Contractor KPI Dashboard Explained: Operational Performance Metrics
🔧 First Fix
What it means: Percentage of work orders completed during the first visit (no follow-up work orders created).
Why it matters: Reflects efficiency and service quality—less disruption for your sites.
How it's calculated:
(Work orders with no follow-on work orders ÷ Total work orders) × 100
✔️ Fixed in SLA
What it means: Work orders completed within their contractual resolution timeframe.
Why it matters: Key indicator of contractor performance and SLA adherence.
How it's calculated:
(Work orders completed on time ÷ Work orders with SLA fix times) × 100
🚚 Attendance in SLA
What it means: Work orders where engineers arrived on-site within SLA-defined timeframes.
Why it matters: To determine whether engineers arrive to your site on time.
How it's calculated:
(Work orders attended on time ÷ Work orders with attendance SLAs) × 100
🕒 Response in SLA
What it means: Percentage of work orders acknowledged within the expected response window.
Why it matters: Measures promptness in work order acceptance and triage.
How it's calculated:
(Work orders responded to on time ÷ Work orders with response SLAs) × 100
✏️ Callout to Quote
What it means: How often initial work orders lead to a formal costed quote.
Why it matters: Indicates how many callouts result in a follow-on quote being required. This shows a proactive approach and could demonstrate how well contractors identify and escalate issues. It might also highlight those who don't fix during the first visit but instead often divert to a quote.
How it's calculated:
(Quoted work orders ÷ Total work orders) × 100
❌ Rejected Services
What it means: Share of contractor-submitted service requests that are rejected.
Why it matters: High accuracy = fewer rejections = smoother workflow.
How it's calculated:
(Rejected service requests ÷ All service requests sent) × 100
⏱️ Avg. Time: Assignment → Completion
What it means: Average time from when a work order is assigned to when it’s completed.
Why it matters: Highlights delivery delays or contractor performance issues.
How it's calculated:
Average of (Completion time - Assignment time)
⏳ Avg. Time per Work Order (Excl. Outliers)
What it means: Average engineer time per work order, excluding extremely short (<1 min) or long (>8 hrs) logs.
Why it matters: Provides a realistic view of actual working time.
How it's calculated:
Average of time logs between 1–480 mins
📱 System Usage
What it means: Measures whether the contractor used the Expansive platform during the work order.
Why it matters: Shows digital adoption and data accuracy.
How it's calculated:
(Work orders with system activity ÷ Total work orders) × 100
❓ Log Entries ≤ 1 Minute
What it means: Percentage of work orders with unusually short engineer logs.
Why it matters: Could highlight errors or misuse.
How it's calculated:
(Logs ≤ 1 min ÷ Work orders with logs) × 100
👤 Manual Intervention in Logs
What it means: Logs that were added or edited manually after the fact.
Why it matters: Tracks data reliability and real-time logging habits.
How it's calculated:
(Manually edited logs ÷ Total logs) × 100
👷 Engineer App Usage
What it means: Logs submitted via the engineer’s mobile app.
Why it matters: Indicates whether engineers are using the system in real-time.
How it's calculated:
(Engineer app logs ÷ Total logs) × 100
📄 Avg. Time to Submit Costs
What it means: Time between work order completion and submission of costs by the contractor.
Why it matters: Affects invoicing timelines and client approvals.
How it's calculated:
Average of (Costs submitted date - Completion date)
⏱️ Latency: End of Log → Work Order Completion
What it means: Time between when the engineer logs out and when the work order is marked complete.
Why it matters: Helps identify closure delays.
How it's calculated:
Average of (Completion time - Log end time)
🕒 Latency: End of Log → Log Updated
What it means: How long after the work ended the time log was edited or finalised.
Why it matters: Indicates admin delays or retrospective logging.
How it's calculated:
Average of (Log updated - Log end time)
🕒 Latency: Start of Log → Log Created
What it means: Time between when a work order started and when the log was entered.
Why it matters: Measures timeliness of engineer inputs.
How it's calculated:
Average of (Log creation time - Log start time)
