On-Time Arrival Rate
The percentage of appointments where the technician arrived within the scheduled window.
Technician
Unit: percent
Higher is better
About This Metric
A key customer satisfaction driver. On-time performance depends on route optimization, accurate job duration estimates, and traffic conditions.
Formula
(On-Time Arrivals / Total Appointments) x 100Data Sources
- diamond-appointments
timeScheduledtimeInstatus
Caveats & Limitations
- •Window tolerance typically set at 15-30 minutes
- •Does not account for customer-requested reschedules
Tags
#punctuality
#customer satisfaction
#scheduling
Calculation Source
Real-time (Cosmos DB)