Quick answer
The best ServiceTitan KPIs connect a business goal to an action: revenue and close rate for sales, booking and capacity for operations, renewals for memberships, and cost per lead plus attributed revenue for marketing. Start with five to seven decision-critical measures, define each one, assign an owner, and review trends consistently instead of copying universal targets from another contractor. If the underlying definitions or filters are unreliable, start with a ServiceTitan reporting review before building more dashboards.
Data-Driven Decision Making
ServiceTitan's official Reports guide documents built-in and customizable reports, filters, schedules, and KPI fields. Its custom dashboard guide lets office users put selected business metrics into one real-time view. The useful question is not how many metrics you can display; it is which decision each metric changes.
Revenue & Sales KPIs
1. Total Revenue
The most fundamental metric. Track daily, weekly, monthly, and year-over-year to identify trends and measure growth.
2. Average Ticket Size
Your average revenue per completed job. Read it alongside job mix and estimate outcomes rather than assuming one change caused it. The ServiceTitan Pricebook best-practices guide covers the cost, option, and governance inputs behind estimates.
3. Close Rate
The percentage of presented estimates that convert to sold jobs. Segment it by service versus replacement work, business unit, and technician before comparing periods; blended rates can hide different sales motions.
4. Revenue Per Technician
Total revenue divided by number of technicians. Helps identify top performers and those who need coaching.
Operational KPIs
5. Call Booking Rate
The percentage of eligible inbound calls that result in a booked job. Define which calls qualify, then review unbooked reasons so the metric leads to coaching or process changes.
6. Dispatch Efficiency
The share of available technician capacity assigned to appropriate work. Read it alongside drive time, job duration, skill match, and callback risk rather than optimizing utilization in isolation. Use the ServiceTitan dispatch-board guide to connect the metric to capacity and assignment rules.
7. Average Response Time
Time from customer call to technician arrival. Critical for emergency services and customer satisfaction.
8. Jobs Per Technician Per Day
Average number of completed jobs per technician. Varies by trade but indicates routing and scheduling efficiency.
Customer KPIs
9. Customer Satisfaction Score
Track the score and response volume from your post-job feedback process. Compare your own baseline and investigate comments instead of treating an unsourced universal target as the goal.
10. Membership/Agreement Count
Total active maintenance agreements. This is your recurring revenue foundation.
11. Membership Renewal Rate
The percentage of eligible agreements that renew. Review it with cancellation reasons, renewal outreach, payment failures, and membership fulfillment to understand why the rate changes. The memberships versus service agreements guide explains why the underlying program structure matters before comparing renewal trends.
12. Customer Acquisition Cost
Total marketing spend divided by new customers acquired. Essential for evaluating marketing ROI.
Marketing KPIs
13. Cost Per Lead
Marketing spend divided by total leads generated. Track by channel (Google, Facebook, direct mail, etc.).
14. Lead-to-Customer Conversion Rate
Percentage of leads that become paying customers. Measures the effectiveness of your entire sales funnel.
15. Marketing ROI by Channel
Revenue generated divided by marketing spend for each channel. Identifies your most profitable marketing investments.
Building Your Dashboard
Don't try to track everything at once. Start with the 5-7 KPIs most relevant to your current business goals, build dashboards for daily visibility, and review trends weekly and monthly. Before treating accounting numbers as decision-ready, resolve any ServiceTitan QuickBooks sync issues that create duplicate entries or reconciliation gaps.
The goal isn't just to collect data — it's to use data to make better decisions every day.
FAQs
Which ServiceTitan KPIs should I track first? Start with the small set tied to your current goals. A practical starter group is total revenue, average ticket, close rate, call booking rate, available capacity, membership renewals, and attributed marketing return.
Are there universal ServiceTitan KPI targets? No single target fits every trade, market, job mix, and accounting method. Establish definitions and a clean internal baseline first, then compare trends and like-for-like segments.
How many KPIs belong on a dashboard? Use only the measures a specific audience needs to make decisions. An owner, dispatcher, CSR manager, and marketing lead should not share one overloaded dashboard.
How often should ServiceTitan reports be reviewed? Match the cadence to the decision: operational measures may need daily review, sales and marketing trends weekly, and financial or membership trends monthly. Keep definitions consistent across periods.