Service-Focused KPIs

• Response Time: Average time it takes to arrive at a client’s location after a service call, emergency dispatch, or alarm trigger. Faster response enhances safety.
• First Time Fix Rate: Percentage of service calls resolved on the first visit without needing follow-ups. High rates improve efficiency and customer satisfaction.
• Customer Satisfaction Surveys (CSAT): Track customer satisfaction with the quality of work, communication, reliability, etc.
• Net Promoter Score (NPS): Measures the likelihood of a customer recommending your services. Strong NPS reflects excellent service.
• Contract Renewal Rate: Percentage of maintenance and inspection contracts renewed annually.

Operational KPIs

• Inspection Compliance Rate: Percentage of scheduled inspections completed on time as mandated by regulations or contracts.
• Technician Utilization: Percentage of technician’s working hours spent on billable service tasks vs. travel, admin, etc. Higher utilization boosts productivity.
• Mean Time to Repair (MTTR): Average time to restore a system to working order after a failure or malfunction.
• Safety Incident Rate: Track accidents and injuries to promote a safe work environment for your team.
• Preventative Maintenance Effectiveness: Measure any reduction in emergency calls or system failures due to proactive maintenance.

Financial KPIs

• Revenue per Technician: Total revenue generated per technician over a defined period. Helps in understanding productivity and workforce efficiency.
• Profit Margin: Percentage of revenue remaining after all expenses are accounted for. Measures overall profitability.
• Average Contract Value: Average value of service contracts, both installation and maintenance agreements.
• Recurring Revenue: Percentage of revenue from ongoing service contracts (vs. one-off installations). Recurring revenue provides stability.

Project Management KPIs (for larger projects)

• On-Time Project Completion: Percentage of projects completed within the originally agreed upon schedule.
• On-Budget Project Completion: Percentage of projects completed within or under the original project budget.
• Change Orders: Value of change orders as a percentage of total contract value. Higher numbers might suggest initial planning issues.

Additional Considerations

• Equipment-Specific KPIs: Track reliability rates, maintenance frequency, and the lifetime cost of ownership for various types of fire protection equipment.
• Regulatory Compliance: Ensure your team is always up-to-date on and adhering to the latest fire codes and industry regulations