Key Performance Indicators (KPIs) for Repair Work Orders

    Key Performance Indicators (KPIs) are a set of measurable values of work orders that are used to determine the performance quality of service providers. There are six Repair KPIs:

    Dispatch Confirmation

    Dispatch Confirmation measures the percentage of work orders (with an ETA of up to 48 hours or less) that service providers respond to within the below applicable hours:


    Compliant if responded within

    Up to 8 hours

    1 hour

    8-24 hours

    4 hours

    24-48 hours

    8 hours

    Dispatch Confirmation helps identify how quickly service providers respond to work orders that have high or medium business impact. Moreover, when service providers confirm the dispatch as expected, facility managers and locations can focus on other critical business operations.

    Check-in Compliance

    Check-in Compliance measures the percentage of completed work orders that have both a check-in and a check-out entry. Note that there should also be a minimum check-in duration (time between check in and check out) of 10 minutes onsite to be considered compliant for this KPI.

    Work orders that service providers have completed (marked as Completed by the provider) are considered for this KPI. The statuses could be Completed/Pending Confirmation, Completed/Confirmed, or Completed. Work orders that have the category of Invoice only are not considered for this KPI.

    Note: To get an accurate score for Check-in Compliance, we suggest you to filter out the trades or categories of work orders that do not require the service provider to be present at the location, for example, software management or waste removal.

    This KPI provides visibility in terms of response time and time spent on site, which in turn provides transparency for invoicing. Check-in compliance also eliminates the need to enter check-in entries through the Web, thereby reducing administrative workload.

    On-Time Arrival - Schedule Date

    On-Time Arrival - Schedule Date measures the percentage of work orders for which the service provider was on site before the original scheduled date and time, which is, in most cases, the date/time generated by the system based on the work order priority. Work orders with the category Invoice only are not considered for this KPI.

    This KPI is critical because it ensures minimum business losses due to facility management issues.

    Note: High scores for both On-Time Arrival - Schedule Date and First Time Completion indicates that service providers check in and complete a lot of work orders before Scheduled ETA. However, a high score for On-Time Arrival - Schedule Date and low score for First Time Completion may indicate an effort from the service providers to get a better score for On Time Arrival - Schedule Date, while actually taking longer to complete work orders.

    On-Time Arrival - Updated ETA

    On-Time Arrival - Updated ETA measures the percentage of on-time arrival for work orders with an updated ETA.

    This KPI covers scenarios such as:

    • The store manager requesting a service provider to come at a different time due to customer influx at the original time.
    • The service provider and client agreeing on a different date or time due to inclement weather.

    While this KPI helps accurately measure effective communication of service providers for rescheduled work orders, a high number of work orders with an updated ETA may indicate service providers habitually rescheduling work orders to a later date.

    First Time Completion

    First Time Completion measures the percentage of work orders that were fixed on the first visit. In addition, when you drill down this metric, you may see the number of visits the service provider made for each work order.

    Work orders during the day are compliant when completed with 1 check in and 1 check out on the same day. Overnight work orders are compliant when completed in 1 check in and 1 check out, both occurring within 24 hours. Work orders that include proposals are not considered for First Time Completion.

    First Time completion is preferred since a high number of recurring visits can increase costs, decrease service levels, and in the worst case scenario, have an impact on operations and sales.

    Note: To get an accurate score for First Time Completion, it is recommended to filter out the trades or categories that require multiple visits from service providers.

    Invoice Submission (within 30 days)

    Invoice Submission (within 30 days) measures the percentage of work orders with invoice submitted within 30 days of the work order being marked as Completed/Confirmed.

    Submitting invoices in a timely manner ensures prompt payment for service providers and better control over spending for clients.

    Viewing/Downloading Work Order Level Information for KPIs

    You may drill down the scores for KPIs to view/download information on work orders considered for the KPIs. From a drilled down report, you may also open and review work orders in Service Automation by clicking on the tracking numbers.

    Repair KPIs

    How To View/Download Work Order Information for KPIs

    1. Click a desired KPI score. Detailed information, including the tracking number, trade, category, priority, location, number of work orders, and the number of compliant work orders, appears in a pop-up window.

      Note: You may open desired work orders in Service Automation by clicking the tracking numbers.

    2. Click the Download_button.png button that appears next to the name of the report at the top of the pop-up window. The Download As drop-down appears in a pop-up.
    3. Open the Download As drop-down list, and select the desired format. Detailed information downloads to your device.

      Note: You may download work order details for a KPI in one of these formats: PDF (Portrait), PDF (Landscape), Excel (XSLX), CSV, or Raw Data (CSV).

    Sorting a Report

    You may sort a report (table) by any column header, such as tracking number, trade, category, priority, location, or number of compliant work orders. Sorting helps you focus on the desired criteria; for example, for the repair KPI First Time Completion, you may sort the list by Total Number of Visits made and review work orders with a high number of visits.

    How to Sort a Report

    1. Hover your mouse over the desired column header. A sort button Sort_icon.jpg appears.
    2. Click the sort button to arrange the report by that column header.

    Report Views

    You may view a drilled down report in the form of a table, line/bar graph, or pie chart by making the appropriate selection in the top-right.