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?
