Data-Driven Decision Making
ServiceTitan collects an enormous amount of data about every aspect of your business. But more data doesn't automatically mean better decisions. The key is knowing which metrics actually matter and how to use them to drive growth.
After working with over 100 home service companies, we've identified the 15 KPIs that have the most direct impact on business performance.
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. This is directly influenced by your pricebook, your technicians' selling skills, and your good-better-best options.
3. Close Rate
The percentage of presented estimates that convert to sold jobs. Industry benchmark: 60-70% for service/repair, 30-50% for replacement/installation.
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 inbound calls that result in a booked job. Industry benchmark: 85-95%. Every missed booking is lost revenue.
6. Dispatch Efficiency
Percentage of available technician hours that are booked with revenue-generating work. Target: 85%+.
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 through post-job surveys configured in ServiceTitan. Target: 4.5+ out of 5.
10. Membership/Agreement Count
Total active maintenance agreements. This is your recurring revenue foundation.
11. Membership Renewal Rate
Percentage of agreements that renew. Target: 80%+. Below this indicates a value or communication problem.
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.
The goal isn't just to collect data — it's to use data to make better decisions every day.