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Field Service Client Scorecard

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#1   Posted: 5 Feb 2008 13:24

I've recently been tasked to develop a scorecard to present to clients. I am running into issues coming up with statistics to present to them. We are a field service organization and have essentially client time and training evaluation scores as the only objective data we can measure for the client. Are any of you in a field service organization and provide data to your clients? What do you report on for them that they find valuable?

#2   Posted: 8 Feb 2008 05:12

I keep coming back to your post, reading it and trying to ascertain if I understand the scope of what you are trying to do. And I keep coming back to the same question: What do your customers want you to measure?

FWIW, I think I would start there. I'd poll a number of customers and ask them what kind of data they would like to receive. I think that's where you're going to find value.


#3   Posted: 12 Feb 2008 19:39

I think what we are seeing in the original post is an indication that the organization wants to be able to devise its own way of reporting on activities in the field and not depend on the client to figure out what needs to be looked at. Clients often don't know how to do this and organizations are in a position to demonstrate to clients that this or that is the way to look at an activity, and here is how to measure the success.

Apparently this client would value not having to invest a lot of time in what this organization is doing in the field for them. And the client most likely doesn't have the time to figure out how to minimize some kind of pain out in the field.

So, I would say the organization wants to put these metrics in place:

-client time spent per field unit that is serviced
-organization timer spent by field unit
-products or services sold for client
-product or servcies supported on behalf of client
-key training rubrics covered by visit or unit
-number of client visits
-date parameters
-dollars by the organization (billing to client)
-training satisfaction scores data per visit


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