The 7 Home Service KPIs You Should Be Tracking Weekly (But Probably Aren't)

KPI 1: Lead-to-Booking Rate

This is the percentage of inbound inquiries that turn into booked jobs. If you get 100 calls and web form submissions in a week and book 60 of them, your lead-to-booking rate is 60 percent.

This single number tells you how effectively your team converts interest into revenue. A low rate means you are spending money to generate leads and then letting them slip through the cracks. The most common causes are slow response times, poor phone handling, and no follow-up on missed calls.

KPI 2: Average Ticket Price

Total revenue divided by number of completed jobs. If you did $200,000 last month across 150 jobs, your average ticket is $1,333.

A rising average ticket usually means your team is getting better at presenting good-better-best options. A falling average ticket might mean you are attracting lower-value work or your techs are not trained to present options.

The fix is almost never to push harder on sales. It is to train your technicians to present options that genuinely help the customer. A homeowner with a 15-year-old water heater that needs a new thermocouple should hear about replacement options, not because you want a bigger sale, but because replacing a failing unit now saves them an emergency call at 2 AM next winter.

KPI 3: Technician Utilization Rate

The percentage of a technician's paid hours spent on billable work. If a tech works 8 hours and spends 6 on revenue-generating jobs (not driving, not waiting, not doing paperwork), their utilization rate is 75 percent.

Every hour a technician is on the clock but not generating revenue costs you money. Low utilization usually points to dispatching inefficiency, too much drive time, or administrative work that could be automated.

KPI 4: First-Time Fix Rate

The percentage of jobs completed on the first visit without needing a return trip. If your team completes 80 out of 100 jobs on the first visit, your first-time fix rate is 80 percent.

Every return visit costs you a truck roll, technician time, and customer goodwill. A low rate usually means your trucks are not stocked properly, your techs are not diagnosing thoroughly, or your dispatching is sending the wrong tech to the wrong job. Target: 85% or higher.

KPI 5: Customer Acquisition Cost (CAC)

Total marketing and sales spend divided by new customers acquired. If you spend $5,000 on marketing and get 25 new customers, your CAC is $200.

Break this down by channel. Your CAC from Google organic might be $50 while paid ads might be $300. This tells you where to invest more and where to cut back. Most home service businesses should aim for a CAC that is less than 15% of the average first job revenue.

If your CAC is high, your website might be the issue. Check our guide on why your contractor website gets traffic but no calls to bring that cost down.

KPI 6: Revenue Per Truck Per Day

Total weekly revenue divided by trucks in service and working days. If you did $30,000 in a 5-day week with 3 trucks, your revenue per truck per day is $2,000.

This is the single best measure of overall operational efficiency. It combines utilization, average ticket, and booking rate into one number. If it is trending up, your business is getting more efficient. If it is trending down, something in the system is breaking.

KPI 7: Google Review Velocity

The number of new Google reviews per week or per month. Not your total count. The rate at which new reviews are coming in.

Google's algorithm heavily weights review recency. A business with 50 reviews that got its last one six months ago will get outranked by a business with 30 reviews that got 5 in the last month. Review velocity directly affects your visibility in the Map Pack.

Target 3-5 new reviews per week. If you are getting fewer than 2, you need an automated review collection system.

How to Actually Track These KPIs

The worst thing you can do is try to track all 7 KPIs manually. You will do it for two weeks, fall behind, and never look at the numbers again.

Instead, set up a simple weekly scorecard. This can be a spreadsheet, a whiteboard in your office, or a dashboard in your CRM. Every Monday morning, spend 15 minutes updating the 7 numbers. Then ask three questions:

1. What improved?
2. What declined?
3. What action do I take this week?

The key is consistency, not perfection. Even rough numbers tracked consistently are more valuable than precise numbers tracked sporadically. After 4-6 weeks, patterns will emerge that completely change how you make decisions.

If you are using a CRM like Housecall Pro, ServiceTitan, or Jobber, most of these KPIs can be pulled from built-in reports. If you are running on spreadsheets and memory, start with the 3 easiest to track (lead-to-booking rate, average ticket, and review velocity) and add the others over time.