The field service business model is complex. Relying on key performance indicators (KPIs) can help you determine what you’re doing well and where you can get better. This guide will unpack some of the most important field service management KPIs and tips for how to track and improve these metrics effectively with tools like Zuper.
| Top Field Service Management KPIs | |
|---|---|
| KPI | Benchmark |
| Mean Time to Repair (MTTR) | Under 5 hours |
| Average Response Time | Under 24 hours |
| First-Time Fix Rate | At least 80% |
| Average Travel Time | Under 30 minutes |
| Average Cost Per Service | Varies by industry |
| Technician Utilization | At least 70% |
| Schedule Adherence | At least 90% |
| Jobs Per Technician Per Day | At least 4 |
Top Field Service Management KPIs to Monitor
Modern tools make it possible to track just about everything. While it’s great to have access to relevant insights, it’s also easy to get lost in a sea of data. With that in mind, here are some KPIs to focus on so you can cut through the noise and uncover insights that matter.
Mean Time to Repair (MTTR)
Mean time to repair, or MTTR, is a measure of the average time it takes to complete a job. It’s one of the most common and useful field service management KPIs to track. It’s used to measure the efficiency and productivity of employees in the field.
A lower MTTR score indicates that field employees are completing service activities faster. To improve your MTTR score, it’s important to devise comprehensive maintenance plans that take into account factors like asset type, age, failure rate, and the resources needed for repairs.
| MTTR | |
|---|---|
| Formula | Total Time Spent on Jobs Number of Jobs |
| Benchmark | Under 5 hours |
Average Response Time
Average response time is a measure of the average time it takes technicians to respond to a service call. It’s an important KPI for understanding and improving your customer satisfaction and overall efficiency.
What’s considered a “good” average response time is highly dependent on the industry and the severity of the calls you receive. Response times can be improved by ensuring teams have access to the tools they need to track and respond to service requests. For example, some field service management tools provide customizable automated response templates to help technicians meet customer expectations.
| Average Response Time | |
|---|---|
| Formula | Total Time to Respond Number of Responses |
| Benchmark | Under 24 hours |
First-Time Fix Rate
First-time fix rate is a measurement of how often technicians are able to resolve an issue completely on their first attempt. It’s used to assess customer service and operational efficiency, help managers identify high-performing employees, and discover areas for improvement.
You can improve this metric by providing techs with access to full job histories via a mobile app and ensuring that the right parts are readily available.
| First-Time Fix Rate | |
|---|---|
| Formula | Number of Service Calls Not Requiring a Second Visit Total Number of Service Calls × 100 |
| Benchmark | At least 80% |
Average Travel Time
Measuring the average travel time is important for scheduling, task matching, and measuring employee performance. The goal is to keep travel time as low as possible while still offering services to as wide an area as possible.
Field service management software that helps match technicians to jobs based on location can improve the average travel time. For example, Zuper automates much of this process to simplify scheduling and maximize efficiency.
| Average Travel Time | |
|---|---|
| Formula | Total Travel Time Total Number of Service Calls |
| Benchmark | Under 30 minutes |
Average Cost Per Service
The average cost per service measures the average cost of each service call. It takes into account factors such as travel time and method (e.g., flying versus driving), the employee’s hourly rate, the time it took to complete the call, and the cost of materials.
A comprehensive field service management platform can help keep costs low without sacrificing customer service. For example, Zuper has automatic tools to help with scheduling, asset management, and task matching. These features make it easier to perform service calls more cost-effectively.
| Average Cost Per Service | |
|---|---|
| Formula | Total Cost Total Number of Service Calls |
| Benchmark | Varies by industry |
Technician Utilization
This metric reveals how much of a tech’s workday is spent on billable service activities versus idle time, travel, or admin tasks. To improve it, you can take the following steps:
- Optimize routing and scheduling
- Minimize manual reporting with digital forms
- Use GPS tracking and real-time updates to reduce downtime
The more time your team spends performing billable work, the more profitable your business will become.
| Technician Utilization | |
|---|---|
| Formula | Hours on Field Service Task Total Hours Worked × 100 |
| Benchmark | At least 70% |
Schedule Adherence
The schedule adherence KPI measures how frequently field technicians arrive on-site and ready to work at the scheduled time. A high score indicates that technicians are meeting their arrival windows, which increases customer satisfaction.
To improve a low score, it’s important to address the root cause, whether that means investing in better scheduling software to optimize routes, or providing technicians with the tools they need to manage high workloads, such as mobile apps.
| Schedule Adherence | |
|---|---|
| Formula | On-Time Arrivals Total Number of Jobs × 100 |
| Benchmark | At least 90% |
Jobs Per Technician Per Day
This metric measures the average number of jobs each field technician can complete per day, which is essential for tracking productivity. The ideal number varies depending on the industry.
If your number is unusually low, it means that something is preventing techs from getting their jobs done in a timely manner, revealing the need for additional coaching, workflow changes, or technological tools to boost productivity. An unusually high number could mean that your business bids on an excessive amount of small jobs with thin margins, indicating the need for changes to sales and marketing processes.
| Jobs Per Technician Per Day | |
|---|---|
| Formula | Total Number of Jobs Total Number of Technicians |
| Benchmark | At least 4 |
How to Use Field Service Management KPIs Effectively
To get the most out of these metrics, you should make a point of doing the following:
- Automate data collection with digital tools and integrations
- Visualize trends with dashboards and reports
- Act on insights by adjusting your workflows
- Deliver targeted training to address deficiencies
- Review KPIs regularly during team meetings
A quality field service management platform can unlock real-time tracking and seamless reporting, allowing you to gather and leverage key field service management KPIs without the headache of spreadsheets.
Make Data-Driven Decisions With Zuper
Zuper helps you monitor and act on the KPIs that matter most. Our platform is packed with useful tools, such as a mobile app, intelligent dashboards, and automated reporting. Schedule a demo today or contact us to learn more.
