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How are you measuring technician performance in FieldPulse?

Josh Mercer

I've been a field tech for 12 years and now help train our newer hires. Management keeps asking me "what does good look like" in FieldPulse so they can build some kind of performance dashboard. I have opinions, but I'm curious what metrics actually correlate with quality work vs. just looking busy.

Stuff I've seen people track that I'm skeptical about:

  • Jobs completed per day — incentivizes rushing
  • Average job duration — punishes thoroughness
  • Travel time — dispatch problem, not a tech problem

What I'm actually proud of:

  • Callback rate (we track this manually, wish FieldPulse did it better)
  • Customer notes mentioning me by name positively
  • Photos/documentation quality — I actually use the photo requirements feature and it's saved my butt on disputes

Pro tip: If you're evaluating techs, shadow them on a tough job. The numbers won't tell you who's actually solving problems vs. who's just fast.

Anyway — what are your ops teams actually looking at? And is anyone getting useful performance data out of FieldPulse reports, or are you exporting and building something custom?

Parents

  • Another way to think about this — we're moving away from individual metrics toward team-based KPIs. Individual measurement creates competition where you need collaboration, especially on complex installs. We're tracking first-time fix rate at the team level and using FieldPulse's work order tags to categorize job complexity. The data's rough but trending useful.

    We've also started correlating checklist completion depth with callback rates. Techs who skip steps in the mobile app — even on "simple" jobs — show up in our manual audit as 3x more likely to have a return visit within 30 days.

  • in reply to Nadia Petrov

    In my experience, managers love dashboards because they don't want to do the actual work of managing people. Checklist completion just means they clicked the boxes. I've seen guys rapid-fire through the whole thing in the parking lot.

  • in reply to Art Kowalczyk

    Fair point. We're addressing that with photo requirements at specific checkpoints — timestamped, geotagged, can't be pre-loaded. It's not perfect but the audit trail helps.

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