Efficiency in Field Service: The KPIs That Matter Most

In field service, success isn’t just about completing jobs—it’s about doing so efficiently, profitably, and with customer satisfaction in mind.

How do you know if your operations are running at their best? The answer lies in tracking the right key performance indicators (KPIs). At Klugo, we help businesses simplify their operations with NetSuite, ensuring they have real-time visibility into the metrics that drive smarter decisions.

Here are the five essential KPIs every field service business should monitor:

1.

First-Time Fix Rate (FTFR)
How often do your technicians resolve issues on the first visit? A high FTFR means fewer repeat visits, lower costs, and happier customers. If your FTFR is low, it may be time to assess technician training, inventory management, or remote diagnostics.

2.

Mean Time to Repair (MTTR)
Downtime costs money. Tracking how long it takes to diagnose and fix an issue can highlight inefficiencies in scheduling, parts availability, and technician skill sets. Reducing MTTR leads to faster service and increased customer trust.

3.

Technician Utilisation Rate
Are your field technicians operating at peak efficiency? This metric helps balance workload, ensuring technicians aren’t overworked or underutilised. Improving utilisation often comes down to better scheduling, automation, and workforce planning.

4.

Customer Satisfaction Score (CSAT)
Your customers’ experience defines your reputation. Capturing direct feedback through surveys or ratings allows you to pinpoint areas for improvement and strengthen customer relationships.

5.

Service Revenue & Profitability
A well-run field service business isn’t just about service calls—it’s about profitability. Tracking revenue per job, contract renewals, and overall service margins ensures you’re delivering value while maintaining a healthy bottom line.

Why Data-Driven Decisions Matter

Metrics are only valuable if they’re actionable. With NetSuite, field service businesses gain a unified system that provides real-time insights, automates reporting, and connects teams with the data they need to improve operations.

At Klugo, we specialise in helping businesses improve their efficiency with NetSuite. Whether it’s refining workflows, optimising technician dispatch, or improving financial visibility, we tailor solutions that drive smarter work and better results.

Want to simplify your field service operations? Talk to Klugo today.

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