How can field service managers track and measure technician performance?

First-Time Fix Rate (FTFR) Definition: The percentage of service requests resolved on the first visit without requiring follow-up. Importance: A high FTFR indicates efficiency, reducing customer downtime and enhancing satisfaction. It also lowers costs by minimizing repeat visits. Customer Satisfaction (CSAT) Definition: A rating or feedback score that customers provide after service completion, usually measured via surveys.

Call Booking Rate. When your field service team answers incoming calls, some calls are identified as lead opportunities, and others are not. It's important to know what percentage of those qualified lead opportunities result in actual booked jobs. This is your call booking rate, and shows the effectiveness of your CSR process (their pitch, how they’re handling the calls, what they’re telling prospects) and how well individual CSRs are executing that process. By tracking and understanding this KPI, contractors can determine how effectively their CSRs are capturing leads and booking calls. A best practice is to listen to the calls that are not booked and identify why the call was not booked.

First-call resolution is a good indicator of training and spare parts readiness. Measure Calls that used a spare part and that did not use a spare part. Response Time to go active on a call. Suspended Calls and Callbacks. Metrics should be looking for preparedness (i.e., training, parts, escalation for needed resources) and efficiency (e.g., FCR, parts usage, response time).

Field service managers can track technician performance using KPIs like job completion defined TATs, and first-time fix cases. Implementing a good field service management software enables real-time tracking and analytics. Customer satisfaction scores also provide valuable feedback on technician performance.

Establish clear metrics like job completion time, customer satisfaction, and first-time fix rates. These help in measuring the technician's efficiency and effectiveness.

Use tools like ServiceNow or field service management software to gather data on how technicians perform on various tasks, including the number of jobs completed, response times, and issues resolved.

Using deep analysis tech on the historical data brings out of lot of otherwise unseen data which are not visible using generic metrics. This historical data can be source for business specific analysis of trends and scope of improvements.

Set Clear Goals: Establish SMART goals for technicians, like improving first-time fix rates, to provide a clear performance benchmark. Use Data Analytics: Leverage field service management software to track metrics such as productivity and customer satisfaction scores. Regular Feedback: Conduct frequent performance reviews and coaching sessions to ensure ongoing communication about strengths and areas for improvement. Recognition Programs: Implement recognition initiatives to reward technicians who excel, fostering motivation and engagement. Encourage Open Dialogue: Create a culture where technicians feel comfortable sharing feedback, enhancing team collaboration and performance.

Share regular feedback with technicians on their performance, both positive and areas for improvement. This could be through one-on-one meetings, reports, or team discussions.

Take into account factors like workload, weather conditions, or equipment issues that might impact performance. Understanding the context helps in fair assessment and goal setting

Engineer performance can be tracked using overall TATs, this is not just for the individual job rather by the average TAT, NPS ratings by the customer, most First time fixes (FTF) done by the engineer, Analyse jobs where the engineer has maintained the MSL. Similarly, timely attendance by engineer through mobile app and check the jobs which are closed within customer premises using geo fencing in case of on-site repairs. These are some effective ways to track engineer performance basis that managers can give them rewards and recognitions.