentage of time a field technician is able to fix a service issue during the first field service appointment.
First-time fix rate directly ties into customer satisfaction, productivity, and efficiency. However, according to research from the Aberdeen Group, 17% of field service organizations surveyed don’t measure first-time fix rate or were not aware of theirs. Businesses must track how much time is spent on returning appointments, which can negatively impact customer experience, brand reputation, and ultimately, revenue.