What are the most effective customer service metrics for Field Service Engineering?

1 Customer Satisfaction (CSAT)

Customer satisfaction (CSAT) is one of the most common and straightforward customer service metrics for field service engineering. It measures how happy your customers are with your service delivery and outcome. You can collect CSAT feedback through surveys, ratings, or reviews after each service visit or interaction. A high CSAT score indicates that you have met or exceeded your customers' expectations and needs. A low CSAT score suggests that you have failed to deliver on your promises or solve your customers' problems. You can use CSAT data to identify your strengths and weaknesses, and to implement corrective actions or improvements.

2 Net Promoter Score (NPS)

Net Promoter Score (NPS) is another popular and powerful customer service metric for field service engineering. It measures how likely your customers are to recommend your service to others. You can calculate NPS by asking your customers one simple question: How likely are you to recommend our service to a friend or colleague? You can use a scale from 0 to 10, where 0 means not at all likely and 10 means extremely likely. You can then categorize your customers into three groups: promoters (9-10), passives (7-8), and detractors (0-6). Your NPS is the percentage of promoters minus the percentage of detractors. A high NPS indicates that you have a loyal and enthusiastic customer base that can help you grow your business through word-of-mouth. A low NPS indicates that you have a dissatisfied and unhappy customer base that can harm your reputation and revenue.

3 First-Time Fix Rate (FTFR)

First-time fix rate (FTFR) is a crucial and specific customer service metric for field service engineering. It measures how often you are able to resolve your customers' issues on the first visit or attempt. You can calculate FTFR by dividing the number of service visits or calls that resulted in a successful fix by the total number of service visits or calls. A high FTFR indicates that you have a high level of technical competence, efficiency, and preparedness. A low FTFR indicates that you have a low level of technical proficiency, productivity, and readiness. You can use FTFR data to identify the root causes of repeat visits or calls, and to optimize your training, tools, and processes.

4 Mean Time to Repair (MTTR)

Mean time to repair (MTTR) is an important and relevant customer service metric for field service engineering. It measures how long it takes you to restore your customers' equipment or systems to normal operation after a failure or breakdown. You can calculate MTTR by dividing the total downtime by the number of failures or breakdowns. A low MTTR indicates that you have a fast and effective service response and recovery. A high MTTR indicates that you have a slow and inefficient service response and recovery. You can use MTTR data to identify the factors that affect your service speed and quality, and to implement preventive maintenance, spare parts management, and remote diagnostics.

5 Customer Effort Score (CES)

Customer effort score (CES) is a newer and emerging customer service metric for field service engineering. It measures how easy or difficult it is for your customers to get their issues resolved or their needs met by your service. You can collect CES feedback by asking your customers one simple question: How much effort did you have to put forth to handle your request or issue? You can use a scale from 1 to 7, where 1 means very low effort and 7 means very high effort. A low CES indicates that you have a smooth and seamless service process and experience. A high CES indicates that you have a complex and frustrating service process and experience. You can use CES data to identify the pain points and barriers that your customers face, and to simplify and streamline your service process and experience.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?