[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/07\/10\/field-service-kpis\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2020\/07\/10\/field-service-kpis\/","headline":"Field service KPIs: Top 8 to track as head of field service","name":"Field service KPIs: Top 8 to track as head of field service","description":"Level-up your field service management by understanding the most critical field service KPIs that FSM leaders should be tracking. ","datePublished":"2020-07-10","dateModified":"2022-11-10","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/anna-irniger\/#Person","name":"Anna Irniger","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/anna-irniger\/","identifier":374,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/79924a10254e53835b6f61f79ec115e5fdbec2c0c8b53254af7a60bad233adb3?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/79924a10254e53835b6f61f79ec115e5fdbec2c0c8b53254af7a60bad233adb3?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/05\/field-service-kpis.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/05\/field-service-kpis.jpg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2020\/07\/10\/field-service-kpis\/","video":{"@context":"http:\/\/schema.org\/","@type":"VideoObject","@id":"https:\/\/www.youtube.com\/watch?v=Ikxw64b-GX8#VideoObject","contentUrl":"https:\/\/www.youtube.com\/watch?v=Ikxw64b-GX8","name":"Provide field service that's flexible and scales","description":"Visit our site today to understand how SAP Service Cloud can help you streamline your business. http:\/\/sap.to\/6050Gy5Us\n\nSAP Service Cloud solutions can be used to streamline your field services management processes.  \n\nWe have high expectations these days, and we hate waiting. When things go wrong we want to know they will be fixed quickly, by someone we trust, at a time convenient for us.   \n\nWe have brought wholesale into the experience economy, demanding exceptional, positive and memorable experiences from all interactions with companies.  \n\nAnd not just cutting-edge companies, but all companies are expected to deliver. \n\nPricing is becoming less of a consideration in a purchasing decision, so how do we tap into this service requirement?   \n\nWith a service cloud that can offer optimization, integration with Experience Management solutions from SAP, geolocation capabilities, and analytics, all embedded in a field service management tool.   \n\nTake a look at this. A worker calls in sick? Redistribute their tasks to ensure as little disruption as possible.   \n\nChoose the best technician according to their skills, speed of response, location and availability. Filter these levels and have total overview over their progress.  \n\n Technicians can update their location so your customers are never left waiting without information again.  \n\nThe service doesn\u2019t stop there, the customer receives an email and can rate their experience with an embedded widget that uses Experience Management solutions from SAP.  \n\nThis feeds back to the service hub and informs future dispatch decisions.   \n\nThis information can trigger certain things - if the service was unsatisfactory a new call can be created automatically so a manager can find out why.  \n\nKey information is collected and then planning takes into consideration not only the best skill level fit but the best soft skill fit too - sending the right person to the right job, every time.","thumbnailUrl":["https:\/\/i.ytimg.com\/vi\/Ikxw64b-GX8\/default.jpg","https:\/\/i.ytimg.com\/vi\/Ikxw64b-GX8\/mqdefault.jpg","https:\/\/i.ytimg.com\/vi\/Ikxw64b-GX8\/hqdefault.jpg","https:\/\/i.ytimg.com\/vi\/Ikxw64b-GX8\/sddefault.jpg"],"uploadDate":"2020-06-12T09:01:14+00:00","duration":"PT1M50S","embedUrl":"https:\/\/www.youtube.com\/embed\/Ikxw64b-GX8","publisher":{"@type":"Organization","@id":"https:\/\/www.youtube.com\/channel\/UCJ-J9ws028X7ASicv0-r8dQ#Organization","url":"https:\/\/www.youtube.com\/channel\/UCJ-J9ws028X7ASicv0-r8dQ","name":"SAP Customer Experience","description":"The official SAP Customer Experience (SAP CX) YouTube channel.  \n\nCheck out product demos, executive presentations, great customer experiences, customer and partner stories and more!\n\nSAP privacy statement for followers: www.sap.com\/sps \n\nFor more information from SAP Customer Experience or to have someone from SAP Customer Experience contact you please go to: cx.sap.com","logo":{"url":"https:\/\/yt3.ggpht.com\/Xh1UKLBf2zMxSEnvtd-X9C7nv3-dc9FCbfDkMhrO6DSRQYKMH_rdLPYabMMsf9FRYSmNTbVNow=s800-c-k-c0x00ffffff-no-rj","width":800,"height":800,"@type":"ImageObject","@id":"https:\/\/www.youtube.com\/watch?v=Ikxw64b-GX8#VideoObject_publisher_logo_ImageObject"}},"potentialAction":{"@type":"SeekToAction","@id":"https:\/\/www.youtube.com\/watch?v=Ikxw64b-GX8#VideoObject_potentialAction","target":"https:\/\/www.youtube.com\/watch?v=Ikxw64b-GX8&t={seek_to_second_number}","startOffset-input":"required name=seek_to_second_number"},"interactionStatistic":[[{"@type":"InteractionCounter","@id":"https:\/\/www.youtube.com\/watch?v=Ikxw64b-GX8#VideoObject_interactionStatistic_WatchAction","interactionType":{"@type":"WatchAction"},"userInteractionCount":1775}],{"@type":"InteractionCounter","@id":"https:\/\/www.youtube.com\/watch?v=Ikxw64b-GX8#VideoObject_interactionStatistic_LikeAction","interactionType":{"@type":"LikeAction"},"userInteractionCount":2}]},"about":["Field Service",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/service\/","name":"Service","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Service","http:\/\/www.wikidata.org\/entity\/Q7406919"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/service\/service-general\/","name":"Service","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Service","http:\/\/www.wikidata.org\/entity\/Q7406919"]}],"wordCount":760,"keywords":["Customer Service","Customer Service Management","Field Service"],"articleBody":"Most business leaders understand there’s no such thing as resting on your laurels – you need to be constantly re-assessing and making improvements. A key aspect of being able to do this is understanding what problem areas are. Key performance indicators (KPIs) help companies understand how their business is doing over time. And when you’re in charge of a division that’s responsible for fixing things that go wrong, getting things right is even more important. So when it comes to field service KPIs, which ones should leaders be measuring?This content is hosted by a third party ( www.youtube.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowKPIs allow companies to see their performance metrics and understand exactly where they need to improve.Understanding KPIs can help to:Drive profitabilityProvide better serviceMake technicians more productiveLower business expensesKPIs can cover everything, from specific types of profit margins to technicians\u2019 work performances to service profitability.8 field service KPIs that leaders must trackCustomer satisfaction: Knowing the satisfaction rate of your customers is one of the most important field service KPIs to measure. In FSM, satisfied customers make loyal customers that help you anticipate future profits. Customer satisfaction also leads to customer retention, which is great for the bottom line. According to Aberdeen Research, companies that have a high level of customer satisfaction also have an 89% customer retention level. These companies experienced a 6.1% growth in service revenue and 3.7% growth in overall revenue as well.\u00a0Customer retention: Existing customers are worth more than new ones, as the revenue a company generates from loyal customers can sustain a business. Customer acquisition is often expensive due to the time, resources, and efforts that need to be put into finding new clients. Retaining clients means having ready-to-go word-of-mouth marketing that can help you acquire new customers. Similarly, if you provide great service and your technicians use their power to offer customers new products and services, you’ll be able to increase customer retention.Revenue from services: In comparison to total company revenue, it\u2019s important for field service businesses to be able to identify how much\u00a0revenue comes from services. As many manufacturing businesses shift from being product-based to being service-based, it\u2019s crucial to measure how much revenue is being made from services so that business offerings can be adjusted from there.\u00a0Completed vs. invoiced jobs: If a technician has completed a job, but the customer has not been invoiced yet, you\u2019d want to know, right? Tracking the rate at which service calls are completed compared to those that have been invoiced can let you know whether you should invest in workforce management software and invoice automation to ensure your business receives payments quickly. An unsent invoice after completed work means missing revenue for your business.Sales on field service jobs: Salespeople play a crucial role in field service businesses, but techs do, too. Given that field service software equips your techs to become up-sellers and cross-sellers who help give your customers the services and equipment they need to keep their machines running smoothly, it\u2019s critical to keep track of how many sales your techs are making in the field.\u00a0Employee productivity: Knowing how productive your employees are can show you where their skill strengths and weaknesses lie. It can also show you whether more training is required, new techs are needed, or if you need to restructure your current team.Employee retention: As with acquiring new customers versus retaining current ones, knowing the rate at which your business is retaining employees is important to your business success. It is usually much cheaper to retain an existing employee than to find, hire, and train a new field service employee. And attracting younger employees will require your company to innovate and adapt to millennials’ changing job expectations.Average resolution time: Knowing your business\u2019 first-time fix rate KPI, will help you understand your employees\u2019 productivity levels. Additionally, since first-time fix rates contribute to customer satisfaction, knowing your company\u2019s average resolution time can help you understand how your organization is running on a macro level. On a micro level, understanding how long it takes employees to complete certain tasks will allow you to see where techs are running into problems, and how that can be solved.  96% of consumers have more trust in brands when they make it easy to do business with them.Are you delivering what customers want? Get ‘The State of Customer Service’ report\u00a0HERE."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2020","item":"https:\/\/www.the-future-of-commerce.com\/2020\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"07","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/07\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"10","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/07\/\/10\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Field service KPIs: Top 8 to track as head of field service","item":"https:\/\/www.the-future-of-commerce.com\/2020\/07\/10\/field-service-kpis\/#breadcrumbitem"}]}]