You're assessing your Field Service Engineers' performance. What key metrics should you focus on?

Remember that response time also inclodes the initial phone call to try and resolve remotely. IN my experience more that 70% of calls are resolved without having to send a technician.

Incorporate Customer Feedback: Gather feedback from customers regarding their service experience. Understanding their perspectives can provide valuable insights into how to improve response times and overall service quality. Continuous Improvement: Foster a culture of continuous improvement within your team. Encourage staff to share suggestions for optimizing processes and reducing response times.

Implement Quality Assurance Processes: Conduct regular quality checks on completed service calls. This can include customer feedback surveys and post-service evaluations to ensure that issues are being resolved satisfactorily. Foster Communication and Collaboration: Encourage teamwork and communication among engineers. Sharing experiences and solutions can enhance collective knowledge and improve individual performance.

I have a three step process for customer service and it has worked for me for many years. 1. Initial interview 2. Solve the problem 3. Follow up

Monitor Performance Metrics: Regularly track customer satisfaction metrics and other related KPIs (like resolution rate and response time). Use this data to evaluate performance and guide strategic decisions. Create a Customer-Centric Culture: Foster a company culture that prioritizes customer satisfaction at all levels. Encourage employees to take ownership of customer issues and strive to exceed expectations. Celebrate Successes: Recognize and reward employees for outstanding customer service

Review Work Processes: Regularly review work processes to identify inefficiencies. Streamlining workflows can help reduce the time spent on non-billable activities and improve overall productivity. Foster a Collaborative Environment: Encourage collaboration among team members. Sharing knowledge and resources can help FSEs complete tasks more quickly and effectively, contributing to a higher utilization rate. Create a Balanced Workload: Ensure that workloads are balanced among team members to prevent burnout and allow for optimal focus on billable work