Five metrics to watch on a Field Service Business

Updated: May 27


It's known that data can help businesses understand and improve their operations, and in the Field Service Industry is no different. So here are five metrics to monitor and improve on, to help keep your business performing at high-level.


1. Completion Time


Average time to complete a job, starting the day it entered your system. This metric is important because it gives you an overview of the whole company performance, from scheduling, execution, to billing. The longer a job stays in your company, the more it costs you, therefore, the sooner it is marked as billed and complete, the better it is. One way to find where can be improved to reduce completion time is by analysing the performance of each stage of your workflow, which brings us the points 2 and 3.


2. Response Time


Average time to schedule and dispatch a fieldworker. Similar to the first point, the faster you can respond to a call, the more profitable that job is likely to be. Keeping an eye on this metric will help you understand if the dispatch team is performing well or if they might need some extra help.


3. Execution Time


Average time required on-site to complete the job. This metric can be broken down to measure the average performance of field workers, as well as different disciplines. You may identify specific types of jobs are taking longer and costing you more.


4. Number of Appointments / Visits


The average number of appointments per Job. Fewer visits equal less cost and more extra time to do other jobs. By analysing this data, you may find ways to improve on this metric; for example, asking customers to send photos of the problem or the model of the device that needs fixing can ensure your field workers go better prepared to the first visit.


5. Productivity


Average hours of a field worker's day spent executing jobs, versus non-productive time, such as driving. Keeping an eye on this metric will help you find gaps workers Calendar, as well as inefficient routing. There are several ways to improve this metric, for example:

  • Ensuring the worker executes jobs near it's starting and end location;

  • Eliminating the need for picking up or dropping paperwork back in the office;

  • Using marketplaces to find work that can fill gaps between your contract jobs, such as Plentific or Checkatrade


Many other metrics can help improve your business performance, including breaking down the above into disciplines, periods, and individual field workers. The objective is to find bottlenecks and increase efficiency, which will naturally result in growth.



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