Mihir Joshi

Service organizations have long relied on efficiency metrics like FTF, MTTR, and Uptime, but these no longer capture what customers truly value. Expectations have evolved: today’s customers look for outcomes that deliver business impact, experiences that build lasting trust, and capabilities that ensure consistent, future-ready service. The next frontier of service KPIs reframes success across three pillars: outcome, experience, and capability. By moving beyond efficiency alone, organizations can bridge the gap between internal performance and external expectations, strengthen customer relationships, unlock new revenue opportunities, and future-proof their service models in a rapidly changing landscape.

Most manufacturers still focus on KPIs like mean time to repair (MTTR), first-time fix rates (FTF), or service response times. While these are useful, they miss the bigger picture: what customers actually care about is whether their assets are running. Uptime, not internal efficiency, is the metric that defines value.