4 key field service metrics to track for maximum efficiency 

1. First-time fix rate (FTFR) 

What it measures: 

First-time fix rate (FTFR) is the percentage of service jobs successfully completed on the first visit—without requiring additional technician trips, extra parts, or follow-up work. 

Why it’s important: 

A high FTFR means technicians arrive prepared with the right tools, parts, and expertise to resolve issues efficiently. This improves customer satisfaction and reduces operational costs. A low FTFR leads to multiple service visits, increasing costs and frustrating customers. 

How to improve FTFR: 

• Accurate issue diagnosis: Use remote troubleshooting and pre-visit assessments to ensure technicians are dispatched with the right information. 

• Stocking the right parts: Implement inventory management tools to make sure technicians have quick access to commonly used parts. 

• Smart job assignment: Assign service calls based on technician expertise to reduce misdiagnoses and repeat visits. 

• Regular training: Keep technicians updated on the latest repair techniques and equipment to improve their problem-solving capabilities. 

2. Mean time to service (MTTS)

What it measures: 

Mean time to service (MTTS) is the average time it takes from when a service request is received to when a technician arrives at the customer’s location. 

Why it’s important: 

Customers expect quick response times, especially for urgent service requests. A shorter MTTS minimizes downtime for customers, improves their experience, and increases the likelihood of repeat business. 

How to reduce MTTS:

• Automated scheduling: Use AI-driven dispatching tools to assign technicians based on location, availability, and expertise. 

• Route optimization: Implement GPS-based routing to help technicians reach job sites faster and minimize travel delays. 

• Prioritization system: Instead of handling jobs on a first-come, first-served basis, set up a triage process to handle urgent service requests promptly while balancing routine jobs. 

• Customer communication: Provide real-time updates on technician arrival times to manage customer expectations. 

3. Mean time to repair (MTTR)

What it measures: 

Mean time to repair (MTTR) is the average time it takes to fully resolve a service issue—from the moment the technician arrives on-site to when the problem is fixed. 

Why it’s important: 

A lower MTTR means technicians are working efficiently, resolving issues quickly, and minimizing customer inconvenience. A high MTTR can indicate challenges such as a lack of proper tools, missing parts, or inefficient troubleshooting processes.

How to reduce MTTR: 

• Pre-visit troubleshooting: Encourage technicians to diagnose issues remotely before arriving to reduce repair time. 

• Technician training: Provide ongoing training on new technologies, repair methods, and troubleshooting techniques. 

• Equipment & knowledge readiness: Ensure technicians have access to the right tools and knowledge to complete jobs efficiently. 

• Remote support: Enable real-time collaboration between technicians and support teams to speed up issue resolution. 

4. Customer satisfaction score (CSAT) 

What it measures: 

Customer satisfaction score (CSAT) reflects how satisfied customers are with the service they received, typically measured through post-service surveys and feedback ratings. 

Why it’s important: 

Customer satisfaction is a key driver of repeat business and referrals. A low CSAT score often signals issues like long wait times, unresolved service problems, or poor technician communication. 

How to improve CSAT: 

• Proactive customer communication: Keep customers informed about appointment schedules, technician arrival times, and potential delays. 

• Post-service follow-ups: Send surveys or follow-up calls to ensure customers are satisfied with the service. 

• Empathy and professionalism: Train technicians in customer service skills to improve interactions and overall experience. 

• Collect and analyze feedback: Use customer insights to identify service gaps and implement improvements. 

Final thoughts 

Tracking and optimizing first-time fix rate (FTFR), mean time to service (MTTS), mean time to repair (MTTR), and customer satisfaction score (CSAT) is essential for improving efficiency and delivering high-quality field service. By leveraging technology, streamlining operations, and focusing on customer experience, service companies can reduce costs, improve response times, and build stronger customer relationships.