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How are you measuring technician performance in FieldPulse?

Josh Mercer

I've been a field tech for 12 years and now help train our newer hires. Management keeps asking me "what does good look like" in FieldPulse so they can build some kind of performance dashboard. I have opinions, but I'm curious what metrics actually correlate with quality work vs. just looking busy.

Stuff I've seen people track that I'm skeptical about:

  • Jobs completed per day — incentivizes rushing
  • Average job duration — punishes thoroughness
  • Travel time — dispatch problem, not a tech problem

What I'm actually proud of:

  • Callback rate (we track this manually, wish FieldPulse did it better)
  • Customer notes mentioning me by name positively
  • Photos/documentation quality — I actually use the photo requirements feature and it's saved my butt on disputes

Pro tip: If you're evaluating techs, shadow them on a tough job. The numbers won't tell you who's actually solving problems vs. who's just fast.

Anyway — what are your ops teams actually looking at? And is anyone getting useful performance data out of FieldPulse reports, or are you exporting and building something custom?

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  • We want to make sure you're set up for success with these conversations! A few of you mentioned needing better callback tracking — we're gathering feedback on how teams currently handle this in this thread about warranty tracking if you want to share specifics.

    Also worth noting: the Technician Performance report under Analytics > Reports > Operations has been updated in 3.2 to include completion rate alongside customer rating. It's not the full picture you're describing, but it's a starting point for the dashboard conversation.

    Happy to connect anyone interested with our customer success team to review your current export process — sometimes we can suggest filters or scheduled reports that reduce the manual work.

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  • We want to make sure you're set up for success with these conversations! A few of you mentioned needing better callback tracking — we're gathering feedback on how teams currently handle this in this thread about warranty tracking if you want to share specifics.

    Also worth noting: the Technician Performance report under Analytics > Reports > Operations has been updated in 3.2 to include completion rate alongside customer rating. It's not the full picture you're describing, but it's a starting point for the dashboard conversation.

    Happy to connect anyone interested with our customer success team to review your current export process — sometimes we can suggest filters or scheduled reports that reduce the manual work.

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