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Datawright Blog: Latest Industry Insights

First-Time Fix Rates: How Do You Compare To The Industry Standard?

Posted by Ian Jack

First-Time Fix Rate Industry Standards

In field service, an industry that is heavily focused on customer satisfaction, your first time fix rate is crucial. Put yourself in the customer’s position: when something goes wrong, they want it fixed straight away. They don’t want to put processes on hold, losing both time and money in the process, while an engineer attempts on multiple occasions to rectify the issue.

Naturally, there will be some occasions where engineers are unable to fix a problem on their first visit; it may be more complex than first thought or it could be a combination of problems that were not originally planned for. However, as a business, this doesn’t mean you can leave your first-time fix rate to chance. If you are to continue to grow your success, you’ll need to forward-plan and make first-time fix rates a key KPI for your business.

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Catagories: First-time Fix Rates, Field Service Business, Field Service Trends


Field Service KPIs: What’s Missing From Yours?

Posted by Barry Thompson

Field Service KPIs: What’s Missing From Yours?

The success of any business — be it in field service or not — rests upon staff performance. You can have the finest vehicles, machinery and equipment, but if staff performance is low, business growth and performance will naturally be stunted.

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Catagories: First-time Fix Rates, Field Service Business, Field Service Trends


5 critical KPIs for monitoring field service engineer performance

Posted by Lydia Duckitt

5 critical KPIs for monitoring field service engineer performance

For any field service business, its engineers are clearly a vital resource.

And most field service businesses, it’s fair to say, have KPIs in place for monitoring and measuring performance. But are they the right field service engineer performance KPIs?

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Catagories: First-time Fix Rates, Field Service Business, Field Service Trends


5 things your field service competitors can teach you about customer service

Posted by Nicola Mullen

5 things your field service competitors can teach you about customer service

What constitutes excellence in field service? Not what you might imagine, in short. Field service profitability? No. High levels of serviced asset uptime? No. Low cost of field service delivery? Again, no. In fact, as a recent report from analyst firm Aberdeen Group makes clear, it’s field service customer service.

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Catagories: First-time Fix Rates, Field Service Business, Customer Service, Field Service Trends


Start here: 3 ways to improve your first-time fix rate

Posted by Lydia Duckitt

3 ways to improve your first-time fix rate

How’s your first-time fix rate performance? If it’s less than 88%, then analyst firm Aberdeen Group has news for you: you’re not best in class. And perhaps rubbing salt in the wound, they suggest that if it’s less than 80%, you’re not even average.

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Catagories: First-time Fix Rates, Field Service Business, Field Service Trends


First-time fix rates help to drive customer satisfaction

Posted by Barry Thompson

First-time fix rates help to drive customer satisfaction

It’s an obvious core strategy to ensure that your customers are as happy as can be with both the service you offer, and, the products you deliver. You and your workforce know this, and will be targeted to ensure that the perception of the company is held in high regard.

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Catagories: First-time Fix Rates, Field Service Business, Customer Service