White Paper Overview: Quick Guide to Field Service Metrics

Mar 16, 2017 • FeaturesJohn CameronMagazine (digital editions)metricsresourceswhite papersWhite Papers & eBooksfield serviceTrimble

Resource Type: White Paper
Published by:  Trimble
Title: A Quick to Field Service Metrics



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Field Service Managers face a big challenge balancing customer service with operational efficiency. It can be often hard to know how each important aspect is performing; and making changes in one area can affect the other. A successful Service Manager will leverage KPIs to gain visibility into their operations; helping them to manage both aspects of their business.

This White Paper published by Trimble Pulse takes a look at the some of the key considerations as to what metrics field service managers should be focussing on.

The white paper includes sections on:

  • The importance of KPIs
  • The top 5 field service KPIs
  • A guide to benchmarking your own KPIs against best in-class field service organisations.


Historically, field service organisations measured their success based upon the cost of service delivery and revenue generation. However, as competition in the industry heats up and customer expectations reach an all-time high, measuring additional Key Performance Indicators (KPIs) has become critical to success.

Field service companies need to know what is working and what isn’t in their operations in order to make improvements. This is easier said than done.

With so much data flowing in from multiple sources, in various formats and through an array of tools, determining what is useful can be a minefield for service organisations

With so much data flowing in from multiple sources, in various formats and through an array of tools, determining what is useful can be a minefield for service organisations. Nearly 30 per cent of field service managers believe their organisation is ineffective at using the data they collect and just 1 in 5 believe they get the information they need from field service data to help do their job.


Field Service Managers need to extract data from their operations in two ways.

Firstly, they need instant, accurate information on which they can make on-the-spot decisions and secondly, performance management analytics should also be gathered so they can benchmark performance trends and learn from  experiences.

Ultimately, you cannot improve on what is not already being measured.

Identifying KPIs, measuring them and setting goals for improving them will reap rewards for any service operation.

Importance of KPIs

In order for field service organisations to obtain and retain customers, they must have a solid understanding of how their field operations are performing at all times. When utilised well, KPIs keep the service team focused and, most importantly, identify where improvements in the business are needed.

The business dynamics of delivering field service have changed, and customers are demanding higher levels of service. Field service organisations need to adapt accordingly which often means empowering their technicians with the tools and knowledge to fix things the first time – every time.

KPIs can help measure how well an organisation is meeting this objective as well as provide data that will help improve the effectiveness of each technician in completing their job.

Top 5 field service KPIs

The white paper takes an in-depth look at the following KPIs

  • Customer Satisfaction
  • SLA compliance
  • Technician Productivity
  • Technician Utilisation
  • First-time-fix rate

How do you compare

The white paper explores research by Trimble Pulse which highlights that there is a lot of room for field service organisations to improve upon when it comes to using field service data. The research surveyed field service managers to find how their organisations use KPIs and whether they are successful at leveraging KPIs to improve business productivity and efficiency.

Without this insight, how can you make decisions which enhance business productivity, cost efficiency and create loyal customers?

Trimble asked a range of questions looking to establish what field service organisations perceive to be the top most important KPIs to how they use KPIs to inform business decision making, that’s if they use KPIs at all. Without this insight, how can you make decisions which enhance business productivity, cost efficiency and create loyal customers? Essentially, you can’t manage what you don’t measure.


The final section of this white paper explores the findings of this research and outlines best-practice approaches to field service metrics.

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