9 KPIs Every Field Service Manager Should Track Daily

Field service managers face the daily challenge of balancing operational efficiency, customer satisfaction, and profitability. Without tracking the right metrics, you're essentially flying blind, making decisions based on gut feeling rather than data. The most successful field service operations rely on specific key performance indicators (KPIs) that provide real-time insights into their business health. Modern AI-powered field service management software makes tracking these metrics easier than ever, transforming raw data into actionable intelligence.

Daily KPI tracking isn't about drowning in data—it's about identifying the metrics that truly move the needle for your business. While weekly and monthly reports have their place, daily monitoring allows you to catch problems before they escalate, capitalize on opportunities quickly, and make informed decisions that keep your operation running smoothly. Whether you're managing a team of five technicians or fifty, these nine KPIs provide the foundation for data-driven field service management that delivers results.

1. First-Time Fix Rate (FTFR)

First-time fix rate measures the percentage of service calls resolved during the initial visit without requiring a return trip. This metric directly impacts customer satisfaction, operational costs, and technician productivity. A low FTFR indicates issues with technician training, parts availability, or job preparation that need immediate attention. Industry benchmarks typically range from 70-85%, but top-performing organizations consistently achieve rates above 90%.

Tracking FTFR daily helps you identify patterns quickly—perhaps certain technicians need additional training, or specific job types require better pre-visit diagnostics. Fieldproxy's AI-powered platform analyzes FTFR trends and provides recommendations for improvement, such as optimizing technician assignments based on expertise or ensuring proper parts inventory. When you improve your FTFR, you simultaneously reduce truck rolls, lower fuel costs, and increase customer satisfaction scores.

2. Average Response Time

Average response time measures the elapsed time between when a customer requests service and when a technician arrives on-site. In today's on-demand economy, customers expect rapid response times, and delays can quickly damage your reputation. This KPI is particularly critical for emergency services, warranty work, and high-value clients who expect priority treatment. Monitoring response time daily allows you to adjust scheduling, routing, and resource allocation in real-time.

Modern field service management solutions dramatically improve response times through intelligent scheduling algorithms and GPS-based technician tracking. Similar to how avoiding common scheduling mistakes can save thousands, optimizing your response time can significantly boost customer retention. Set target response times for different service tiers (emergency, same-day, scheduled) and monitor daily performance against these benchmarks to maintain service level agreements.

3. Schedule Adherence Rate

Schedule adherence rate tracks how well your team sticks to planned appointments and time windows. This metric reveals whether your scheduling is realistic, whether technicians are managing their time effectively, and whether unexpected issues are disrupting your operations. Poor schedule adherence cascades into customer dissatisfaction, missed appointments, and inefficient resource utilization. A healthy schedule adherence rate typically exceeds 85%, with world-class operations achieving 95% or higher.

Daily monitoring of schedule adherence helps you identify root causes and implement corrective actions quickly. features-in-modern-field-service-management-software-d1-35">Modern field service management software provides real-time visibility into schedule performance, allowing dispatchers to proactively adjust routes and communicate delays to customers. This proactive approach transforms potential service failures into opportunities to demonstrate reliability and transparency.

4. Technician Utilization Rate

Technician utilization rate measures the percentage of a technician's working hours spent on billable activities versus administrative tasks, travel time, and idle periods. This metric directly impacts profitability—higher utilization means more revenue per technician without increasing headcount. However, it's important to balance utilization with quality; pushing technicians beyond 85-90% utilization can lead to burnout, mistakes, and declining customer satisfaction. The goal is optimizing productive time while maintaining sustainable workloads.

Tracking utilization daily reveals opportunities to eliminate waste and improve efficiency. Are technicians spending excessive time traveling between jobs? Is paperwork consuming hours that could be spent serving customers? Just as automation tools help electrical contractors maximize productivity, intelligent routing and mobile-first workflows can dramatically improve utilization across all field service industries. Fieldproxy's platform automatically calculates utilization rates and identifies bottlenecks that reduce productive time.

5. Customer Satisfaction Score (CSAT)

Customer satisfaction score measures how happy customers are with your service delivery, typically collected through post-service surveys. While many organizations track CSAT monthly or quarterly, daily monitoring provides early warning signals about service quality issues before they become systemic problems. A declining CSAT trend over several days indicates something has changed—perhaps a new technician needs additional coaching, or a process change is creating friction. Industry leaders maintain CSAT scores above 4.5 out of 5, with many achieving 4.7 or higher.

Implementing automated post-service surveys ensures you capture feedback while the experience is fresh in customers' minds. Daily CSAT tracking allows you to celebrate wins, address concerns immediately, and identify trends across technicians, service types, and customer segments. Fieldproxy integrates customer feedback directly into the platform, automatically flagging low scores for immediate follow-up and correlating satisfaction data with operational metrics to identify improvement opportunities.

6. Average Job Completion Time

Average job completion time tracks how long technicians spend completing specific types of service calls from arrival to departure. This metric helps you create accurate time estimates, identify efficiency opportunities, and spot technicians who may need additional training or support. Significant variations in completion time for similar jobs often indicate inconsistent processes, skill gaps, or equipment issues that deserve investigation. Establishing baseline completion times for common job types enables more accurate scheduling and capacity planning.

Daily tracking of completion times reveals patterns that weekly or monthly reviews might miss. Perhaps completion times spike on certain days due to parts availability issues, or specific job types consistently take longer than estimated. These insights enable continuous improvement that compounds over time, allowing you to serve more customers with the same resources while maintaining quality standards.

7. Parts Availability Rate

Parts availability rate measures how often technicians have the necessary parts to complete jobs without delays or return visits. This metric directly impacts first-time fix rate, customer satisfaction, and operational efficiency. Low parts availability forces technicians to make multiple trips, delays job completion, and frustrates customers who expected same-day resolution. World-class field service organizations maintain parts availability rates above 95%, ensuring technicians arrive prepared for the vast majority of service calls.

Daily monitoring helps you balance inventory investment with service capability. Are certain parts consistently unavailable? Is inventory poorly distributed across technician vehicles? AI-powered platforms analyze historical service data to predict which parts technicians need for upcoming jobs, optimizing truck stock levels and reducing both stockouts and excess inventory. Fieldproxy's unlimited user pricing makes it affordable to give every technician and warehouse staff access to real-time inventory visibility.

8. Revenue Per Technician Per Day

Revenue per technician per day measures the average billable revenue generated by each field technician during their working hours. This metric combines elements of utilization, pricing effectiveness, and service mix to provide a comprehensive view of technician productivity from a financial perspective. Tracking this KPI daily helps you understand which technicians, service types, and customer segments drive the most value, enabling better resource allocation and strategic planning. Industry benchmarks vary widely by service type, but consistent tracking reveals trends and opportunities within your specific operation.

Increasing revenue per technician doesn't necessarily mean working longer hours or cutting corners—it often involves optimizing service mix, improving first-time fix rates, and identifying upsell opportunities. Daily visibility into this metric allows managers to coach technicians on value-based selling, adjust scheduling to prioritize high-value work, and ensure pricing accurately reflects the value delivered. Fieldproxy's AI-powered insights identify patterns that drive revenue performance and recommend specific actions to improve profitability.

9. Preventive Maintenance Completion Rate

Preventive maintenance completion rate tracks the percentage of scheduled preventive maintenance visits completed on time versus postponed or skipped. While reactive service often feels urgent, preventive maintenance drives long-term customer retention, equipment reliability, and recurring revenue. Organizations that excel at preventive maintenance completion maintain stronger customer relationships, reduce emergency service demands, and build more predictable revenue streams. Target completion rates should exceed 95% to maintain the integrity of your preventive maintenance program.

Daily tracking ensures preventive maintenance doesn't get perpetually bumped for reactive work. When emergency calls arise, it's tempting to reschedule preventive visits, but this creates a vicious cycle where equipment failures increase because preventive maintenance is neglected. Modern field service platforms help you balance reactive and preventive work through intelligent scheduling that protects preventive maintenance slots while accommodating urgent requests. This discipline pays dividends in reduced emergency calls and higher customer lifetime value.

Implementing Daily KPI Tracking in Your Organization

Successfully implementing daily KPI tracking requires the right technology foundation, clear processes, and organizational commitment. Manual tracking is time-consuming and error-prone, making it unsustainable for daily monitoring. Modern field service management platforms automatically collect and calculate these metrics, presenting them in intuitive dashboards that highlight trends and exceptions. The key is selecting software that captures data seamlessly as part of normal workflows rather than requiring additional administrative burden.

Start by establishing baseline measurements for each KPI, then set realistic improvement targets. Share these metrics transparently with your team, celebrating wins and collaboratively addressing challenges. Daily KPI review shouldn't be punitive—it's a tool for continuous improvement that benefits technicians, customers, and the organization. Schedule a demo with Fieldproxy to see how AI-powered field service management can transform your KPI tracking from a manual chore into an automated strategic advantage.