Key Metrics in Field Service Management

As a field service organization, it’s critical to regularly track metrics to ensure you meet performance goals, clarify business objectives, and drive the company forward. These key performance indicators (KPIs) demonstrate how well your business performs field service operations, such as service efficiency, customer satisfaction, and downtime. Therefore, understanding which data measurements will help your business succeed is essential.

Measuring Field Service KPIs

Field service management KPIs inform decision-making around deploying, managing, and measuring field service teams. Each KPI falls into one of four categories:

  • Service efficiency
  • Scheduling
  • Customer satisfaction
  • Business performance

Service efficiency measures job completion time. Determining how to reduce time at the job site will ultimately mean increasing training so technicians avoid redundant visits or high repair rates. KPIs can also show your field service organization how to improve scheduling issues. Understanding this data brings a return on investment by providing your workforce with the top data points it should address, thus improving service efficiency.

Leveraging Field Service Technology to Track Customer Satisfaction

Field service software like Gomocha provides many insights into customer service and business performance metrics. For example, using KPIs to show customer satisfaction rates is invaluable. KPIs include customer retention rates that management can determine by accessing customer feedback data with industry benchmarks. They can then use this information to improve customer service, which is a leading factor for further opportunity. Metrics like these will also help businesses make better, data-driven decisions. There are numerous ways to measure customer service, such as first-time fix rates, contract and revenue leakage, customer retention rate, and contract attract rate.

Using KPIs to Bolster Outcomes in the Field

Field service KPIs can prove vital in identifying the underlying root causes of lengthy repair times. It’s crucial to focus to minimize customer disruption or avoid compromising service-level agreements (SLAs). These KPIs focus on mean time-to-repair, maintenance backlog, mean-time-between failures, and equipment uptime.

In addition, a maintenance backlog left unresolved can lead to costly outcomes like equipment malfunctions. On the other hand, a reduced backlog improved customer satisfaction. It is also critical to look at the mean time between failures (MTBFs), which measures the time between equipment failures. That time frame should be long to avoid performance issues and costly, early equipment replacement.

Tracking Equipment Availability and Workforce Readiness

Measuring equipment availability as a critical metric in your field service management is essential. Having a high equipment uptime will help you avoid losing revenue.

For field service companies, looking at employee metrics is also imperative. While monitoring idle and travel time are important and, albeit advantageous, other metrics for field service technicians, such as mean time to repair and service contracts, provide vital analytics, too.

Data on parts , such as dispatch performance, the ratio of technicians to schedulers, the number of field service tickets closed, and other dispatch and service information, are also useful. These metrics go a long way toward recession-proofing your bottom line by giving new data perspectives.

Adjacent to these metrics, field service metrics will assist in recognizing successes as well as failures in first-visit resolutions, SLA performance, and more. With so many metrics to consider, Which field service metrics do you focus on?

How Field Service Goals Determine Which Metrics to Use

Knowing your broader business goals is key to understanding which metrics will be most pertinent to your field service organization. The KPIs that improve customer satisfaction are the ones that deliver the most impact. Choose the metrics that help you best meet your field service company’s goals. Clearly outlining your goals will help to discern which KPIs are most fruitful. Understand which data points are both accessible and actionable. The first steps include locating necessary analytics, disseminating information to the right team members, and clearly communicating goals and objectives with technicians.

The Gomocha Field Service Platform and Key Data Measurement

Gomocha monitors data for planning, forecasting, budgeting, and overall success. The field service platform can simplify data collection and interpretation and automate metric reporting, saving time and money. In addition, field service organizations can streamline and more efficiently manage data collection using Gomocha’s customized dashboards, which consolidate analytics from multiple places, putting information in real-time KPIs. Data management enables your field service workplace to thrive and focus on providing high-quality service to your customers. Data collection and analysis are critical to reaching goals and using Gomocha for KPI tracking fuels growth.


A Comprehensive Guide to Field Service Metrics & Key Performance Indicators, Austin Caldwell, Oracle NetSuite.