Table of contents:
In previous blogs, we’ve looked at general HVAC/home service KPIs, and ones specific to sales, marketing, and SLM (service level management) within HVAC/home service. Today, we’ll take a look at eight of the most common HVAC/home service CS KPIs that are perfect for tracking on data dashboards. Without further ado, let’s dive in!
1. Net Promoter Score (NPS)
What is it?
Net Promoter Score measures how likely your customers are to recommend your services to others. It’s measured on a scale of 0-10: 0-6 are detractors, 7-8 are passives, and 9-10 are promoters. You'll then subtract the percentage of detractors from that of promoters, leaving a score between -100 and +100.
Why is it important?
NPS provides a deeper measure of customer satisfaction than other KPIs like CSAT, because it asks customers how likely they are to recommend your services, rather than simply expressing a moment of satisfaction with them.
A high NPS is also linked to more revenue. It’s also linked to a lower Customer Acquisition Cost. Why? Because word-of-mouth referrals from promoters to potential new customers are entirely free!
2. Average Resolution Time
What is it?
Average Resolution Time (ART) is the average length of time it takes your CS team to resolve customer complaints. It’s measured from the moment a customer submits a complaint to the moment the issue is resolved.
Why is it important?
A low ART means customers don’t have to wait as long for their issues to be resolved, leaving them happier. Keeping your ART low means you can address more customer complaints too.
3. Call Wait Time
What is it?
Call Wait Time measures how long a customer spends waiting for their concern to be addressed via phone. It’s measured from the moment a customer places the call until the moment an agent reaches out.
Why is it important?
Similar to Average Resolution Time, keeping a short Call Wait Time ensures your customers remain happy, and your agents can attend to more customers waiting in line.
4. Technician Cleanliness Score
What is it?
Technician Cleanliness Score is an objective measure of how thoroughly a technician complies with cleanliness and hygiene standards. The score is based on audits and visual inspection, and even ATP (adenosine triphosphate) testing that determines the amount of organic matter left on surfaces.
Why is it important?
Out of all the KPIs on the list, Technician Cleanliness Score might just be the most important, because it’s both objective and has real health and safety consequences if not kept up. A high score also indicates your equipment is in good working order, and that your customers are likely to trust you.
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5. First Contact Resolution (FCR)
What is it?
First Contact Resolution measures the percentage of customer issues that were resolved on the first go. In other words, there was no need for follow-up after the first customer contact.
Why is it important?
Being able to successfully solve customer issues on the first try indicates a high degree of professionalism, leading to increased satisfaction among your customers. With less time spent escalating customer complaints, your CS agents can also address all requests more easily.
6. Customer Complaint Rate
What is it?
The Customer Complaint Rate measures the amount of customer complaints over a period.
Why is it important?
In short: Customer Complaint Rate is a quality control barometer. Knowing the amount and type of customer complaints will allow you to more effectively address them. Doing so will also promote higher customer satisfaction and trust in your company.
7. Scheduled vs. Actual Arrival Time
What is it?
Scheduled vs. Actual Arrival Time indicates the discrepancy between when a technician or vehicle was supposed to arrive, and when it actually arrived.
Why is it important?
Technicians not arriving on time is a massive source of frustration for customers, and will crater your NPS if not looked after. So keeping tabs on this KPI encourages technician professionalism, customer satisfaction, and more accurate planning.
8. Number of Positive Online Reviews
What is it?
The Number of Positive Online Reviews is pretty self-explanatory: how popular are you online? Four stars and up on Google Reviews, Yelp, or trades-specific review sites such as Angi or Houzz is generally considered positive.
Why is it important?
You can think of this KPI as another version of NPS. The more customers you have singing your praise online, the less work you need to do to attract them! While not everything, chasing a higher review average is a great way to increase both your quantity of customers and the quality of your work.
The Plecto difference
The KPIs listed above are some of the best ways for your home service CS team to track their performance. Placed up on a real-time dashboard, you’ll make these insights actionable and realizable for your team, so they can start hitting their goals and driving customer success!
If you want immediate access to these insights, you can’t go wrong with Plecto’s dashboard capabilities. Plecto has the added benefit of sorting through ServiceTitan data, so you and your team can get the most out of it. Check out the stories of some of our home service/HVAC customers below, and sign up here for a free 14-day trial!
JAMES NIILER
Content Specialist
An in-house content writer and specialist at Plecto, James brings an academic touch and journalistic flair to his marketing copy. Having worked and studied on both sides of the Atlantic, James is a great believer in the importance of communicating across cultures and industries. Catch his work here on the Plecto blog, or as a guest contributor on other B2B websites.
