Specific focus (residential, commercial, installation, maintenance) affects priorities, choose the KPIs most relevant to your business model.

Service & Operational KPIs

• Service Calls Completed: Number of service calls successfully completed in a given period. Primary metric of workload.
• First-Time Fix Rate: Percentage of service calls resolved on the first visit without the need for follow-ups. High rate indicates strong technicians and good parts availability.
• Response Time: Average time it takes to dispatch a technician after receiving a customer’s service request (especially critical for emergency calls).
• Customer Wait Time: Average time from when a customer books an appointment to when a technician arrives. Shorter wait times enhance satisfaction.
• Technician Utilization Rate: Percentage of working time technicians spend on billable service calls vs. travel, admin, etc. Higher utilization boosts revenue potential.

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 HVAC 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.

Financial KPIs

• Revenue Growth: Percentage change in revenue over time. Are you growing your business?
• Gross Profit Margin: Percentage of revenue remaining after direct costs of service (labor, materials) are accounted for.
• Net Profit Margin: Percentage of revenue remaining after all expenses are accounted for. Measures overall profitability.
• Average Contract Value (ACV): Average revenue per service contract (installation or maintenance agreements).
• Customer Acquisition Cost (CAC): Cost of acquiring a new customer. Helps manage marketing spend and profitability.

Sales-Focused KPIs

• New Maintenance Agreements: Track the number of new maintenance contracts sold, providing a recurring revenue stream
• Installation Sales: If you offer new HVAC system installations, track sales volume and revenue.
• Lead Conversion Rate: Percentage of inquiries or leads that turn into paying customers. Tracks sales process effectiveness.

Additional Considerations

• Equipment Reliability: Track the frequency of breakdowns for the brands of HVAC equipment you install or service. Helps you choose reliable brands.
• Seasonality KPIs: Analyze how service calls, installations, and revenue fluctuate throughout the year due to weather patterns. Plan accordingly!