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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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  • Thanks for starting this conversation, Brandon! We want to make sure you're set up for success here.

    For teams getting started with formal KPI tracking, we've put together a framework that maps common metrics to operational goals. You might find Technician Performance Reports helpful for understanding what's available out of the box, and Overview of FieldPulse Reports walks through how to configure custom views for your specific metrics.

    I'd also be curious — are you planning to share these numbers with your technicians directly, or keep them manager-facing initially? We've seen both approaches work, and I'm happy to share what we've learned from other customers who've gone through this transition.

    Feel free to reach out if you'd like to connect on your specific setup!

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  • Thanks for starting this conversation, Brandon! We want to make sure you're set up for success here.

    For teams getting started with formal KPI tracking, we've put together a framework that maps common metrics to operational goals. You might find Technician Performance Reports helpful for understanding what's available out of the box, and Overview of FieldPulse Reports walks through how to configure custom views for your specific metrics.

    I'd also be curious — are you planning to share these numbers with your technicians directly, or keep them manager-facing initially? We've seen both approaches work, and I'm happy to share what we've learned from other customers who've gone through this transition.

    Feel free to reach out if you'd like to connect on your specific setup!

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