AV Support KPIs for London Businesses: Five Numbers to Ask For

The AV support KPIs a London business should ask for are first visit fix rate, the share of visits that met the agreed response level, faults broken down by brand and type, repeat faults, and time on site shown apart from travel. Together they turn "the support seems fine" into figures you can take to a budget meeting, provided every number can be traced back to a ticket.

Ask most office managers how their AV support is performing and you will hear about the last call out. That is a memory, not a measure. When a new finance director asks why the support contract costs what it does, or a landlord asks why a meeting floor keeps losing rooms, you need numbers. These five cover almost everything worth knowing.

Five AV support KPIs and what they reveal

First visit fix rate

How many faults were fixed on the first visit, as a percentage of all completed call outs. IBM's guide to first time fix rate links low figures to skill gaps, poor communication between the office and the engineer, incomplete documentation and missing parts. In AV the same causes apply, which makes this the best single measure of how well your support is organised. Our first visit fix rate guide goes further.

Response level met

Of the visits due within the agreed response time, how many arrived in time? Express it as a percentage and split it by site. In London, building access often decides this as much as the engineer does, so look at whether late visits cluster at one address.

Faults by brand and type

Sort every call out by the manufacturer and the kind of fault. If one brand of video conferencing kit or one model of display generates most of the work, that is useful the next time you buy equipment.

Repeat faults

The same fault on the same equipment and firmware, coming back. A repeat means the cause was never found. Ending repeats is usually the fastest way to cut support costs.

Time on site, with travel shown apart

Time should be counted from arrival, and travel listed separately. It shows what the repairs actually took, and it makes invoices easy to check.

A monthly AV support KPI report on one page

When every fault is a ticket in the client portal, the report is built from the same records engineers work from, so there is no second set of figures to argue about.

Common mistakes when reading AV support KPIs

Numbers can mislead as easily as they inform. Watch for these when the first reports arrive:

• Judging a small site on one month. An office with three call outs can swing from perfect to poor on a single awkward fault. Look at a rolling three month view.
• Counting every visit as a failure. A planned second visit to fit an ordered part is not the same as an engineer who had to come back because the first diagnosis was wrong. Tickets should show which is which.
• Ignoring the cause of late arrivals. If response levels are missed because a building would not let contractors in before ten, the fix is a pre booked slot, not a faster van.
• Chasing speed over quality. A rushed repair that fails a week later improves response figures and worsens repeat faults. The five KPIs are designed to be read together for this reason.

Reading the figures with these in mind keeps the monthly review constructive rather than defensive. It also helps you explain the numbers to colleagues who only see the headline figure, such as a finance team comparing support costs across several London offices.

Setting targets that are fair to both sides

1. Measure first. Log three months of call outs with site, equipment, brand and fault type before agreeing any target.
2. Agree response levels room by room. A client facing boardroom in the City needs a faster response than a quiet meeting pod.
3. Improve one thing at a time. Pick the repeat fault or the slow site that hurts most.
4. Review each quarter. Move the target when the trend has moved, not after one good month.

Turning AV support KPIs into decisions

The figures earn their keep when they change what you do. A room with high support costs and old equipment may be cheaper to refresh than to keep repairing; our commercial quote builder gives a quick budget for a new Teams Room in London. A brand with many faults may not be on the next order. A site that keeps missing its response level may need its access arrangements written down properly. And rooms that cannot fail at all may justify planned checks through 1Install Care.

Questions we are often asked

Which AV support KPI matters most?

First visit fix rate, because it reflects preparation, records and parts all at once. But read it alongside the other four.

Can the KPIs be split by office?

Yes. Every figure can be shown by site, brand and fault type.

How often should we review them?

A monthly report and a short quarterly review suits most businesses.

Do we need special software to get these numbers?

No. If every call out is logged as a ticket with the right details, the report comes from records that already exist.

What if our current provider cannot report KPIs?

Start logging faults yourself with the site, equipment, brand and fault type. Within a few months you will have your own baseline.

To see a sample AV support KPI report for your London sites, Book a consultation or call our head office on 01344 937999 (London office 0208 064 0196).