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Field Service KPIs for Charging Stations
Arlanis Reply presents the seven central Field Service KPIs for charging stations and explains how they can help optimize performance.
KPIs as success factor
Efficient field service management is critical for charging stations. A failure leads to revenue loss, damage to reputation, and can, in the worst case, result in contractual disputes. Key Performance Indicators (KPIs) play a central role in measuring performance, optimizing processes, reducing costs, and making strategic decisions.
The most important KPIs in detail
The following seven KPIs are among the most important indicators for the operation and maintenance of charging stations:
1. First-Time Fix Rate (FTFR)
Definition:
Percentage of orders resolved on the first visit
Meaning:
Reduces costs, increases customer satisfaction
Target value:
Industry-dependent, often over 80 percent
2. Mean Time to Repair (MTTR)
Definition:
Average time to resolve issues. Typically includes the time for troubleshooting, diagnosis, and problem-solving, but not administrative delays, travel time, or delivery times for replacement parts
Meaning:
Shows the efficiency of the repair processes
Target value:
As low as possible, depending on the complexity of the tasks
3. Response Time
Definition:
Time between customer request and start of repair
Meaning:
Critical for customer satisfaction and SLA compliance
Target value:
Industry-dependent, often under 24 hours for non-critical cases
4. Technician Utilization
Definition:
Ratio of productive time (repairs) to total working time
Meaning:
Shows efficiency of resource use
Target value:
Typically 70-80 percent
5. Average order processing time
Definition:
The time required to complete an order from start to finish
Meaning:
Influences productivity and customer satisfaction
Target value:
Depending on the type of order, the trend towards reduction is important
6. Compliance with Service Level Agreements (SLAs)
Definition:
Percentage of SLA commitments met
Meaning:
Critical for contract fulfillment and customer retention
Target value:
As close to 100 percent as possible
Advanced KPIs for profit-oriented Field Service
If the Field Service has a profit component, additional KPIs are relevant:
Contract Attach Rate
measures the share of service contracts in total sales.
Leakages (Service Losses)
identify unbilled services.
Upsell and Cross-Sell Rates
show the success in upselling.
Also customer-centric metrics like CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) play a role.
However, your value should not be solely attributed to Field Service, as many factors have an influence.
KPIs in Practice
Various technologies and tools are used for collecting KPI data:
A consistent data collection and clearly defined KPIs are crucial to avoid misunderstandings and distortions.
Implementation and continuous optimization
The right KPIs in Field Service Management increase efficiency, customer satisfaction, and profitability. An early introduction of these metrics aligns Field Service with strategic business goals. Clear alignment and modern technologies strengthen competitiveness.
Arlanis Reply supports structured KPI implementation: We select relevant metrics, collect baseline values, and integrate them into existing systems such as FSM software or dashboards. Training on the application of the KPIs is also included.
As a Salesforce partner, Arlanis Reply offers tailored solutions for your system landscape with the highest data quality and transparency. In the long term, we support you in data analysis, trend detection, and the implementation of targeted measures – such as technician training or investments in IoT and predictive maintenance technologies.
This is how you sustainably improve your results and market position.
Arlanis Reply specializes in consulting, planning, development, and integration of Salesforce solutions and services. Arlanis Reply provides market leaders with seamlessly integrated solutions for all customer-related processes in sales, marketing, and service – from the first contact to long-term service business. Arlanis Reply configures all common Salesforce components such as Sales Cloud, Service Cloud, Community Cloud, Marketing Cloud, or App Cloud, or supplements with custom programming using Heroku as needed. With Mulesoft, Arlanis Reply offers an integration technology that enables the development, creation, analysis, management, and monitoring of APIs and custom point-to-point integrations. In doing so, Arlanis Reply relies on agile project management methods and a project approach optimized for the implementation of Salesforce, ensuring maximum flexibility.