Track and analyze key repair service metrics including repair volumes, completion rates, customer satisfaction, and technician productivity to optimize service delivery and customer experience while maintaining operational efficiency.
Report Objective
Monitor and evaluate the electronics repair service performance across all locations, focusing on service quality, efficiency, and customer satisfaction. The analysis aims to identify operational bottlenecks, optimize resource allocation, and improve service delivery while maintaining high customer satisfaction levels.
Repair Volume and Completion Metrics
Line chart showing weekly repair volumes and completion rates
Questions to Consider:
How does the current quarter's repair volume compare to previous quarters?
What is the trend in repair completion rates?
Are there specific device categories showing significant volume changes?
How do repair volumes vary by location and device type?
What are the week-over-week volume changes?
Are there any seasonal patterns in repair demand?
How do current volumes compare to capacity?
How stable are completion rates week-over-week?
What factors impact completion rate fluctuations?
Are completion rates meeting target levels?
Service Quality and Customer Satisfaction
Bar chart displaying customer satisfaction scores and first-time fix rates
Questions to Consider:
What is the overall trend in customer satisfaction scores?
How do first-time fix rates vary across device types?
Are there correlations between repair duration and satisfaction?
Which repair types have the highest customer satisfaction?
Which device categories have the highest satisfaction?
Are there categories requiring improvement?
How do scores compare to industry benchmarks?
Which categories have the highest first-time fix rates?
Are there common reasons for repeat repairs?
How can first-time fix rates be improved?
Technician Productivity and Efficiency
Table showing key productivity metrics by technician and repair type
Questions to Consider:
How does technician productivity vary across different repair types?
What is the average repair time by device category?
Are there specific repair types that consistently take longer?
How does technician utilization impact repair turnaround time?
repair_type
avg_repair_time
repairs_per_day
Screen Repair
1.8
8.8
Battery Replacement
1.2
8.6
Hardware Upgrade
0.7
5.2
Water Damage
2.8
8.6
Screen Repair
1.6
9.2
Battery Replacement
0.7
7.2
Hardware Upgrade
1.5
3.8
Water Damage
0.5
3.9
Screen Repair
2.2
9.9
Battery Replacement
0.9
8.8
Which repair types are most efficient?
How does repair complexity impact productivity?
Are there opportunities for efficiency improvements?