Key performance indicators (KPIs) are a set of metrics that evaluate the performance goals of an individual, department, or organization. If you are an organization that operates in field service management, your KPIs are designed to improve the overall field service experience. KPIs can be created for different aspects, aligning with the productivity and efficiency they aim to deliver.
In the field, your important KPIs should ideally revolve around three things – people, process, and experience. Modern-day field service experience needs to shift from the traditional reactive approach to become more proactive and predictive. All this, with a razor-sharp focus on keeping your customer experience soaring, will determine the success of your field service management KPIs.
1) First-time fix rate
The first-time fix rate refers to the percentage of tasks resolved in the first visit itself. This is an important KPI to track as it directly affects cost and performance. If a field technician has to make more than one visit to service one task, this means there is something wrong in the field service chain.
Recurring visits could be due to lack of enough inventory, not knowing the customer history, or lack of skill, leading to multiple field visits. It is essential to regularly review this KPI to make it consistent and productive to avoid unnecessary waste of resources.
2) SLA compliance rate
Service Level Agreement (SLA) is a type of contract between the customer and the field organization to provide a specific service. For example, Pizza Hut promises an SLA for pizza delivery in 30 minutes. Now you know that an SLA can have a far-reaching impact, both on profitability and customer retention.
SLA compliance can be improved if your field technicians have all the right tools and necessary information. Instead of break-fix operations, a planned approach will significantly enhance your SLA compliance rate.
3) Customer experience score
If your customers are happy with your service, they stick around. This fact underlines the importance of tracking and improving your Customer Satisfaction Score. This is a critical metric because your customers are also your brand ambassadors.
The customer experience KPI will help you in building long-term customer relationships. Suppose you deliver your customers with a service experience that supersedes their expectations. In that case, you are, in turn, building a pipeline of loyal customers who will refer and recommend you thereby, making a massive impact on your top line as well as the bottom line.
4) Field technician performance
Your field force carries a huge responsibility of actually delivering the service experience you promise to your customer. This KPI needs to be continuously improvised for better service. It is vital to ensure that your field technicians are productive in the field. There are several ways in which you can leverage technology to empower your field force.
Real-time information helps to make decisions on the fly, avoiding delays, and back and forth communication. A mobile app provides a one-stop solution for your field force to access all the vital customer information and continues working in offline mode as well. With cloud and analytics capabilities in your Field service management app, you can significantly enhance this critical KPI’s performance.
5) Route efficacy
Route optimization plays a crucial role in the field service landscape. It calculates the best route for your field technician to reach the location at a designated time. This has a three-fold effect as it avoids wastage of time and fuel, enables your technician to reach on time, and also ensures your SLA compliance is not compromised.
Without a seamless route optimization, your field force representative may end up taking longer or a wrong route. This KPI helps in better providing real-time insights to make timely route adjustments. Tracking the aforementioned key field service KPIs regularly will help your organization improve field service efficiency and increase your growth trajectory.
Improve your field service KPIs with Dista
Enriched with business intelligence and analytics, a field service management solution like Dista can help you gain deeper visibility into your field KPIs and close the gaps. Right from automated scheduling, route optimization to work order management, Dista’s intuitive framework will help you transform your field service experience.
Customers of field service organizations are demanding higher levels of service. These organizations have no choice but to equip themselves to deliver those levels. Its time to define your objectives set KPIs and realistically achieve them. Coupled with the right technology, key performance indicators empower you to stay ahead of your peers and propel as a leader in field service.
Contact Dista to help you achieve your field service KPIs.