Measuring service quality: SLA compliance & callback rate
Speed isn't the whole story — two metrics on the Field Service overview tell you whether you're hitting your promises and getting jobs right the first time.
SLA compliance
SLA compliance is the share of finished jobs that were resolved within their promised deadline. The donut splits your completed jobs into on time and breached, with the compliance percentage in the middle.
Where the deadline comes from
When a work order is created, Roldesk sets a target resolution deadline automatically, based on the job's priority:
- Emergency / Critical — 4 hours
- High — 8 hours
- Medium — 24 hours
- Low — 72 hours
When the job is completed, Roldesk compares the actual finish time to that deadline. Finish in time and it counts as on time; finish late and it's a breach. You don't have to set anything — it's derived from the priority you already choose.
Reading it
A high compliance rate means you're reliably keeping your promises. If it's slipping, check whether a particular priority (usually High/Emergency) is the one being missed, and whether those jobs are getting dispatched fast enough.
Callback rate
The callback rate is the share of finished jobs that needed a repeat visit for the same customer within 30 days. It's the real-world inverse of first-time-fix: if you close jobs fast but keep having to go back, the speed isn't worth much.
How to read the colour bar
The tile shows a threshold bar with a marker where your rate sits:
- Healthy (green) — around 10% or lower
- Watch (amber) — roughly 10–20%
- High (red) — above 20%
A high callback rate points at quality problems: rushed diagnoses, missing parts forcing a second trip, or incomplete repairs. Lowering it usually means better first-visit parts stocking, clearer completion checklists, and not closing a job before it's truly done.
A note on sample size
Callback rate only shows once you have a few closed jobs to measure — below that, one repeat visit would swing the percentage wildly, so Roldesk shows "Not enough data yet" until the number is trustworthy.
Speed vs quality, together
Read these two alongside Mean Time to Repair. The goal isn't just fast (low MTTR) or just right (low callback) — it's both. A team that's fast and rarely goes back is the one running well.