Some KPIs are more crucial than others in manufacturing. You’ll want to keep track of ones like first-time fix rate, mean time to repair, and asset uptime. Whether it’s never running out of stock or providing customer self-service scheduling, Gomocha ensures your organization has the systems to stay ahead of key KPIs.
If you don’t measure this, you don’t control it. But how do you know which KPIs to focus on? An overwhelming amount of data pulls you in different directions when it comes to field service KPIs in manufacturing.
Here are seven metrics every manufacturing leader should track:
First-Time Fix Rate
A first-time fix rate measures the percentage of service calls resolved on the first visit. It directly impacts cost, customer satisfaction, and uptime. It also signals the quality of preparation, including parts, skills, and diagnosis. The number reveals repeat visits, misdiagnosis, and poor job setup.
Mean Time to Repair
How long does it take to fully resolve an issue? This number tracks the average time taken to repair a broken asset, reflecting efficiency and downtime. The number shows the true duration of a problem, revealing scheduling issues, parts delays, and escalation bottlenecks.
Asset Uptime
Asset uptime is the percentage of assets under management that are functioning without downtime, connecting service to production impact. It reveals the quality of repairs, the effectiveness of preventive maintenance, and recurring failure patterns.
Technician Productivity Rate
High utilization can still mean low productivity. Your technician productivity rate reflects operational efficiency by calculating the ratio of time spent on billable work to total working time. It doesn’t just show hours worked or jobs completed — it also captures travel time, prep time, waiting time, and rework.
Repeat Visit Rate
How often do your jobs require follow-up visits? Your margin disappears in repetitive work. This rate is a direct cost driver and a strong indicator of quality issues. It reveals missing parts, incomplete fixes, and knowledge gaps.
SLA Compliance Rate
SLA compliance rates don’t simply show uptime activity — they also reflect performance. It’s a metric that’s vital not only for avoiding penalties but also for maintaining trust and serving as a key performance indicator for service quality.
Customer Satisfaction Score
Your customer satisfaction score is evaluated directly through surveys, with feedback tracked immediately after a service interaction. You calculate the percentage of positive responses from the total responses, analyze trends over designated time periods, and benchmark against competitors.
Gomocha has got your field service KPIs in manufacturing covered, so your business stays optimized and focused on what matters.
Be Ready for Any Job (with AI-Powered Prep Work)
Having unprepared technicians means return trips and unhappy customers. AI-driven predictions ensure first-time fixes and efficient service.
Gomocha’s GOPredict uses AI to analyze historical data and predict the necessary materials and tools for each job.
Prevent Mistakes
Field service mistakes are costly and can damage customer relationships. By making errors harder to commit, you reduce fix-related expenses and boost overall process efficiency, leading to higher service quality and customer satisfaction.
Gomocha’s Flow Designer creates clear, step-by-step processes for field service tasks, lowering the chance of errors.
Turn Quotes into Ready-to-Execute Orders
The gap between what sales promises and what service delivers can torpedo customer satisfaction. When quoted materials don’t make it to the work order, techs show up unprepared, and customers feel deceived.
Auto-Forecast Quoted Materials automatically transfers all materials from accepted quotes into service orders as forecasted items, visible to planners and technicians.
Optimize Your Service Routes
Sometimes the wrong field tech gets the wrong job. You’re at the mercy of who’s available, which leads to a time-consuming schedule and busy work that you can never fully catch up on.
With Gomocha, you’ll automate scheduling based on availability, distance, SLA agreements, and field tech capabilities, eliminating the need to spend valuable time managing the calendar. The result is a fully optimized schedule and jobs assigned to the right person every time.
Automated Scheduling optimizes routes by grouping different types of jobs into single trips and automatically assigning work orders to field techs based on location and skill level.
Never Run Empty
Waiting on parts to arrive causes operational delays, prolonged downtime, and unhappy customers.
Automated Stock Replenishment automatically creates purchase orders when inventory drops below minimum levels, ensuring you never run out of critical materials.
Provide Customer Self-Service Scheduling
Phone tag wastes time and frustrates customers. Self-service scheduling improves satisfaction and reduces administrative overhead.
The Digital Customer Intake Portal in Gomocha allows customers to book service appointments online, matching their needs with available time slots.
Set Clear Service Expectations
Vague promises create misunderstandings. Clear, accessible SLAs in Gomocha align expectations, driving satisfaction and efficiency. You’ll define expectations and provide an objective way to measure the performance of your field service ecosystem.
Gomocha embeds Service Level Agreements directly into field operations, making them visible and actionable for techs on-site and managers in the back office.
Don’t miss out on essential KPIs. With Gomocha’s features, your organization will be ready for any job, turn quotes into ready-to-execute orders, set clear service expectations, and more.
Understand and follow the KPIs that matter. Download Gomocha’s KPI Benchmark Guide.