Operational KPIs

• Average Repair Order (ARO): Average revenue generated per repair ticket or vehicle serviced. Increasing ARO drives revenue.
• Cars Serviced Per Day/Week: Tracks the volume of vehicles you service. Impacts potential revenue and helps with staffing decisions.
• Bay Utilization (for repair shops): Percentage of time your service bays are in use. Maximize bay time for efficiency.
• Technician Efficiency: Measure billed hours vs. hours worked by technicians. High efficiency means greater revenue potential.
• Cycle Time: Average time from when a car arrives for service to completion. Customers value faster turnaround.

Customer-Focused KPIs

• Customer Satisfaction Surveys (CSAT): Gauge satisfaction with service quality, price, communication, and overall experience.
• Net Promoter Score (NPS): Tracks the likelihood of a customer recommending your service. High NPS reflects loyalty and word-of-mouth.
• Repeat Business: Percentage of customers who return for subsequent service or maintenance. Builds loyalty.
• Online Reviews: Monitor customer feedback on platforms like Google, Yelp, or industry-specific sites. Actively address issues.

Financial KPIs

• Revenue Growth: Are your sales expanding or contracting? Track the health of your business.
• Gross Profit Margin: Percentage of revenue remaining after direct costs of service (labor, parts, etc.) are accounted for.
• Net Profit Margin: Percentage of revenue remaining after all expenses are accounted for. Measures overall profitability.
• Labor Cost Percentage: Percentage of revenue spent on technician and staff wages. Managing labor costs is vital.
• Parts Inventory Turnover: How frequently you sell and replace your parts inventory. Healthy turnover improves cash flow

Service-Specific KPIs

• Oil Changes per Day/Week: If you offer this frequent service, track its volume to understand workload and customer demand.
• Upsell Success Rate: Track percentage of customers opting for additional services beyond their original request.
• Detailing Package Sales: If you offer car detailing, analyze sales by package type and add-on services.

Additional Considerations

• Customer Acquisition Cost (CAC): Tracks the cost of acquiring a new customer. Helps manage marketing and sales expenses.
• Seasonality KPIs: Analyze how service demand and revenue fluctuate throughout the year due to weather, driving patterns, etc.