Benchmarks
What good performance looks like, KPI by KPI.
A
Abandoned call rate
Abandoned call rate tells you how many callers hung up before a CSR picked up. Here is how to set a sensible target for your shop, why a single industry benchmark misleads, and how to watch the rate in real time before booked revenue leaks out the door.
Accounts receivable
Accounts receivable tells you how much revenue has been earned but not yet collected. Here is how to set a sensible AR target for your shop, why a single industry figure misleads contractors, and how to watch your aging in real time so collection problems surface before month-end.
Average handle time
Average handle time (AHT) is the full clock from the moment a CSR picks up to the moment the call is fully wrapped. This page explains how to set a sensible AHT target for your shop, why the number looks wildly different across trades, and how to watch it daily so a slow-moving call room does not quietly kill your booking rate.
Average star rating
Your average star rating shapes how many homeowners call you before a competitor. This guide explains how to set a meaningful internal target, why a single industry number misleads, and how to watch your rating trend in real time before a slow decline costs you booked jobs.
Average ticket
Average ticket is one of the simplest numbers in your operation and one of the easiest to let drift. Here is how to set a defensible target, why the same benchmark fails HVAC shops and plumbers equally, and how to watch the number by trade and technician before the month closes.
B
Booking rate
Booking rate is the share of inbound calls that end with a booked appointment. Here is how to set a meaningful target for your trade and team size, why a single industry number misleads, and how to watch it shift in real time before a bad week quietly becomes a bad month.
Branch performance
When you run more than one location, the biggest risk is not knowing which branch is holding back the whole company until month-end. Here is how to build a branch performance benchmark from your own data, what to compare across locations, and how to act on the gap before the quarter is gone.
Budget pacing
Budget pacing tells you whether you are spending at the right rate to hit your revenue goal before the month closes. Here is how to set a sensible pacing target for your shop, why a single industrywide number misleads, and how to watch spend rate in real time before the margin window closes.
C
Call booking rate
Call booking rate is the share of inbound calls that convert to a booked job. This page explains how to set a meaningful target for your shop, why a single industry number misleads, and how to track conversion quality in real time before the day's revenue leaks away.
Call conversion rate
Your call conversion rate tells you how many inbound calls became booked jobs. Before you chase an industry number someone found on a forum, here is how to build a target that actually fits your shop, why a blended rate misleads, and which signals belong on a CSR coaching board.
Callback rate
Callback rate measures how often a second truck rolls because the first visit did not fix the problem. Here is how to set a sensible internal target, read the real signals hiding in your recall data, and act before a bad month shows up on the income statement.
Cancellation rate
Cancellation rate measures how often a booked job falls off the schedule before completion. Here is how to read your number honestly, why trade and season change everything, and how to turn a rising cancel rate into a coaching conversation before the month is lost.
Cash flow
Cash flow is the lifeblood of a trades business: revenue on paper means nothing if payroll clears before the customer checks do. Here is how to read your cash position, set an internal target that fits your trade and seasonality, and watch the signals before a slow month turns into a cash crisis.
Completed jobs
Completed jobs is not just a count of how busy your team was. It is the numerator in revenue-per-job, technician utilization, and capacity math. Here is how to set a meaningful target for your shop, why a universal number misleads, and how to read daily job completions before you reach month-end with a gap.
Cost per booked job
Cost per booked job is the marketing metric that actually matters for a contractor: not what you paid to generate a lead, but what you paid to put a job on the board. Here is how to build a target from your own numbers, why lead-source averages mislead, and how to watch the figure in real time before ad spend quietly outpaces revenue.
Cost per lead
What good cost per lead benchmark looks like for home-service businesses, with context and caveats.
Cost per sold job
What good cost per sold job benchmark looks like for home-service businesses, with context and caveats.
CSR scorecard
A CSR scorecard bundles four to six call-center KPIs into one view so a manager can coach on the numbers instead of gut feel. Here is how to pick the right metrics, set honest targets for your shop, and review performance at the right cadence without chasing universal benchmarks that were written for 300-seat contact centers.
Customer lifetime value
What good customer lifetime value benchmark looks like for home-service businesses, with context and caveats.
D
Daily revenue pace
What good daily revenue pace benchmark looks like for home-service businesses, with context and caveats.
Department revenue
What good department revenue benchmark looks like for home-service businesses, with context and caveats.
Dispatch efficiency
What good dispatch efficiency benchmark looks like for home-service businesses, with context and caveats.
E
F
G
Goal attainment
What good goal attainment benchmark looks like for home-service businesses, with context and caveats.
Gross margin
What good gross margin benchmark looks like for home-service businesses, with context and caveats.
Gross revenue
What good gross revenue benchmark looks like for home-service businesses, with context and caveats.
I
Install backlog
What good install backlog benchmark looks like for home-service businesses, with context and caveats.
Install cycle time
What good install cycle time benchmark looks like for home-service businesses, with context and caveats.
Install scorecard
What good install scorecard benchmark looks like for home-service businesses, with context and caveats.
J
Job completion rate
What good job completion rate benchmark looks like for home-service businesses, with context and caveats.
Job duration
What good job duration benchmark looks like for home-service businesses, with context and caveats.
Job profitability
What good job profitability benchmark looks like for home-service businesses, with context and caveats.
L
Labor efficiency
What good labor efficiency benchmark looks like for home-service businesses, with context and caveats.
Lead to booked job rate
What good lead to booked job rate benchmark looks like for home-service businesses, with context and caveats.
Location revenue
What good location revenue benchmark looks like for home-service businesses, with context and caveats.
M
Maintenance agreement conversion rate
What good maintenance agreement conversion rate benchmark looks like for home-service businesses, with context and caveats.
Marketing ROI
What good marketing ROI benchmark looks like for home-service businesses, with context and caveats.
Material cost variance
What good material cost variance benchmark looks like for home-service businesses, with context and caveats.
Membership churn
What good membership churn benchmark looks like for home-service businesses, with context and caveats.
Membership renewal rate
What good membership renewal rate benchmark looks like for home-service businesses, with context and caveats.
Missed call rate
What good missed call rate benchmark looks like for home-service businesses, with context and caveats.
Monthly revenue pace
What good monthly revenue pace benchmark looks like for home-service businesses, with context and caveats.
N
O
P
R
Recall rate
What good recall rate benchmark looks like for home-service businesses, with context and caveats.
Recurring revenue
What good recurring revenue benchmark looks like for home-service businesses, with context and caveats.
Repeat customer rate
What good repeat customer rate benchmark looks like for home-service businesses, with context and caveats.
Replacement lead turnover
What good replacement lead turnover benchmark looks like for home-service businesses, with context and caveats.
Reschedule rate
What good reschedule rate benchmark looks like for home-service businesses, with context and caveats.
Revenue per lead
What good revenue per lead benchmark looks like for home-service businesses, with context and caveats.
Revenue per technician
What good revenue per technician benchmark looks like for home-service businesses, with context and caveats.
Review conversion rate
What good review conversion rate benchmark looks like for home-service businesses, with context and caveats.
Review request rate
What good review request rate benchmark looks like for home-service businesses, with context and caveats.
ROAS
What good ROAS benchmark looks like for home-service businesses, with context and caveats.
S
Sales conversion rate
What good sales conversion rate benchmark looks like for home-service businesses, with context and caveats.
Sales scorecard
What good sales scorecard benchmark looks like for home-service businesses, with context and caveats.
Service scorecard
What good service scorecard benchmark looks like for home-service businesses, with context and caveats.