Service Request Management – North America – Insourced


PDF Benchmarking Report SAMPLE
Excel Benchmarking Data File SAMPLE


Report Number:

Number of data records in report:

Number of KPIs in report:

Report Production Date:
July 2023

United States Dollars $

Cost Metrics
Cost per Ticket

Productivity Metrics
Technician Utilization
Service Requests per Technician per Month
Technicians as a % of Total Headcount

Service Level Metrics
Mean Time to Respond to Service Requests (minutes)
Mean Time to Fulfill Service Requests (days)

Quality Metrics
Customer Satisfaction
Average Age of Open Service Requests (days)
Ticket Quality

Technician Metrics
Annual Technician Turnover
Daily Technician Absenteeism
New Technician Training Hours
Annual Technician Training Hours
Technician Tenure (months)
Technician Job Satisfaction

Workload Metrics
Average Daily Service Request Volume
Average Number of Open Service Requests
Average Days of Open Service Requests
Average Service Request Work Time (minutes)
Average Travel Time per Service Request (minutes)
Service Requests per User per Month

Additional information

PDF Report - $2,999

No, Yes

Excel Data File - $2,999

No, Yes

MetricNet Presentation of Benchmarking Results - $499

No, Yes

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