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KPI & metrics glossary

Plain-language definitions for the field service KPIs commercial contractors track — linked to the reports and dashboards Thermal ships.

Mean time to failure

Read

Mean time to repair

Read

Schedule adherence

Read

Wrench time

Read

Windshield time

Read

Field service metrics

Read

Field service KPIs

Read

Mean time to acknowledge

Read

First call resolution rate

Read

First-time fix rate

Read

Planned maintenance percentage

Read

Technician utilization

Read

Labor utilization

Read

Callback rate

Read

PM completion rate

Read

PM compliance rate

Read

Work order backlog

Read

Dispatch efficiency

Read

Time to invoice

Read

Days sales outstanding (DSO)

Read

Service level agreement (SLA)

Read

SLA compliance rate

Read

On-time arrival rate

Read

Agreement renewal rate

Read

Maintenance contract margin

Read

Gross margin per job

Read

Technician productivity metrics

Read