KPI library
Definitions, formulas, and benchmarks for every home-service KPI.
64 metrics across 8 categories
Revenue & financial
Revenue, margin, cash, and financial health.
- Accounts receivableAccounts receivable is the money customers owe you for completed work. Here is how to calculate it, read AR aging buckets, and watch collection health live on a home-service dashboard.
- Branch performanceBranch performance is how you measure each location's contribution to the business on the same yardstick. Here is what to track, how to calculate it, and how to watch it live when you have more than one office.
- Cash flowHow to calculate, benchmark, and improve cash flow for home-service businesses.
- Daily revenue paceHow to calculate, benchmark, and improve daily revenue pace for home-service businesses.
- Department revenueHow to calculate, benchmark, and improve department revenue for home-service businesses.
- Goal attainmentHow to calculate, benchmark, and improve goal attainment for home-service businesses.
- Gross marginGross margin is the percentage of revenue left after paying direct job costs. Here is how to calculate it, what moves it up or down, and how to watch it in real time before the month is already gone.Core KPI
- Gross revenueHow to calculate, benchmark, and improve gross revenue for home-service businesses.
- Job profitabilityJob profitability measures how much money a job actually keeps after you pay for the labor, materials, and direct costs to complete it. Here is how to calculate it, what to watch for, and how to track it live across every technician and trade.Core KPI
- Location revenueHow to calculate, benchmark, and improve location revenue for home-service businesses.
- Material cost varianceHow to calculate, benchmark, and improve material cost variance for home-service businesses.
- Monthly revenue paceHow to calculate, benchmark, and improve monthly revenue pace for home-service businesses.
- Net revenueHow to calculate, benchmark, and improve net revenue for home-service businesses.
Sales & closing
Turning estimates and proposals into sold work.
- Average ticketAverage ticket is the revenue your company earns per completed job. Here is how to calculate it correctly, what moves it, who owns it, and how to watch it in real time across your HVAC, plumbing, or electrical operation.Core KPI
- Estimate close rateHow to calculate, benchmark, and improve estimate close rate for home-service businesses.
- Lead to booked job rateHow to calculate, benchmark, and improve lead to booked job rate for home-service businesses.
- Proposal close rateHow to calculate, benchmark, and improve proposal close rate for home-service businesses.
- Replacement lead turnoverHow to calculate, benchmark, and improve replacement lead turnover for home-service businesses.
- Sales conversion rateHow to calculate, benchmark, and improve sales conversion rate for home-service businesses.
- Sales scorecardHow to calculate, benchmark, and improve sales scorecard for home-service businesses.
Marketing & lead gen
Ad spend, lead cost, and campaign return.
- Budget pacingHow to calculate, benchmark, and improve budget pacing for home-service businesses.
- Cost per booked jobCost per booked job tells you exactly what you paid in marketing and lead-generation spend for each job that made it onto the schedule. Here is how to calculate it, what moves it, and how to watch it in real time.Core KPI
- Cost per leadHow to calculate, benchmark, and improve cost per lead for home-service businesses.
- Cost per sold jobHow to calculate, benchmark, and improve cost per sold job for home-service businesses.
- Marketing ROIMarketing ROI tells you how much revenue your ad spend actually generates, not how many clicks it bought. Here is how to calculate it, what distorts the number, and how home-service operators track it live.Core KPI
- ROASHow to calculate, benchmark, and improve ROAS for home-service businesses.
- Revenue per leadHow to calculate, benchmark, and improve revenue per lead for home-service businesses.
Call center & CSR
Inbound calls, booking, and CSR performance.
- Abandoned call rateAbandoned call rate measures the share of inbound callers who hang up before a CSR answers. Here is how to calculate it, what it actually costs, and how to catch it on a live dashboard before the day is over.
- Average handle timeAverage handle time is the total time a CSR spends on a single customer interaction from the moment the call connects to the moment all follow-up work is complete. Here is the formula, a worked example for home-service call centers, and how to track it live so you can keep queues moving without sacrificing booking rate.
- Booking rateBooking rate is the share of inbound opportunities your team turns into scheduled jobs. Here is how to calculate it, read it, and watch it live for a home-service business.Core KPI
- CSR scorecardA CSR scorecard rolls your call center's most important metrics into one view so managers can coach by the numbers, not by gut. Here is what goes in it, how to calculate each component, and what a live version looks like on a home-service operations board.Core KPI
- Call booking rateCall booking rate measures how often your CSRs turn a qualified inbound phone call into a scheduled job. Here is the exact formula, a worked example for home-service teams, and how to watch it live so you can coach before the shift ends.Core KPI
- Call conversion rateHow to calculate, benchmark, and improve call conversion rate for home-service businesses.
- Missed call rateHow to calculate, benchmark, and improve missed call rate for home-service businesses.
Field & operations
Technician output, scheduling, and job execution.
- Callback rateCallback rate measures how often a technician returns to a job that should have been done right the first time. Here is what the metric means, how to calculate it, what the numbers signal, and how to track it on a live service dashboard.Core KPI
- Cancellation rateHow to calculate, benchmark, and improve cancellation rate for home-service businesses.
- Completed jobsHow to calculate, benchmark, and improve completed jobs for home-service businesses.
- Dispatch efficiencyHow to calculate, benchmark, and improve dispatch efficiency for home-service businesses.
- First time fix rateHow to calculate, benchmark, and improve first time fix rate for home-service businesses.
- Job completion rateHow to calculate, benchmark, and improve job completion rate for home-service businesses.
- Job durationHow to calculate, benchmark, and improve job duration for home-service businesses.
- Labor efficiencyHow to calculate, benchmark, and improve labor efficiency for home-service businesses.
- On-time arrival rateHow to calculate, benchmark, and improve on-time arrival rate for home-service businesses.
- Recall rateHow to calculate, benchmark, and improve recall rate for home-service businesses.
- Reschedule rateHow to calculate, benchmark, and improve reschedule rate for home-service businesses.
- Revenue per technicianRevenue per technician tells you how much income each field tech generates in a given period. Here is how to calculate it cleanly, what the number really signals, and how to watch it in real time so field performance stops being a monthly surprise.Core KPI
- Service scorecardHow to calculate, benchmark, and improve service scorecard for home-service businesses.
- Technician productivityHow to calculate, benchmark, and improve technician productivity for home-service businesses.
- Technician scorecardA technician scorecard combines the metrics that determine whether a field tech is profitable, productive, and improving. Here is what belongs in one, how to calculate each component, and what a live version looks like on a home-service operations board.Core KPI
- Utilization rateHow to calculate, benchmark, and improve utilization rate for home-service businesses.
- Zero ticket rateHow to calculate, benchmark, and improve zero ticket rate for home-service businesses.
Install & project delivery
Backlog, cycle time, and install quality.
- Install backlogHow to calculate, benchmark, and improve install backlog for home-service businesses.
- Install cycle timeHow to calculate, benchmark, and improve install cycle time for home-service businesses.
- Install scorecardHow to calculate, benchmark, and improve install scorecard for home-service businesses.
Membership & retention
Recurring plans, renewals, and customer loyalty.
- Customer lifetime valueHow to calculate, benchmark, and improve customer lifetime value for home-service businesses.
- Maintenance agreement conversion rateHow to calculate, benchmark, and improve maintenance agreement conversion rate for home-service businesses.
- Membership churnHow to calculate, benchmark, and improve membership churn for home-service businesses.
- Membership renewal rateHow to calculate, benchmark, and improve membership renewal rate for home-service businesses.
- Recurring revenueHow to calculate, benchmark, and improve recurring revenue for home-service businesses.
- Repeat customer rateHow to calculate, benchmark, and improve repeat customer rate for home-service businesses.
Reviews & reputation
Ratings, reviews, and customer sentiment.
- Average star ratingAverage star rating is the arithmetic mean of all customer review scores for your business. Here is how to calculate it, what drives it up or down, and how to watch it in real time alongside the metrics that actually explain the trend.
- NPSHow to calculate, benchmark, and improve NPS for home-service businesses.
- Review conversion rateHow to calculate, benchmark, and improve review conversion rate for home-service businesses.
- Review request rateHow to calculate, benchmark, and improve review request rate for home-service businesses.