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Service KPIs
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Number of Tickets Handled per Technician

Production Schedule Adherence

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Category:  
Operational

Tracks how many service tickets are closed by each technician within a set time frame.

What it Measures ?

How many tickets each tech handles.

Relevant StakeHolders 

Workforce Managers

Why it Matters ?

Tracks workload management of technicians.

In-depth Use Case / Real-world Example

For example, if a technician resolves 40 tickets in a month, that’s their productivity number. This KPI helps assess workload distribution, technician efficiency, and staffing needs. A consistently low number may indicate bottlenecks, excessive travel time, or skill mismatches. A high number with quality performance reflects high efficiency. Managers use this to balance workloads and optimize technician output without compromising service quality.

KPI Definition

Business Value

Movement Direction

Sample Formula

Total Tickets Handled / Number of Technicians

Should Aim For
1
2
3
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Service Order Accuracy Rate
Measures the percentage of service orders completed correctly without errors.
Customer Wait Time
Measures the average time a customer waits between logging a request and receiving the first service action.
Number of Open Tickets
Indicates the current volume of unresolved or pending service tickets in the system.
Service Workflow Efficiency
Measures how streamlined and effective the end-to-end service process is—from request to resolution.
Adherence to Preventive Maintenance Schedule
Tracks how consistently scheduled maintenance is performed on time as per plan.
Number of Repeat Service Calls
Measures how often the same issue requires multiple visits or follow-ups to fully resolve.
Field Technician Travel Time
Measures the average time technicians spend traveling to service locations.
Parts Inventory Accuracy
Evaluates the consistency between actual physical inventory of service parts and recorded inventory in the system.
Customer Follow-Up Rate
Measures the frequency of proactive follow-ups made with customers after service completion.
Number of Tickets Handled per Technician
Tracks how many service tickets are closed by each technician within a set time frame.
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