8 KPIs for Security Guards You Need To Track

Do you ever feel like you're running a tight ship at your security company, but just can't quite pinpoint how to take things to the next level?

You provide excellent service, but there's a nagging sense that there could be more efficiency — a way to elevate your offerings and truly stand out from the competition.

The answer could lie in using key performance indicators (KPIs).

When applied strategically to your security operations, KPIs for security guards can be a game-changer. They provide the insights you need to optimize your services and ensure the highest standards.

Here’s some security guard KPIs that will help you unlock the next level of growth for your business.

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The importance of KPIs in security management

KPIs are basically measurable benchmarks that tell you how well your team and operations are performing. Think of them as data-driven scorecards for your security team.

By tracking the right KPIs, you gain a clear picture of your strengths and weaknesses. You see areas where your guards are excelling and identify spots that need improvement. This lets you fine-tune your operations, tighten security measures, and, ultimately, keep your clients happy.

In short, KPIs are like a roadmap to success. They help you:
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Optimize operations: By tracking things like patrol completion rates and response times, you can ensure your security guards are covering all the ground they need to and reacting quickly to incidents. This helps you streamline your service delivery and get the most out of your team.
Enhance security: KPIs help you identify areas where security might be slipping. This allows you to address any gaps and ensure your clients are truly protected.
Improve client satisfaction: Happy clients are loyal clients. Tracking KPIs like client satisfaction scores and report accuracy lets you see how your services are perceived. This feedback loop allows you to continuously improve and deliver the kind of top-notch security your clients deserve.

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Top 8 KPIs for security guards

Attendance
Overtime management
Incident response time
Incident resolution time
Tour completion rate
Training completion rate
Client satisfaction scores
Compliance rate with protocols

Let’s dive in.

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1. Attendance reliability

This KPI tracks the punctuality and overall presence of your security guards at their assigned posts. In short, it measures how dependable your team is in showing up and staying on the job.

Reliable attendance is vital for maintaining consistent security coverage and building trust with your clients.

Why attendance matters: By tracking attendance reliability, you can identify any patterns of missed shifts or tardiness. This allows you to address potential scheduling issues, hold guards accountable, and ensure your clients have peace of mind knowing their security team is always there when needed.

Examples of KPIs for attendance reliability:
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Average daily attendance rate: This is a basic metric showing the overall percentage of guards who are present for their scheduled shifts on a daily basis (e.g., 98% daily attendance rate).
On-time arrival rate: This KPI focuses solely on punctuality, calculating the percentage of guards who clock in or arrive at their posts on time for their shifts (e.g., 90% on-time arrival rate).
Missed shift rate: This metric flips the perspective, measuring the percentage of scheduled shifts that are missed entirely by guards (e.g., 2% missed shift rate). Analyze reasons for missed shifts to identify potential scheduling conflicts or personal issues.
Call-off rate: Track the percentage of absences that were not pre-approved by management. This helps identify potential misuse of sick leave or other forms of leave (e.g., 1% unauthorized absence rate).

2. Overtime management

This KPI focuses on tracking and minimizing unnecessary unbilled overtime, especially for shared security services. The goal is to keep a watchful eye on your budget. By effectively managing overtime, you can maintain optimal staffing levels and boost overall team productivity.

Why it matters: Uncontrolled unbilled overtime can seriously strain your budget and lead to employee burnout. However, some situations might genuinely require extra hours. The key is to find a balance.

Some measurable KPIs for overtime management:
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Percentage of hours on overtime: This KPI measures the prevalence of overtime across your entire security team. It calculates the percentage of all scheduled hours that required guards to work overtime hours (e.g., 10% of hours involved overtime).

Average overtime hours per guard: This metric tracks the average amount of overtime worked by each security guard per shift or pay period (e.g., 2 hours average overtime per guard per week). This helps identify guards who are consistently working excessive overtime.
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Juggling complex schedules and keeping track of overtime across multiple locations can be a challenge.

Security management software like Belfry automates the process of generating shift schedules based on client needs and guard availability. This eliminates the risk of human error that can lead to understaffing and unplanned overtime.

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3. Incident response time

Incident response time measures how quickly your security guards react to an incident, from the moment they detect it to when they first intervene. This metric is crucial for mitigating risks and minimizing potential damage.

Every second counts — a faster response can significantly reduce the severity of an event.

To track incident response time, use guard monitoring systems with timestamps or GPS tracking software to pinpoint response times for patrol-based incidents.
For centrally monitored locations, monitor CCTV footage and alarm logs to calculate response after alert notification.

Examples of measurable KPIs for incident response time:

Average response time: Measures how long it takes a security guard to respond to an incident.

Percentage responded to within X minutes: Tracks consistency in meeting specific response time targets.
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Lower response times demonstrate a proactive approach and minimize potential losses for your clients. Highlighting a strong average response time is a valuable selling point when attracting new clients.

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4. Incident resolution time

This KPI tracks the total time it takes for your security guards to fully resolve an incident. It's like the second punch in that one-two combo, ensuring the situation is brought to a complete close. Efficient resolution shows your clients you're prepared to handle any situation effectively.

Why it matters: A quick initial response is great, but the job isn't done until the threat is neutralized and all loose ends are tied up. This could involve securing a crime scene, contacting law enforcement or emergency services, or filing an incident report.

Examples of measurable KPIs for incident resolution time:
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Average incident resolution time: This tracks the time it takes the security guards to fully resolve incidents (from initial response to final action).

Percentage of incidents resolved within X hours: Similar to response time, this measures consistency in resolving incidents within a specific timeframe (e.g., 80% of incidents resolved in under 2 hours).

Resolution time by incident type: Analyze the average time to resolve different incident categories (e.g., theft, medical emergency, access control breach). This helps identify areas where resolution protocols can be streamlined.

5. Tour completion rate

This KPI measures the percentage of scheduled security tours that are completed as planned. It’s a way to gauge how thoroughly your guards are covering their designated areas. A high tour completion rate indicates a reliable and diligent security team.

Why it matters: By monitoring tour completion rates, you can identify any areas where tours might be missed or taking too long. This allows you to adjust schedules, address any obstacles, and ensure your clients receive the comprehensive security coverage they deserve.

Types of tours that you can measure:
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Foot patrols: Guards scan assigned routes on foot, checking doors, windows, and other security measures. Completing a planned walking route demonstrates thorough coverage.
Mobile patrols: Security personnel use vehicles to patrol larger areas. Completing a designated patrol route within a specific timeframe highlights efficiency.
Electronic patrols: Some sites utilize guard tour systems with electronic checkpoints. Completing the programmed patrol path with all checkpoints scanned ensures a comprehensive sweep of the property.
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Examples of KPIs you can measure:
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Overall tour completion rate: The simplest and most common metric —the percentage of scheduled patrols that are completed.
Completion rate by tour type: This breaks down completion rates for different patrol methods, allowing you to identify areas for improvement in specific patrol strategies.
Missed tours: Track the raw number or percentage of scheduled patrols that are not completed. This provides a quick indicator of potential scheduling issues or missed coverage.
Average tour completion time: This measures the average time taken by guards to complete their designated patrol routes. This can identify inefficiencies or overly ambitious patrol schedules.

6. Training completion rate

This KPI tracks the percentage of required training sessions that your security guards successfully complete. Leverage it to keep your team's skills up-to-date and ready for anything. A high training completion rate signifies a well-prepared and knowledgeable security force.

Why it matters: Failing to provide proper training can expose your company to legal liability, especially if a guard performs an action outside their certified scope of practice.

Some examples of measurable KPIs:

Overall training completion rate: This is the most basic metric — the percentage of completed training sessions (e.g. 90% of all mandatory training completed).
Completion rate by training type: Track completion rates for different training categories (e.g., legal compliance, emergency response, access control) to identify areas where guards might need additional focus (e.g., 85% completion rate for compliance training, 98% for CPR/First Aid).
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By monitoring training completion rates, you can identify any guards who may need additional support or haven't completed essential training. This ensures your entire team remains sharp, prepared, and capable of delivering exceptional security services to your clients.

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7. Client satisfaction scores

This KPI focuses on gathering feedback directly from your clients about the security services you provide. High client satisfaction scores are a strong indicator that your security guards are delivering exceptional service and your clients feel safe.

Why it matters: Happy clients are loyal clients. Their feedback is invaluable for understanding what's working well and where you can improve. By actively seeking client input, you can demonstrate a commitment to continuous improvement and ensure your security solutions are truly meeting their needs.

There are several ways to gather client satisfaction scores:
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Average client satisfaction score: This is a basic metric calculated by averaging the scores received from client satisfaction surveys or feedback forms (e.g., average score of 4.5 out of 5 stars).
Net Promoter Score (NPS) for security services: This industry-standard metric gauges client loyalty by asking how likely they are to recommend your security services to others (scores range from -100 to 100, with positive scores indicating high satisfaction and likelihood to recommend).
Client retention rate: Track the percentage of clients who renew their security contracts with your company. A high retention rate suggests overall satisfaction with your services (e.g., 90% client retention rate).
Client complaint resolution rate: Measure the percentage of client complaints that are successfully resolved within a specific timeframe (e.g., 80% of complaints addressed and resolved within 24 hours). This demonstrates responsiveness to client concerns.

8. Compliance rate with security protocols

This KPI measures how well your security guards adhere to established security protocols and procedures.

It ensures your team is following the security game plan. A high compliance rate indicates well-trained guards who are committed to upholding the highest security standards.

Why it matters: Clearly defined security protocols ensure a strong, uniform level of protection across all your clients' sites. It’s peace of mind for them, and a clear direction for your team.

Some measurable KPIs for compliance rate:
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Access control protocol adherence: This measures the consistency of guards following procedures for verifying identification and granting access.
Incident reporting completion rate: This tracks how well guards complete detailed and accurate reports following security incidents.
Use of proper equipment: This measures the consistency of guards using the right equipment (e.g., radios, flashlights) for different situations as outlined in protocols.
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By monitoring compliance rates, you can identify areas where procedures might be unclear or inconsistently followed. Maybe a refresher training session is needed, or perhaps communication gaps need to be addressed.

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How Belfry can help track security guard KPIs

Managing multiple security KPIs and ensuring your team is consistently exceeding expectations can be a complex task. That's where Belfry comes in.

Our all-in-one security management software streamlines the entire process, giving you the tools and insights you need to optimize your operations and elevate your security services.

Here's how Belfry empowers you to track and improve your KPIs:
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Integrated software solutions: Belfry unifies all your KPI data into a single, user-friendly platform. No more juggling spreadsheets or struggling to consolidate information from disparate sources. Track everything from patrol completion rates to training certifications in one centralized location.
Real-time data access: Gain instant visibility into your security operations with real-time data dashboards. Monitor guard activity, track incident response times, and identify potential issues as they happen. This allows you to make informed decisions quickly and adjust strategies when necessary.
Automated reporting and alerts: Say goodbye to manual report generation and missed deadlines. Belfry automates report creation for all your KPIs, ensuring accuracy, timeliness, and a clear picture of your security performance. You can also set up automatic alerts for critical events or situations requiring immediate attention.
Enhanced training management: Belfry simplifies managing your security guard training programs. Track training completion rates, identify guards needing additional support, and ensure everyone stays up-to-date on the latest protocols and procedures. This ensures your team remains highly skilled and prepared to handle any situation.
Comprehensive analytics: Drill down into specific metrics, identify trends, and uncover areas for improvement. Use these data-driven insights to optimize scheduling, refine training programs, and make strategic decisions that enhance your overall security effectiveness.
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Belfry helps forward-thinking security companies to scale their businesses exponentially, streamline operations, and empower their officers.

Schedule a Free Demo Today.