The Service Leader’s Guide to Workforce KPIs

The Service Leader’s Guide to Workforce KPIs

You can’t manage what you don’t measure. In today’s rapidly evolving service landscape, actionable insights are the key to strategic adaptation. But not every KPI or method of measurement is equal. To understand what really moves the needle for your organization’s service delivery, you first need to understand what the metrics really mean, what they don’t, and how to use that data to drive meaningful change. 

Why Workforce Measurement Matters Now

It’s the best way to create an action plan to mitigate today’s top service challenges, which range from a retirement wave and a skills gap to an industry shift towards an outcome-centric or predictive service model. To become the service organization of the future amid these challenges requires a team of high performers. And that requires that you map out your workforce to identify the experts, potential mentors, those who need a little bit of training, and those who need the most upskilling.

Don’t panic, your dream team is closer to reality than you think. Accurate measurement using all your service data — not just the stuff that’s easy to analyze — will create a comprehensive snapshot to guide change. 


5 KPIs Service Leaders Need to Measure

Track KPIs differently. Get deeper insights into every aspect of your service business. Download the eBook now.


Do the KPIs You Measure Provide the Right Insight?

Probably not. Most service organizations narrowly focus on single measurements such as productivity or first time fix rate, but nothing should be measured in a vacuum. Without zooming out for a 360-degree view, measuring in isolation often leads to systemic and costly service issues.

Instead of focusing solely on “what” to measure, it’s more important to ask “how” you are measuring. Do you have access to the right mix of information to understand performance at a macro level across the organization and on an individual level?

What KPIs Matter Most?

Working with industry-leading service organizations, our team drilled down to map out what works and what doesn’t. The most important KPIs for service include:

  • First Time Fix Rate
  • Mean Time to Resolution
  • Mean Time Between Failures
  • Service Cost Per Work Order
  • Net Promoter Score


The Aquant Workforce Performance Index Helps Create Service Superstars

Taking those KPIs into consideration, Aquant created The Workforce Performance Index. It factors in a wide range of metrics and provides a holistic view of each team member in relation to peers.

The Workforce Performance Index creates a baseline and makes it easy to see, at a glance, who excels at solving complex problems while also understanding who needs additional support or training.

Armed with this level of knowledge, service organizations can better distribute expert resources in the most effective way, develop actionable training plans, and track continuous progress. Together, these lead to better more effective service outcomes. 

Download The Service Leader’s Guide to Workforce KPIs for a step-by-step playbook detailing: 

  • The 5 service KPIs that matter most and how to measure them
  • How leveraging workforce insights the right way boosts tribal knowledge and busts the skills gap
  • Why measuring individual employee performance impacts the whole team
  • The benefits of the Aquant Workforce Performance Index