You can't improve what you don't measure. For field service teams, the right KPIs provide visibility into operational efficiency, customer satisfaction, and financial performance.
Operational KPIs
First-Time Fix Rate (FTFR)
The percentage of jobs completed on the first visit without requiring a return trip.
- Industry benchmark: 70-75%
- Best-in-class: 85%+
- Why it matters: Every return visit doubles your cost and frustrates the customer
Mean Time to Repair (MTTR)
The average time from when a technician starts working on a job to when it's completed.
- Track by: Job type, equipment category, technician
- Use it to: Identify training needs and process bottlenecks
Technician Utilization Rate
The percentage of a technician's available hours spent on billable or productive work.
- Target: 70-80%
- Below 60%: Scheduling or routing inefficiencies
- Above 85%: Risk of burnout and quality issues
Jobs Per Day Per Technician
How many work orders each technician completes daily.
- Varies by: Industry, job complexity, geographic spread
- Use it to: Benchmark performance and plan capacity
Customer KPIs
Customer Satisfaction Score (CSAT)
Measured through post-service surveys, CSAT directly reflects the quality of your service delivery.
SLA Compliance Rate
The percentage of work orders completed within agreed service level timeframes. Target 95%+ for critical SLAs.
Net Promoter Score (NPS)
Would your customers recommend you? NPS captures long-term relationship health beyond individual interactions.
Financial KPIs
Cost Per Work Order
Total operational cost divided by completed work orders. Include labor, parts, travel, and overhead.
Revenue Per Technician
Measures the revenue-generating efficiency of your field team.
Parts Cost as Percentage of Revenue
Helps identify whether parts spending is in line with revenue generation.
Building a KPI Dashboard
Start with 5-7 KPIs that align with your strategic priorities. Too many metrics create noise; too few leave blind spots.
Review KPIs weekly at the team level and monthly at the management level. The goal isn't just to report numbers — it's to identify trends, celebrate wins, and address issues before they become problems.