As a Fiber Internet Service Provider, it is imperative to stay up-to-date on your company’s key performance indicators (KPIs), which serve as invaluable benchmarks for evaluating various facets of your business. These metrics are instrumental in making informed decisions, whether they pertain to scaling your workforce, expanding coverage, or adjusting support hours. KPIs function as effective indicators for monitoring business productivity and overall customer service satisfaction. 

Recognizing the significance of different KPIs is essential for crafting tailored business strategies, particularly in two critical areas: Dispatchers and Field Technicians (or Field Operations Departments in some companies).

Measuring and monitoring key metrics in field service and dispatch operations is crucial for optimizing efficiency, improving customer satisfaction, and enhancing overall performance. Here are some important metrics to consider:

KPIs for Dispatchers

Time to Schedule
The time taken to schedule a job significantly impacts technician productivity and customer satisfaction, especially for ISPs with tiered contracts or service protection plans with specific response times.

Travel Time
Considering travel time in job scheduling is crucial for optimizing technician efficiency, minimizing wear and tear on service vehicles, and maintenance.

KPIs for Field Technicians

First-time Fix Rate
A high first-time fix rate indicates effective problem resolution, positively reflecting on staff experience and preparedness. It directly influences customer satisfaction, team confidence, and resource utilization.

Job Completion Time
Understanding the time required for specific tasks, including travel time, helps prevent overbooking, maintains customer satisfaction, and ensures accurate billing for performed work.

Job Completion Success Rate
Knowing the success rate of completed jobs helps identify profitable areas and potential issues, preventing unnecessary wear and tear on resources.

Repeat Service Calls
Minimizing repeat service calls is crucial for customer satisfaction, positively reflecting on your service and team confidence.

Final Tho0ughts

Diligently monitoring and optimizing key performance indicators (KPIs) are imperative for sustained success and customer satisfaction. These metrics, ranging from the efficiency of dispatchers to the performance of field technicians, serve as crucial benchmarks that guide strategic decision-making, resource allocation, and overall business operations.