"He is a good technician" is not a measure. Technician KPIs turn it into numbers you can discuss, reward and improve. Here are the KPIs that matter for AC, RO, pest control, lift and other service teams, with formulas and examples.
Technician KPI examples
- Jobs completed per day: completed jobs divided by working days.
- First time fix rate: see below.
- Repeat call rate: jobs with a complaint on the same unit within 30 days, divided by jobs done.
- On-time arrival: visits started within the promised slot, divided by visits.
- Average customer rating: from post-visit feedback.
- Collections: cash and UPI collected against invoices, with no difference.
- Report completion: jobs with a complete job card and signature.
First time fix rate formula
First time fix rate = (jobs resolved on the first visit / total jobs) x 100. Example (illustrative): a technician closes 80 jobs in a month; 68 needed only one visit. First time fix rate = 68 / 80 x 100 = 85%. Low first time fix usually means missing parts in the van, weak diagnosis or poor training on a model.
How to use technician KPIs fairly
- Compare like with like: installation jobs take longer than services.
- Look at trends over three months, not one bad week.
- Share each technician's numbers with them privately; team averages publicly.
- Pair a speed KPI (jobs per day) with a quality KPI (repeat calls, rating), or speed wins and quality drops.
Monthly review
- Print the KPI sheet per technician.
- Discuss one strength and one thing to improve.
- Agree a target for next month.
- Use it in the technician performance review at year end.
Get KPIs from job records
KPIs built from memory start arguments. ServicePilot's technician performance report shows jobs completed and customer ratings per technician, from the jobs and feedback your team already records.
