Tracks the time taken for a technician to begin addressing a service request after it’s assigned.

What it Measures ?

How quickly technicians respond.

Relevant StakeHolders 

Field Service Leads

In-depth Use Case / Real-world Example

Suppose a machine breaks down at 10:00 AM, and the technician arrives at 12:00 PM. That’s a 2-hour response time. Long response times can mean extended downtimes and loss of productivity. Keeping this duration short improves machine availability. Factors influencing response time include technician availability, travel distance, and dispatch processes. Tracking this metric pushes teams to optimize routing, staff planning, and escalation protocols for urgent issues.