Five AV support KPIs tell you whether your break fix provider is performing: first visit fix rate, response level met, call outs by brand and fault type, repeat faults, and time on site with driving shown separately. Any serious provider in Ireland should be able to report all five every month, by site and by brand, with each figure traceable to a ticket.
Most businesses judge their AV support by feel. The last visit went fine, so the service must be good. That works until a busy month, a new site or a change of facilities manager, when nobody can say with evidence whether support is getting better or worse. Five measures give you a far clearer picture.
The five AV support KPIs
| KPI | What it measures | What it tells you |
|---|---|---|
| First visit fix rate | Call outs resolved on the first visit | How well prepared engineers are, and how good the records are |
| Response level met | Visits on site within the agreed response time | Whether the cover you pay for is the cover you get |
| Call outs by brand and fault type | Where faults come from | Which equipment is costing you most |
| Repeat faults | The same fault returning on the same equipment | Problems not fixed at source |
| Time on site and driving time | Hours spent working, separate from travel | What you really pay for, and where efficiency can improve |
1. First visit fix rate
The share of call outs resolved on the first visit. It is the single best sign of a well prepared engineer and a well documented service. IBM's explanation of first time fix rate gives the usual formula: jobs completed on the first visit divided by all jobs completed, multiplied by 100. A low rate means repeat visits, repeat disruption and repeat cost. We cover it in more depth in our guide to why first visit fix rate matters.
2. Response level met
When your agreed response is next business day, how often was the engineer actually on site in time? Aim for a figure you can state as a percentage, not a feeling. Count it per site, because a strong national average can hide one location that is always late.
3. Call outs by brand and fault type
Patterns show up quickly once faults are categorised. If one brand accounts for half your call outs, that is a procurement conversation, not a support one. The same goes for fault types: many call outs for the same issue in Teams Rooms usually point to firmware or configuration rather than broken hardware.
4. Repeat faults
The same fault, on the same brand and the same firmware, appearing more than once. Repeats point to a cause that has not been fixed at source, and they are where the biggest savings sit. A good provider brings these to you before you notice them.
5. Time on site and driving time
Time on site should be counted from arrival, with driving shown separately, so you can see what you are really paying for and where efficiency can improve. For businesses with sites in several counties, this is often where the clearest savings appear.
What a good AV support KPI report looks like
A good monthly view shows these five measures on one page, by site and by brand, with the call outs listed underneath so any figure can be traced back to a ticket. It should answer three questions in under a minute:
- Did we get the response we agreed, at every site?
- Which rooms, brands and faults caused the most call outs?
- Is anything repeating, and what is being done about it?
Because every call out is a ticket in the client portal, the report is built from the same records the engineers use, not from a separate spreadsheet.
How to use the numbers
KPIs are only useful if they lead to decisions. Review them monthly with your provider. Look at trends rather than single months, since one difficult fault can skew a small site. Use repeat faults to plan upgrades, and use call outs by brand when you next buy equipment. If a room is costing more in support than it would cost to refresh, the numbers will show it, and our commercial quote builder gives a quick budget for a replacement.
Setting AV support KPI targets with your provider
Targets work best when both sides agree them at the start, using a few months of real figures rather than guesses. A sensible approach:
- Record a baseline. Log every call out for three months with the site, equipment, brand and fault type before setting any targets.
- Agree the response levels per site. A head office boardroom may need next business day; a quiet regional office may be fine at next business day plus one.
- Pick one improvement at a time. Raising first visit fix rate or cutting one repeat fault is easier to manage than chasing all five measures at once.
- Review the trend each quarter. Move targets only when the numbers show a steady change.
This keeps the conversation about evidence, which is fairer to your provider and far more useful to you.
Questions we are often asked
What is a good first visit fix rate?
It depends on the equipment mix, but a rate that improves month on month is the right signal.
Can I see the AV support KPIs for each site?
Yes. Reporting can be split by site, brand and fault type.
How often should KPIs be reported?
Monthly works for most businesses, with a short review meeting each quarter to agree what to change.
Do AV support KPIs cost extra?
They should not. If every call out is logged as a ticket, the report comes from records that already exist.
Why separate driving time from time on site?
So you can see the hours spent fixing your equipment, and judge travel costs on their own when sites are spread across the country.
Ask for a sample AV support KPI dashboard: Book a consultation or call Dublin on 01 906 9326 or Cork on 021 202 8107.
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