Key Metrics for Field Service Success in NZ Businesses

In today's business environment, performance in field service plays a crucial role in achieving success and remaining competitive. Field service performance metrics and key performance indicators (KPIs) assist companies in assessing and enhancing operations by optimising processes. Properly analysing these metrics not only uncovers weaknesses but also facilitates strategic planning to improve productivity. In this guide, we will explore the most vital metrics for managing your field teams. Mastering these tools can significantly enhance service quality and boost customer satisfaction.

What Are Field Service Metrics

Field service performance metrics are indicators that measure the performance of field teams as well as the quality of service delivered. These metrics aid companies in assessing how promptly and effectively tasks pertaining to off-site customer service are executed. Using field service performance metrics appropriately allows you not only to analyse the current state but also to identify areas for improvement, ultimately leading to better customer satisfaction and increased profits. It's important to understand that offsite service metrics can differ based on the nature of the business and industry. They might include metrics like response time to calls, number of orders completed, customer satisfaction, and cost of service. Effectively monitoring these metrics allows organisations not only to track their performance but also to compare themselves with competitors. With the aid of modern technology, such as field service performance metrics software, companies can significantly enhance the process of data collection and analysis. These solutions automate many processes, allowing professionals to focus on key aspects of customer service. As a result, this leads to increased efficiency, reduced costs, and improved overall company productivity.

Essential Field Service Software Capabilities

Field service software offers a range of powerful tools that greatly simplify KPI service management. Its features are designed to enhance the quality of customer field service performance metrics and optimise internal processes. Let's take a closer look at the main features that such software provides.

1. Appointment Booking Capability

One of the key features of field service performance metrics software is the ability to book appointments. This feature allows customers to schedule appointments with field service professionals in advance. By integrating with calendars and time management metrics and systems, the software automatically generates available time slots and offers them to clients. Thus, customers can select a convenient time, greatly enhancing the ease of field service performance metrics. Additionally, having an appointment feature helps avoid confusion and conflicts associated with multiple appointments at the same time. This, in turn, reduces negative feedback and increases customer satisfaction. Moreover, the capability to make an appointment allows staff to prepare for it in advance. By knowing the visit's date and time, professionals can gather all the necessary materials and information, making the service more focused and efficient. Ultimately, this process not only simplifies things for customers but also helps improve overall team productivity.

2. Integrated Real-Time Notification Capability

Another important feature of offsite service software is the integrated real-time notification system. This feature provides quick notifications to both customers and field technicians regarding any changes in the field service performance metrics schedule. The notification system allows customers to stay informed about the technician's arrival time, schedule changes, and other significant aspects. These notifications can be sent through various channels including SMS, email, and mobile apps. This not only keeps customers informed but also creates a sense of responsiveness from the company. For field technicians, such a feature is also extremely beneficial. Notifications allow them to respond quickly to schedule changes or emergencies. As a result, it greatly enhances their mobility and availability to complete assignments, ultimately improving service and customer loyalty.

3. Integrated Workflows Capability

Integrated workflow capability is another key feature that significantly enhances the efficiency of outbound field service performance metrics. By automating several processes like task assignment, project management, and execution tracking, the software enables a higher level of coordination among field teams. Workflows become more transparent and manageable, avoiding unnecessary delays and errors. Professionals can quickly access the information and resources they need, making them more productive. Crucially, the ability to tailor workflows to the specific needs of the company maximises performance. Additionally, analysing data on completed tasks and the performance of individual specialists allows management to identify team strengths and weaknesses. This analysis process is crucial for continuous improvement and overall performance. Ultimately, an integrated workflow system enhances service quality and customer interactions.

4. Offline Mode Capability

Finally, offline mode is another important feature of field service performance metrics software. This feature allows technicians to perform their tasks even when there is limited internet connectivity. In the field, where connectivity can be unstable, this feature proves to be indispensable. Professionals can complete reports, update statuses, add notes, and other tasks without worrying about a stable internet connection. All information is stored locally and synchronised with the central system once the connection is restored. This minimises the risk of data loss and ensures uninterrupted operations. Offline mode also increases the flexibility and mobility of field technicians. They can concentrate on their tasks without being distracted by connectivity issues. Ultimately, this leads to better field service performance metrics, quality, and customer satisfaction, which is a top priority for any field service company.

What Are Field Service Key Performance Indicators

Field service KPIs are specific metrics that measure the quality and productivity of the field service team. These metrics help organisations analyse their performance, identify weaknesses, and make informed decisions to improve processes. Key KPIs for field service performance metrics:

1. Response time - the average time it takes to respond to a customer enquiry.
2. Number of tasks completed - the total number of tasks completed in a given time period.
3. Customer Satisfaction Rate - the percentage of customers who are satisfied with the service provided.
4. Percentage of completed calls/visits - the percentage of successfully completed tasks compared to the total number of appointments.
5. Uncompleted task balance - the number of tasks that weren't completed on time.

These field service performance metrics help not only to monitor performance but also to customise processes in line with customer requirements and current market trends.

Why Is It Important To Define KPIs In Field Service Operations

Key performance indicators (KPIs) play a crucial role in managing field service operations. They help track tasks and provide essential data for analysing team performance, improving customer experience, and optimising resources. Defining and regularly measuring KPIs allows organisations to identify areas for improvement, minimise costs, and enhance service quality, all of which bolster competitiveness. These field service performance metrics form the basis for informed decision-making and development strategy. By understanding and analysing their KPIs for service technicians, companies can adapt to changing market conditions and customer demands, further enhancing their reputation and building sustainable customer relationships. Therefore, properly defining KPIs becomes an essential tool for achieving long-term goals and improving overall business performance.

Measuring Field Service KPIs: Strategy-Driven vs. Metrics-Driven

It should also be noted that successful KPI implementation requires a clear understanding of the company's objectives. Qualitatively highlighted indicators, whether based on a strategic approach or entirely on field service KPI metrics, will help to better manage field service and allocate resources efficiently, enabling expected results to be achieved.

The difference in Approach: Strategy-Driven vs. Metrics Driven

The strategy-based approach focuses on the long-term goals and overall development plan of the company. In this context, KPIs are defined according to strategic priorities, such as increasing market share, reducing service cycle time, or improving customer experience. These field service performance metrics help employees understand how their daily tasks contribute to larger organisational goals. Data-driven field service KPI, on the other hand, aims to measure specific results and compare them to predetermined standards. These KPIs may include the number of services performed, complaint response times, and customer satisfaction levels. This approach provides the ability to assess current performance and identify bottlenecks, which helps in responding quickly to changing situations. By blending both approaches, organisations can create a comprehensive evaluation system that bridges the gap between long-term goals and short-term results. This helps teams stay coordinated and focused on achieving both strategic and operational objectives.

1. Operational Efficiency

Operational efficiency is one of the key aspects of successful field service operations. A strategy-driven approach focuses on optimising processes and reducing costs while enhancing field service performance metrics quality. By ensuring all phases of the field team's operations are maximised, productivity and customer satisfaction can be significantly increased. Conversely, data-driven field service performance metrics allow teams to quickly adapt to current conditions by identifying deviations from standards and making necessary changes in a timely manner. For instance, if it turns out that the response time to customer enquiries exceeds the norm, the team can make adjustments and reschedule to improve efficiency. Thus, the blend of strategic and indicative assessment assists in achieving high results in operational efficiency, which in turn helps to reduce costs and increase profits.

2. Productivity and Performance

The performance of the field service performance metrics team directly affects the company's overall performance. A strategic approach to KPIs allows setting long-term goals for productivity growth, such as increasing the number of successfully completed visits or reducing turnaround times. Data-driven field service performance metrics help to promptly track team performance in real-time. For instance, using mobile apps to monitor employee time and successfully completed tasks can quickly identify gaps and provide opportunities for training and development. Ultimately, the combination of strategic and indicative KPIs sets the stage for continuous productivity growth, leading to improved field service performance metrics, quality, and a more competitive company.

3. Customer Experience

Customer experience is the focal point of any field service strategy. The strategy approach focuses on creating seamless, positive interactions with customers at all stages of service, ensuring their needs and expectations are met. With KPI data, companies can obtain immediate customer feedback on field service performance metrics, quality. This enables them to easily identify deficiencies and respond swiftly, greatly improving the customer experience. Today's consumer demands a high level of service, and a company's ability to adapt to these expectations through constant analysis and updating of service approaches is crucial for customer retention and building a strong reputation.

4. Customer Engagement

Attracting new customers is crucial for long-term growth. A strategic KPI approach allows organisations to pinpoint target customer segments and create effective marketing and field service performance metrics strategies to best address their needs. A metrics-based approach provides clear tracking of marketing efforts and their impact on attracting new customers. For example, assessing how the number of new customers changes due to optimised service processes helps identify successful practices. Aligning strategic and indicator-based KPIs in this way helps craft a system that not only draws in customers but also retains them, enhancing overall field service management KPI.

5. Customer Satisfaction

Customer satisfaction is the definitive measure of field service success. A strategic approach is aimed at building long-term relationships with customers and continuously enhancing the quality of service provided. With KPI data, companies can monitor customer satisfaction and identify areas needing improvement. This facilitates using feedback to enhance service quality and make adjustments based on customer insights. Refining strategies to boost satisfaction, combined with performance data, creates a robust toolkit for constructing a successful and enduring business in a competitive setting.

25 Field Service Metrics and Key Performance Indicators

Let's explore the top 25 field service performance metrics and KPIs you need to be aware of.

1. Service Request Volume

Service request volume is a key metric for estimating the workload of a field service performance metrics team. It shows how many requests are received over a given period and allows for forecasting resource needs. Regularly analysing request volume helps identify seasonal trends and reallocate tasks for better work planning.

2. Service Request Backlog

The service request log records all incoming requests, including date, time, type of request, and status. It provides process transparency and aids in analysing the performance of the field service performance metrics desk. Additionally, this log can serve as a foundation for future improvements by pinpointing common problems and areas for optimisation.

3. Inflow and Outflow of Cases

Comparing the inflow and outflow of calls allows for assessing helpdesk utilisation and predicting potential issues. If the inflow of calls exceeds its outflow, it might suggest a lack of resources or declining service quality. Analysing this metric aids in optimising performance and enhancing customer satisfaction.

4. Technician Utilisation

The efficiency of technician utilisation measures whether employees' working hours are optimally allocated. This may include analysing the time spent on tasks versus total work hours. A high utilisation rate signals quality work organisation, while a low one might indicate a need to revise work processes.

5. Inventory And Spares Turnover Rate

Inventory and spare parts turnover rate shows how quickly a company uses its resources to complete tasks. This metric aids in minimising storage costs, managing inventory availability, and avoiding delays in customer field service performance metrics. Efficient inventory turnover boosts overall productivity and mitigates risks associated with material shortages.

6. Service Request And Activity Type

Analysing service requests based on activity type reveals which services are most in demand. This knowledge helps companies adapt their offerings and optimise processes based on real customer needs. Understanding the types of requests also supports more targeted training for technicians.

7. Number of Jobs Done

The number of jobs completed serves as an indicator of the field service team's effectiveness. Regularly recording this metric allows for monitoring productivity and developing methods to boost it. Ensuring scheduled tasks are completed on time significantly impacts customer loyalty and satisfaction.

8. Meanwhile to Complete the Job

Average turnaround time is an indicator reflecting the efficiency of field service performance metrics processes. It assesses how quickly the team can complete tasks and identifies where delays may occur. Reducing this time positively affects the overall service level and enhances customer satisfaction.

9. Average Travel Time Per Task

Average travel time per task reflects field service logistics and aids in analysing employee routes. Optimising travel time can significantly lower overall costs and increase the number of completed orders. This metric is also vital for scheduling work time and distributing technician workloads.

10. Repeat Visits

The number of repeat visits can indicate the quality of field service performance metrics provided and customer satisfaction levels. A high number of repeat visits may indicate a lack of skill or incomplete issue resolution on the first visit. Managing this metric helps the team identify weaknesses and improve service quality.

11. Average Time To Resolution

Average time to resolution is a metric showing how long it takes on average to resolve a customer issue. Reducing this time is crucial for elevating customer satisfaction and service efficiency. Regular analysis of this metric helps identify difficulties and optimise processes.

12. Average First Response Time (FRT)

Average First Response Time indicates how swiftly the team reacts to customer inquiries. A quick response is essential for creating a positive impression and is the first step to successfully resolving an inquiry. This metric can serve as a foundation for devising strategies to enhance field service performance metrics quality.

13. Average Reply/Response Time

Average response time reflects the speed at which the field service team replies to customer queries. It is crucial for maintaining high standards of field service performance metrics, quality, and customer issue resolution. Analysing this metric assists in adapting processes and optimising the team’s workload.

14. First-Time Fix Rate

The first resolution rate is the proportion of requests successfully resolved on the first customer contact. A high rate signifies a high level of technician expertise and the ability to quickly diagnose and solve issues. Improvement in this metric leads to higher customer satisfaction and lower re-service costs.

15. Case Escalation Requests

Escalation requests indicate instances where a customer's problem was not resolved at the first level. A high escalation rate might suggest a lack of specialist expertise or difficulty understanding the issue. This indicator signals a need for training and business process review.

16. Customer Effort Score (CES)

The Customer Effort Score measures how much effort a customer had to exert to resolve their problem. A low effort score often correlates with high customer satisfaction. Analysing this metric helps identify service bottlenecks and leads to improved customer experiences.

17. Churn Rate

The churn rate shows the percentage of customers who have ceased using a company's services. A high churn rate can indicate poor service quality or customer dissatisfaction. Analysing this metric helps pinpoint the causes of churn and develop effective customer retention strategies.

18. Account/Customer Summary

An account or customer summary provides a comprehensive view of the interaction history and services rendered to a specific customer. It helps teams better understand the client's needs and tailor their offerings. This tool is crucial for fostering long-term relationships and building loyalty.

19. Active And Inactive Accounts

Analysing active and inactive accounts allows organisations to track trends in their service usage. A rise in inactive accounts may suggest field service performance metrics quality problems or a mismatch in customer needs. By addressing this metric, companies can focus on re-engaging inactive customers through targeted campaigns.

20. Customer Satisfaction Score

The Customer Satisfaction Score (CSAT) offers valuable insights into how satisfied customers are with services. It is the primary metric for evaluating service quality and identifying areas for improvement. Continuous CSAT monitoring enables rapid problem resolution and enhancements to overall field service performance metrics levels.

21. Net Promoter Score (NPS)

The customer loyalty score (NPS) gauges the likelihood of customers recommending a company to others. A high NPS demonstrates strong customer loyalty and satisfaction, which are keys to long-term business success. Companies can use this metric to analyse their market position and make strategic decisions.

22. The Remote Resolution Rate

The remote resolution indicator reflects the success of resolving customer problems remotely, without requiring a specialist visit. A high level in this metric can reduce costs and field service performance metrics time. It also aids in resource optimisation and overall efficiency.

23. The Rate Of Interventions Performed in the SLA limits

The Service Level Agreement (SLA) intervention rate demonstrates how effectively a company meets its standards. Maintaining a high level of this indicator is vital for fulfilling contractual obligations and boosting customer confidence. Companies that prioritise their SLAs gain a competitive edge in the marketplace.

24. Employee and Contractor Turnover

Employee and contractor turnover is a critical indicator of the sustainability of a field service team. A high turnover rate can signal internal problems or a lack of worker satisfaction. Reducing turnover rates aids in retaining qualified staff and maintaining a consistently high level of field service performance metrics.

25. Overall Costs

The total costs of field service performance metrics are a crucial metric for business management. They cover all costs related to service delivery and highlight inefficient practices. Managing total costs helps optimise resources and improve a company's financial performance.

What Are Key Performance Indicators for Maintenance

Effective maintenance is pivotal in ensuring equipment reliability and longevity. Key performance indicators (KPIs) help organisations measure and enhance their maintenance processes. Let's examine the key KPIs that help gauge maintenance performance.

Mean Time-to-Repair (MTTR)

Mean Time to Repair (MTTR) is a metric measuring the time it takes to get equipment back up and running after a failure. MTTR includes all phases: diagnosing the problem, preparing for repair, repairing the equipment, and testing the equipment after returning to field service performance metrics. Optimising MTTR is critical to minimising downtime and losses associated with rearranging or stopping production processes. A high MTTR value may indicate a need to improve technician training, spare parts availability, or diagnostic processes, which can ultimately impact overall plant productivity.

Maintenance Backlog

The Maintenance Backlog serves as an important tool for managing maintenance processes. This document records all scheduled work that, for whatever reason, has not been completed on time. Understanding the reasons for these incomplete jobs helps to identify bottlenecks in maintenance planning and organisation. By analysing data from the logbook, a strategy can be developed to optimise maintenance schedules, minimise downtime risks, and increase overall equipment reliability. Regular review of the backlog also helps to improve discipline among maintenance personnel.

Mean Time-Between-Failures (MTBF)

Mean Time Between Failures (MTBF) is another critical KPI showing the average amount of time equipment operates without failure. MTBF is calculated as the ratio of total equipment uptime to the number of equipment failures during a given period. High MTBF values indicate high equipment reliability and efficient maintenance processes. MTBF can be increased by modernising equipment, implementing modern technologies and a reasonable approach to preventive maintenance planning.

Equipment Uptime

Equipment uptime is an indicator reflecting the total duration of operation without failures during operation. This time can be defined as the period from commissioning to the first failure. Tracking this metric allows companies to assess the reliability level of their equipment and identify potential areas for improvement. Improving uptime is directly related to the quality of maintenance, as well as the proper selection and use of materials and spare parts. Ultimately, increasing this metric results in greater customer satisfaction and cost savings.

Field Service Technician Metrics

Metric	Description	Importance
First-Time Fix Rate	Percentage of issues resolved on the first visit.	Indicates efficiency and customer satisfaction.
Average Response Time	Average time taken to respond to service requests.	Affects customer satisfaction and service level.
Mean Time to Repair (MTTR)	Average time taken to complete repairs.	Reflects technician efficiency and resource allocation.
Utilisation Rate	Percentage of time technicians spend on productive tasks vs. total available time.	Helps in workforce management and planning.
Customer Satisfaction Score	Rating from customers post-service.	Direct measure of service quality and technician performance.
Service Level Agreement (SLA) Compliance	Percentage of service requests meeting SLA requirements.	Essential for maintaining contractual commitments.
Cost per Service Call	Average cost incurred for each service call.	Important for budgeting and financial analysis.
Repeat Visit Rate	Percentage of service calls that require a follow-up visit.	Indicates quality of service and potential training needs.
Technician Productivity	Number of service calls completed per technician per day.	Measures efficiency and workload management.
Inventory Turnover Rate	Frequency at which inventory is used and replenished.	Important for managing parts and reducing costs.

 

Field Service Dispatcher and Scheduler Metrics

Metric	Description	Importance
Schedule Adherence	Percentage of scheduled appointments that are met on time.	Reflects the effectiveness of scheduling and planning.
Average Dispatch Time	Average time taken to assign a technician to a service request.	Impacts response times and customer satisfaction.
Technician Availability Rate	Percentage of time technicians are available for new jobs.	Helps optimise resource allocation and scheduling.
First Contact Resolution Rate	Percentage of issues resolved during the first customer contact.	Indicates effectiveness in resolving issues without escalation.
Job Completion Rate	Percentage of jobs completed within the scheduled time frame.	Measures efficiency and effectiveness of dispatching.
Customer Satisfaction Score	Rating from customers regarding their service experience.	Direct measure of service quality and dispatcher performance.
Average Time to Schedule	Average time taken to schedule a service appointment after a request is made.	Affects overall service delivery and customer experience.
Emergency Job Response Time	Average time taken to respond to emergency service requests.	Critical for customer trust and service reliability.
Resource Utilisation Rate	Percentage of technician capacity utilised for productive work.	Important for maximising workforce efficiency.
SLA Compliance Rate	Percentage of service requests that meet established Service Level Agreements.	Essential for maintaining contractual obligations and customer trust.

 

How to Choose the Right Field Service Metrics

Consideration	Description	Importance
Alignment with Business Objectives	Ensure that your field service goals support overall business objectives.	Helps in prioritising metrics that drive business success.
Accessibility of Data	Determine what data is readily available for analysis and reporting.	Ensures that metrics can be tracked and measured effectively.
Actionability of Metrics	Assess whether the metric can lead to actionable insights and improvements.	Metrics should inform decision-making and operational changes.

 

Planning Your Field Service Metrics

Planning for field service indicators is a critical step in achieving high performance in the field. The first step is to find and collect all the data that can influence the generation of field service performance metrics. This includes analysing service history, performance data, and customer feedback. Studying this data will help identify current trends and problem areas, allowing you to more accurately customise field service metrics to meet the needs of the business. In addition, it is recommended to regularly review and update the information gathered to account for changes in market conditions and business processes. The next step is to disseminate the field service performance metrics to all stakeholders. It is important that supervisors, managers, and field service workers have access to up-to-date information. This can be achieved through regular meetings, newsletters, or the use of specialised digital platforms. Keeping an open dialogue and sharing information helps teams better understand their tasks and direction to improve performance, which in turn promotes more cohesive work. A key aspect of successful planning is clearly communicating goals to the field service performance metrics workers. Goals should be specific, measurable, achievable, relevant and time-bound (SMART). This will enable workers to clearly understand their responsibilities and expectations and help motivate them to achieve high performance. Clarity in the formulation of goals provides a solid foundation for effective work and contributes to improved team morale.

Determine Your Field Service Goals

Setting field service goals requires an in-depth analysis of business needs and customer expectations. Clearly articulated goals help guide the team's efforts and provide a basis for further action. For example, a goal could be to reduce response time to customer requests or improve service levels in a particular region. Understanding the company's priorities and translating them into specific goals will help optimise field service performance metrics, processes and achieve greater customer satisfaction. It is also important to remember that goals should be adaptive. The market and customer needs can change, and field service goals must align with these changes. Regularly re-evaluating goals helps avoid stagnation and guides the team towards innovation. Involving employees in the goal-setting process can increase buy-in and commitment, as they will feel engaged in the process and realise the importance of their roles.

Tracking and Reporting Field Service Metrics

Effective tracking of field service performance metrics indicators is fundamental to achieving the goals set. Utilising analytical tools and monitoring techniques allow teams to regularly assess their performance. Key field service performance metrics such as turnaround time, customer satisfaction and the number of tasks completed should be monitored regularly. This provides the opportunity to react quickly to any deviations and adjust strategies in real-time. Reporting on field service performance metrics is an equally important aspect. It is important not only to collect data but also to present it in a format that is easy to analyse and understand. Regular reports help to keep all stakeholders informed of developments and provide transparency of processes. Furthermore, the use of visualised data such as graphs and charts can make it much easier to comprehend information and identify trends.

Field Service Dashboards

Monitoring dashboards are becoming popular tools for managing field service performance metrics. They allow you to summarise productivity and performance data in one visually appealing graphic. With today's technology, dynamic dashboards can be created that update information in real-time, allowing teams to respond quickly to changing conditions. Using dashboards makes data more accessible and understandable to everyone involved in the process. Dashboards can also be a powerful tool for boosting employee engagement. Having these dashboards in offices or workplaces creates a constant reminder of goals and field service performance metrics, which fosters a competitive spirit and a desire to achieve high performance. Employees can see their contribution to the overall picture and understand how their efforts impact the success of the entire team, which certainly lifts morale and productivity.

How Shifton Helps You Track Field Service Metrics KPIs and Metrics

In today's business environment, where competition is growing daily, the ability to accurately track key performance indicators (KPIs) and field service performance metrics is becoming crucial to success. Shifton is a platform offering many opportunities to monitor and improve these field service performance metrics, allowing companies to optimise their business processes and provide the most efficient customer service possible.

Close More Jobs with Efficient Call Booking

Effective call booking is at the heart of any field service performance metrics provider's success. Shifton offers an intuitive interface for managing field service performance metrics requests, making it easy to process orders quickly and easily. The platform includes the ability to automatically distribute calls based on location, technician availability and task complexity. This not only reduces customer wait times but also increases the likelihood of closing more orders. With the ability to integrate with other systems such as CRM, Shifton makes the entire process as transparent and efficient as possible.

Optimise Service Delivery with Smart Scheduling & Dispatching

Shifton also provides tools for intelligent scheduling and dispatching, which significantly enhances service delivery. Using machine learning and data analytics algorithms, the system predicts the workload of dedicated workers, allowing you to adapt work schedules and resource plans in advance. This level of optimisation helps minimise downtime and ensures that the right resources are available at the right time. As a result, companies can respond to customer requests faster, improving not only their efficiency but also customer satisfaction.

Keep Your Field Service Technicians Agile with Shifton Mobile

With the Shifton Mobile app, field service technicians can manage their work from anywhere at any time. The platform offers features that allow technicians to retrieve job information, update service statuses, and communicate with the team in real-time. This means that even when out of the office, technicians remain connected and can respond promptly to changing conditions. The flexibility makes them more productive and allows them to instantly resolve any issues that arise during the service process.

Boost Customer Metrics by Delivering Awesome Customer Service

An equally important aspect is customer service. Shifton provides tools to gather feedback, monitor satisfaction, and analyse customer interactions. Important settings for automatic notifications and post-service surveys help you collect useful data that can be used to improve the quality of work. The better you understand your customers' needs, the more personalised and high-quality your field service performance metrics can be. This commitment to continually improving the customer experience not only increases satisfaction but also helps form long-term customer relationships. Overall, utilising the Shifton platform is a powerful step towards enhancing the efficiency of your field service operation. The integration of all these features into one system makes it a very useful tool for both managers and field service professionals. With Shifton, your KPIs and field service performance metrics will be under control, giving you a competitive edge in the market!