What KPIs and Metrics Are Tracked in a Field Service Mobility Dashboard for Cable Company Technicians?
In a field service dashboard tailored for cable company technicians, several key performance indicators (KPIs) and metrics are typically tracked to ensure efficient operations and high-quality service delivery. These metrics help management assess technician performance, identify areas for improvement, and ensure customer satisfaction. Here are some common KPIs and metrics tracked in such a dashboard:
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First-Time Fix Rate (FTFR): This metric measures the percentage of service calls resolved on the first visit without the need for follow-up visits. A high FTFR indicates efficient problem resolution and reduces customer inconvenience.
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Mean Time to Repair (MTTR): MTTR measures the average time it takes to repair or resolve a reported issue. Lower MTTR values indicate faster issue resolution and improved customer satisfaction.
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Response Time: This metric tracks the time it takes for a technician to respond to a service call after it is assigned to them. Prompt response times are crucial for meeting customer expectations and minimizing downtime.
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Service Level Agreement (SLA) Compliance: SLA compliance measures the percentage of service calls that are resolved within the agreed-upon timeframe specified in the service level agreement with customers. Adhering to SLAs is essential for maintaining customer satisfaction and loyalty.
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Customer Satisfaction (CSAT) Score: CSAT scores provide feedback on customer satisfaction levels following service interactions. Technicians may collect feedback through surveys or direct communication with customers. A high CSAT score reflects positive customer experiences and indicates effective service delivery.
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Work Order Completion Rate: This metric tracks the percentage of assigned work orders that technicians successfully complete within the specified timeframe. It helps gauge technician productivity and workload management.
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Travel Time: Travel time measures the time spent by technicians traveling to and from customer locations. Minimizing travel time improves operational efficiency and enables technicians to attend to more service calls.
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Parts Usage: Tracking parts usage helps monitor inventory levels and ensures that technicians have access to the necessary equipment and materials to complete service tasks promptly.
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Technician Utilization Rate: This metric calculates the percentage of time that technicians spend actively engaged in service activities compared to their total available working hours. Maximizing technician utilization optimizes workforce efficiency and resource allocation.
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Safety Incidents: Monitoring safety incidents helps ensure the well-being of technicians and reduces the risk of workplace accidents. This metric tracks the number of safety incidents, near misses, and compliance with safety protocols.
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