KPIs for moving companies (residential, commercial, long-distance, local) will affect some priorities, choose the KPIs most relevant to your niche.

Operational KPIs

• Jobs Completed per Time Period: Number of moving jobs successfully completed within a given time frame (day, week, month). Primary metric of workload.
• On-Time Completion Rate: Percentage of moves completed on or before the scheduled date and time.
• Damage Rate: Percentage of moves resulting in damaged belongings. Minimize this to maintain reputation and avoid costs.
• Truck/Vehicle Utilization: Percentage of time your moving trucks or vehicles are in use and generating revenue. Maximize utilization.
• Fuel Efficiency: Track fuel costs per mile or per move. Good fuel efficiency reduces operating costs.

Customer-Focused KPIs

• Customer Satisfaction Surveys (CSAT): Measure satisfaction with the moving process, crew professionalism, pricing, communication, etc.
• Net Promoter Score (NPS): Tracks the likelihood of a customer recommending your moving services. High NPS reflects satisfied customers.
• Repeat Business: Percentage of customers who use your services multiple times. Builds a loyal client base.
• Online Reviews: Monitor reviews on platforms like Google, Yelp, or industry-specific sites. Understand how customers perceive your business.
• Claims Rate: Track the number of claims filed by customers for lost or damaged items. Impacts both costs and reputation.

Sales & Revenue KPIs

• Revenue Growth: Are your sales expanding or contracting over time? Track the health of your business.
• Average Revenue per Move: Helps understand the profitability of your services.
• Lead Conversion Rate: Percentage of inquiries or estimates that turn into actual moving jobs. Tracks sales process effectiveness.
• Sales by Service Type: Analyze revenue generated by different types of moves (residential, commercial, long-distance, etc.). Helps you focus efforts.

Financial KPIs

• Gross Profit Margin: Percentage of revenue remaining after direct costs of the move (labor, fuel, truck expenses) are accounted for.
• Net Profit Margin: Percentage of revenue remaining after all expenses are accounted for. Measures overall profitability.
• Overhead Costs: Track indirect operating expenses. These impact your overall profitability.

Additional Considerations

• Seasonality KPIs: Track how revenue and demand fluctuate throughout the year due to moving season peaks and valleys. Plan accordingly!
• Lead Sources: Track where leads come from (website, referrals, etc.), to optimize your marketing spend.