FIELD SERVICE METRICS

MEASURING & ANALYZING SERVICE PERFORMANCE

Monitoring field service KPIs is critical to improving your service delivery but with a wealth of data available, do you know how to measure it and, more importantly, use it?

Field Service Managers need instant, accurate information on which they can make on-the-spot decisions. Performance management analytics should also be gathered so they can benchmark performance trends and to learn from experiences.


Learn how to roll out an effective KPI program

Do you struggle to balance customer service and operational efficiency? Download our Field Service Metrics Quick Guide for top tips from Trimble PULSE™ and The Service Council™ on how to roll out a successful analytics program and how effective KPI management can improve customer satisfaction and operational efficiency.

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Field service intelligence

WHAT TO MEASURE?

WHY MEASURE IT?

Customer Satisfaction

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  • Field Service organizations use service as a differentiator
  • Customer feedback determines how happy customers are with the service
  • Customer satisfaction is key to retention and referrals


    SLA Compliance

    SLA_Compliance.JPG


    • Within field service, Service Level Agreements (SLAs) are common
    • SLAs often incur penalties and fines if they are not met, not to mention customer dissatisfaction
    • SLAs address response times frames, appointment windows and resolution speed, scope and quality

    First-timE-fix-rates

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    • Sending a technician to a site multiple times is inefficient
    • The most common re-visit reasons is the technician not have the correct tools or skills to fix the issue
    • Issues that can't be resolved on first visit cost thousands each year and leave customers disgruntled


    Technician Utilization

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    • Time that a technician spends on-site, resolving an issue is important for productivity
    • It's inefficient to have technicians sat idle, or spending their working hours travelling
    • Technician on-site / Technician working hours shows where resources can be better assigned

    FIELD SERVICE BEST PRACTICES

    Customer Satisfaction

    0 %

    of customers satisfied with service*

    SLA Compliance

    0 %

    of jobs completed within their service agreement*

    First Time Fix Rate

    0 %

    of issues resolved on first visit*

    Technician Utilization

    0 %

    of time effectively used*


    * according to The Aberdeen Group 2014

    What's The Pulse Rate Of Your Field Service Operation?

    Learn from Trimble PULSE™ and The Service Council™ about best practices service organizations are measuring, how they monitor and report KPIs and how your operations compare in our 'Benchmarking Best Practice' webinar.

    WATCH OUR WEBINAR

    Manage

    Manage calls, service contracts, work orders, inventory and billing to streamline your back office experience.

    Find Out More

    Schedule

    Build and dispatch the most efficient schedules and stay on top of work as changes happen throughout the day.

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    Mobilize

    Share real-time information and connect mobile workers in the field with the back office, customers and equipment.

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    Monitor

    Locate, connect, monitor and maintain your fleet, assets, work and workers intelligently.

    Find Out More

    Field service insight

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    TOP TIPS FOR FIELD SERVICE MANAGERS: BUSINESS ANALYTICS DRIVING GROWTH

    Operational trends and benchmarking will help you to reveal where your business is not hitting your KPIs and what you need to target for improvement...

    CONTINUE READING

    TSC_blog.pngThe service council™ discuss Field service Metrics: A moving Target

    If you ask a field service business leader to list the most important metrics for his/her business, the list would include the likes of...

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