Reporting and Metrics
FieldConnect comes with a full suite of reporting tools to track progress across an organization. Stay on top of your field service operations with our comprehensive reporting features, allowing you to easily track and analyze key metrics to optimize performance and increase efficiency. Compare performance month-over-month to make informed decisions about your team members and your organization.
Measure Performance at Every Level
At the very least improve overall customer service and reduce costly downtime by measuring technician performance. Measuring technician performance is important because it allows managers and supervisors to identify areas of improvement, as well as to recognize and reward high-performing technicians. By tracking key performance indicators such as response time, completion rate, and customer satisfaction, managers can identify which technicians are meeting or exceeding expectations and which technicians may need additional training or coaching.
Additionally, measuring technician performance can help to identify trends in service calls and customer complaints, which can then be used to improve overall service offerings. Starting with technicians is an easy way to identify areas where the company may be losing revenue or losing customers due to poor technician performance. FieldConnect can help.
Key Metrics Tracked Within FieldConnect’s Reporting Platform
Start with average response time. A tech’s response time is important because it can affect the overall satisfaction of customers, the efficiency of the service team, and the reputation of the company. Tracking and reporting back on this metric can also help to reduce the amount of time that technicians spend on the road, saving the company money on travel expenses and increasing the number of service calls that technicians can handle in a given period of time.
Think of average repair time next. Average repair time is a measure of efficiency and effectiveness of a technician. A shorter average repair time generally indicates that the technician is able to complete repairs quickly and efficiently. For an organization, a quicker repair time can lead to increased productivity and revenue for the company. It is also an indicator of the technician’s level of skill and expertise. A technician who can complete repairs quickly and efficiently generally has a higher level of skill and expertise than a technician who takes longer to complete the same repairs. This could be a basis for a merit increase for high performers.
And speaking of average repair time, what about the quality of work. Tracking repeat/return visit rate is a measure of the quality of a technician’s work product. A high repeat or return visit rate generally indicates that the technician is not fully resolving customer issues during their initial visit, which can lead to dissatisfaction among customers and a loss of revenue for the company. A technician might be completing the work quickly, but if they’re having to return to fix their fix, it’s costing the company time and resources.
Measuring technician performance is important for improving the overall efficiency and effectiveness of the field service team, and ultimately increases customer retention and revenue.
There are many other metrics tracked within FieldConnect. Average job completion time, first time fix rate, billable hours, contract uptime, work crew time details, and many more. Our reporting suite aids in the decision making process throughout an organization.