KPIs for Field Service Companies
These are the KPIs a field service business tracks, such as plumbing, HVAC, repairs and installations, for completing jobs quickly and profitably. First-time fix and technician utilisation matter most.
The KPIs to track
First-time fix rate
Jobs completed on the first visit divided by total jobs.
Technician utilisation
Hours spent on billable jobs divided by hours worked.
Jobs per technician per day
Completed jobs divided by technician working days.
Travel time share
Time spent travelling between jobs divided by total working time.
MTTR is the average time it takes to restore a failed machine or service to working order.
Formula and SQL query on the Mean Time to Repair (MTTR) page.
SLA compliance rate is the share of tickets resolved or answered within the time promised in your service level agreement.
Formula and SQL query on the SLA Compliance Rate page.
Revenue per technician
Total revenue divided by the number of technicians.
Customer Satisfaction Score (CSAT)
CSAT is the percentage of customers who rate an interaction as satisfied, usually 4 or 5 on a five-point scale.
Formula and SQL query on the Customer Satisfaction Score (CSAT) page.
Where the data usually lives
Field service or job management software, GPS and routing data, parts stock records and the invoicing system.
Measurement mistakes to avoid
- A return visit for the same fault counts as a failure to fix first time; link repeat visits to the original job.
- Different job types take different times; compare technicians within the same type.
- Parts not on the van are a stock problem, not a technician problem; look at the cause.
Questions to ask your data
You can type these as plain questions. SchemaChat turns each one into SQL against your connected database or uploaded file, runs it, and shows the SQL and the figures it used so you can check the answer before you share it. Check that the result matches how your business defines each KPI.
- What is the first-time fix rate by job type?
- How much of our working time is travel?
- Which technicians complete the most jobs per day?
- What share of urgent jobs met their SLA?