Blog | ServicePower

Top 3 Field Service Metrics and How to Improve Them

Written by Kimberly Heuser | July 11, 2017

Field service management is a challenge for leaders who must coordinate operations through mobile apps, web-based platforms and on-the-go work forces. The right field service management software will help field service managers dispatch agents, track locations, schedule orders and review job statuses. And best fieldmanagement solutions will generate valuable data and metrics that can be used to enhance quality, communication, transportation and on-site customer service.

First-Time Fix Rates (FTF)

The first-time fix rate is the strongest measure of field service efficiency because it reveals how often field agents resolve problems during initial visits. Achieving top first-time fix rates depend on having the right service parts and the tech with the skills and knowledge needed to resolve unique issues. Many field service managers correlate their FTF rates with other workforce management KPIs like productivity, profitability and customer satisfaction. Productivity and productivity are negatively impacted by low FTF rates because each additional visit is time and money that could be spent on another job.

How to Improve FTF Rates?

An effective strategy is comprehensive training that teaches how to perform and explains the functionality of the tools, parts and systems.  In-depth training will help prepare technicians to manage and adapt to unexpected situations that arise in the field. Training may cover when to escalate problems, how to access additional resources while on-site and how to follow-up on remote diagnostic findings. The more training that technicians receive, the better they will function as brand ambassadors who increase retention rates and customer satisfaction levels. FTF rates can also be improved through intelligent service industry software and better communication regarding screening and diagnosis results.

Mean Time to Service (MTTS)

MTTS is the average amount of time that it takes between scheduling a service call and arriving at the customer’s location.  The MTTS measures the organization’s abilities to quickly dispatch, ensure timeliness and work around narrow service windows.  Most field service calls software solutions provide optimized routing features to drive MTTS rates down. It’s easy for busy field techs to get lost finding the right room in a giant building, but enhanced routing will likely provide specific directions. MTTS is a performance metric that depends on established protocols and estimated time frames. If procedures are followed and if systems are in place, the MTTS for certain task and time values can be guesstimated.

Mean Time to Repair (MTTR)

Similar to MTTS, the MTTR metric refers to the average time needed to repair equipment. Inventory visibility and real-time data through mobile apps and software solutions directly impact this metric. Better MTTR metrics mean that in most scenarios, a qualified tech will likely have the needed parts and the available time to complete the job the same day. MTTR involves unpredictable troubleshooting activities to return failed equipment back to normal operating conditions. This It may include notification, diagnostic, fix, wait, assembly, alignment, calibration and test time and activities. Preventable maintenance metrics, when combined with personalized marketing campaigns, can help remind customers to preemptively service their equipment.

Service Revenue Leakage

Revenue may be lost through contract misinformation and miscommunication. Service contracts extend or expand a manufacturer’s product warranty, but the technician may be unaware when the coverage ends or which parts are covered. It is very difficult to comprehensive track service charge mistakes with pen and paper and traditional record keeping systems. As a result, potential revenue may be lost through free-of-charge service calls. Centralized software solutions with access to customer contracts can automatically determine what specifically is billable and non-billable. When these loses regularly occur during daily service calls, the mounting costs can seriously impact the company’s financial performance.

Enterprise workforce management software, internal audits, and data analytics can help expose when and where service contacts are being misinterpreted. Equipping service techs with mobile devices and workforce management apps helps them to immediately access the right information. Customer service reps can also confirm contract entitlements during inquires or requests for services.