A field service dashboard can be a powerful tool for your company. When you choose a field service dashboard provider that supports the insights that matter most to your business, you can make crucial operational and organisation decisions that affect the success of your business.
A field service dashboard can be a powerful tool for your company, offering service management metrics and reporting that help you measure your business performance.
This data visualisation tool helps track the real-time performance of a variety of key performance indicators (KPIs) relevant to your company. Field service KPI examples include completed appointments, first-time fix rates, average travel time for technicians, customer satisfaction, and more.
But it’s about more than just tracking data: When you choose a field service dashboard provider that supports the insights that matter most to your business, you can make crucial operational and organisational decisions that affect the success and longevity of your business.
Here are three kinds of insights your field service dashboard should help you glean — and the KPIs that can help.
Job insights
Your field service dashboard should enable you to measure KPIs that provide a look into job performance — tracking active and upcoming jobs for the day, as well as jobs that were recently completed.
KPIs to track:
- Completed appointments
- No-access appointments
- Cancelled appointments
- Unallocated jobs
- Jobs in queue
Once you have this data, you can then parse the information to discern how to elevate your service processes.
What to do with the insight:
- Determine how to be more agile on the day of service. For example, a field service dashboard should help you quickly identify operatives who are newly available for dispatch due to a cancellation.
- Analyse long-term patterns so you can make changes to your processes. Say you see an increase in no-access appointments; you may want to adjust your appointment reminder communications to ensure customers are aware of their day of service.
Operative insights
To help operatives do their best job, you need an understanding of who is excelling — and who could use some improvement.
KPIs to track (per operative):
- Completed jobs
- First-time fix rates
- Average customer rating
- Billable hours (time spent on active jobs) versus admin time
- Average travel time
- Mean time to repair (MTTR) (how long it takes to fix issues) and repeat visits
What to do with the insight:
- If you can aggregate data based on tags such as region, trade, and manager — as well as by individual operative — you can identify where and for whom more training is needed. Not only will this help achieve better efficiency and customer satisfaction; it will also better support your technicians and can lead to less turnover.
- Determine whether any new processes are impacting operative efficiency, and make pivotal changes.
Customer engagement insights
If you want to increase customer satisfaction, retention, and lifetime value — the lifeblood of any business — you need insights from your service management metrics and reporting into how customers are engaging with your business.
KPIs to track:
- Customer survey open/completion rates
- Chat response rates
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS) (would a customer recommend you?)
- Customer Effort Score (CES) (how much effort did it take the customer to get the issue resolved?)
- Customer retention (what percentage of clients remain with you long-term?)
What to do with the insight:
- Identify and address areas of friction within the customer experience. A field service dashboard should allow you to filter feedback metrics based on date range and custom filters, measure the conversion rate through the feedback process to identify blockages and optimise communications accordingly, and easily see how many customers have responded to feedback requests and how ratings are distributed.
- Break down the answers to survey questions for a snapshot of customer sentiment, and quickly respond to negative feedback to resolve issues before they escalate and build trust with your customers.
Make it make sense
When you track KPIs that offer access to key business insights, you’re presented with infinite opportunities to improve your service delivery.
A good field service dashboard provider should enable you to better understand and improve job, operative, and customer engagement performance (and more), and work with you to tailor KPIs that will deliver these valuable insights.
