Field Technicians

Key Metrics to Evaluate AC Technician Productivity & First-Time Fix Rates

Published on 2026-05-30 · 5 min read · By ACServiceOS Team

You cannot improve what you do not measure. Evaluating field technicians solely on subjective gut-feeling causes favoritism and disengagement. Here are the 5 quantitative KPIs top service centers track.

Management analytics dashboard displaying technician completion rates and customer feedback

1. First-Time Fix Rate (FTFR)

Measures the percentage of service jobs resolved on the initial visit without needing a recall within 30 days. High-performing technicians maintain an FTFR of 88-95%.

2. Average Jobs Completed Per Working Day

Tracks daily throughput. A healthy benchmark in urban Indian conditions is 4-5 routine wet services or 2-3 complex compressor/inverter repair jobs per technician daily.

3. Repeat Complaint Ratio

The percentage of a technician's jobs that result in a callback. A ratio above 8% indicates rushed work, poor vacuuming, or inadequate diagnostic skills requiring training.

4. Cash and UPI Collection Reconciliation Speed

Tracks how quickly field collections are recorded and remitted to the office accounts ledger.

5. Generating Performance Reports in ACServiceOS

Pull historical job reports by technician to review completed jobs, pending calls, and attendance records before conducting performance appraisals.

Related Software Workflows

Official Indian Industry & Regulatory References