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Response time One of the most important measures of field service performance is response time - the time it takes to respond to various customer issues. This metric typically has the greatest impact on overall customer satisfaction because it indicates how prepared a company is to deal with adversity. Average service response time can be measured by isolating the time that elapses from the first time a problem.
Reported to the arrival of a technician on site. The most common causes of poor response times are operational inefficiencies and poor service management. Technician success rate This KPI indicates how many successful tasks a technician phone number list completes in a given period of time. Several factors may determine this. One of them may be the number of tasks closed by the dispatcher. Having.
Multiple tasks on the agenda doesn't necessarily mean the technician's success rate is high. However, the more tasks a customer marks as completed, the better the KPI. Another factor to consider is the rate of assignments and rescheduling and the repeatability of visits. If a technician reschedules multiple tasks because he or she is unable to follow the established plan, it may mean that he or she lacks certain skills.
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發表於 2023-10-9 17:27:00