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What KPIs do you track for your field operations? What does 'good' look like?

Brandon Okafor

My team is at the point where we need to get serious about performance measurement. Right now we're tracking basic stuff — jobs completed, revenue per tech, first-time fix rate — but I don't have a clear picture of what "good" actually looks like in this industry.

What KPIs are you actually using? Not the ones you think you should track, but the ones that drive decisions in your weekly ops meetings. And what are your targets? I need something concrete to benchmark against.

For context: 14 technicians, HVAC and light commercial electrical, mostly service calls with some installation work.

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  • We tried tracking 12 KPIs. Nobody looked at them. Now we have 3 on a dashboard in the break room and people actually care.

    First-time fix, utilization, customer rating. That's it. Targets are 80%, 65%, 4.5 stars.

    My advice: pick fewer than you think you need. You can always add more.

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  • We tried tracking 12 KPIs. Nobody looked at them. Now we have 3 on a dashboard in the break room and people actually care.

    First-time fix, utilization, customer rating. That's it. Targets are 80%, 65%, 4.5 stars.

    My advice: pick fewer than you think you need. You can always add more.

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