Fairchild Automotive Solutions says before KPI’s can be identified,certain requirements that must be met.

KPI’s are a critical factor in the service lane. Fairchild Automotive Solutions says before KPI’s can be identified, the following requirements must be met.

-Have a defined service drive process, clear goals for each advisor.

-An easy way to measure the KPI and consistency in reporting performance, and willingness from management to fix and amend inconsistencies in KPI’s and measuring them.

-The main customer pay metrics for improving service advisor retail performance includes repair orders written by advisors and the department as a whole.

-Additional service advisor retail KPI’s to consider include: techs flat rate hours produced, the number of appointments scheduled and that show, and the number of carryovers and open RO’s older than 10 days.

Source: Where performance is measured and reported, performance improves!