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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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  • Another way to think about this is separating leading indicators from lagging outcomes. Your first-time fix rate is a good example of something that predicts customer satisfaction and repeat business before those show up in your financials.

    At my previous company, we found that schedule adherence (techs arriving within the committed window) correlated more strongly with NPS than anything else we measured. We targeted 92% and generally saw customer retention improve when we stayed above 90%.

    One metric that often gets overlooked: dispatcher-to-tech ratio. At 14 technicians, you're likely at 1:14 or maybe 1:7 if you have two dispatchers. Industry best practice for complex dispatch is 1:8 to 1:12. Above that, you start seeing schedule quality degrade even if individual metrics look fine.

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  • Another way to think about this is separating leading indicators from lagging outcomes. Your first-time fix rate is a good example of something that predicts customer satisfaction and repeat business before those show up in your financials.

    At my previous company, we found that schedule adherence (techs arriving within the committed window) correlated more strongly with NPS than anything else we measured. We targeted 92% and generally saw customer retention improve when we stayed above 90%.

    One metric that often gets overlooked: dispatcher-to-tech ratio. At 14 technicians, you're likely at 1:14 or maybe 1:7 if you have two dispatchers. Industry best practice for complex dispatch is 1:8 to 1:12. Above that, you start seeing schedule quality degrade even if individual metrics look fine.

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