What metrics determine the success of your field service organization? Worker productivity? SLA compliance? Wrench time?
These are all great metrics. But these metrics primarily tell a story that is internal to the service organization and does not directly reflect value-add to customers. This is why top performing field service organizations have prioritized customer facing metrics such as customer satisfaction, service profitability, and customer retention to determine success in 2016. These metrics highlight the convergence between delivering customer value and driving at profitable growth.