Sales and Growth KPIs

• Revenue Growth: Percentage change in revenue over time. Are you growing your business?
• Average Job Value: Average revenue for each completed job. Increasing value helps drive revenue.
• New Customer Acquisition: Number of new customers acquired during a given period.
• Sales Conversion Rate: Percentage of inquiries or estimates that turn into paying jobs. Track the effectiveness of your sales process.
• Referral Rate: Percentage of business coming from referrals. Strong referrals suggest satisfied customers.

Customer-focused KPIs

• Customer Satisfaction Surveys (CSAT): Measure satisfaction with service quality, technician professionalism, pricing, communication, etc.
• Net Promoter Score (NPS): Tracks the likelihood of a customer recommending your services. High NPS reflects satisfied customers.
• Repeat Business: Percentage of customers who use your services more than once. Builds a loyal client base.
• Online Reviews: Monitor reviews on platforms like Google, Yelp, or industry-specific sites. Understand how customers perceive your business.

Operational KPIs

• First-Time Fix Rate: Percentage of jobs resolved on the first visit without needing return trips. Improves efficiency and customer satisfaction.
• Technician Utilization Rate: Percentage of working hours billed to customers vs. overhead/travel time. Higher utilization means greater revenue potential.
• Response Time: Average time it takes to get a technician dispatched to a customer’s location (especially for emergencies).
• Job Completion Time: Average time from job assignment to completion. Faster completion enhances customer satisfaction.
• Warranty Claims: Track the frequency and cost of fixing work under warranty, which can signal quality control issues.

Financial KPIs

• Gross Profit Margin: Percentage of revenue remaining after direct job costs (labor, materials) are accounted for
• Net Profit Margin: Percentage of revenue remaining after all expenses are accounted for. Measures overall profitability.
• Inventory Turnover Ratio: How often inventory of parts and supplies is sold and replaced. Helps manage inventory and cash flow.
• Days Sales Outstanding (DSO): Average time it takes to collect payment. Lower DSO improves cash flow.

Additional Considerations

• Safety Incident Rate: Track accidents and injuries to promote a safe work environment.
• Job Profitability: Analyze profitability by job type or complexity, helping you optimize pricing and avoid unprofitable work.