Field service metrics are a hot topic right now - but there is a lot of confusion around which KPIs to measure. Should it be First-time fix, Customer Satisfaction, SLA Compliance, Technician Utilization, Service to Cash rates? The list of field service metrics is endless and all can provide valuable intelligence to any field service organization in helping them to make better business decisions.
Field service organizations are characterized by complex workflows and interdependencies which call for a sophisticated approach to measuring the KPIs that go across all aspects of their operation. Yet, only 1 in 5 Field service organizations believe that they are currently getting the information they need from their field service data and 30% are ineffective at using it.
By applying field service metrics, field service organizations can awaken data's sleeping intelligence and seek to enhance productivity and efficiency through informed decision making.
We are asking industry leaders which metrics they use to monitor their field service operations and we would like to hear from you too!
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