A field service metric measures operational performance of a field service company, such as job completion rates or call booking rates.
Tracking and measuring field service metrics is critical for understanding performance across your organization. Without this data, you’re flying blind. Many companies might periodically check call logs to see how many calls came in over the last few months while others don’t measure metrics at all.
To measure field service metrics accurately requires using an integrated field service management solution like ServiceTitan. This software not only tracks key performance indicators (KPIs) for your field service through user-friendly dashboards but also manages other business operations, such as call booking, dispatching, and billing.
Additionally, field service management software boosts operational efficiency and saves time by eliminating the need to switch between complex spreadsheets and tools, reducing the risk of missing important information.
In this guide, we cover 19 key field service performance metrics and explain why they’re important.
Then, we explain how field service metrics improve performance, what the main challenges are, and how to track and improve your field service metrics. With ServiceTitan’s field service management solution, you can track field service metrics through automation, improve performance, and increase profitability.
Note: Although field service metrics and KPIs are sometimes used interchangeably, there is a subtle difference. Service metrics are quantifiable measures that reflect the health and performance of specific areas of a business. KPIs are the metrics that you determine are most important and worth tracking day by day, often in a dashboard.
To discover how ServiceTitan’s tracking and reporting features can benefit your field service business, keep reading or book a free, personalized demo with our team.
1. Call Booking Rate
The call booking rate measures how effectively your customer service representatives (CSRs) convert qualified lead opportunity calls into booked jobs. It includes their pitch, how they handle the calls, what they tell prospects, and how well individual CSRs execute that process.
By tracking and understanding this KPI, contractors can determine how effectively their CSRs capture leads and book calls. With ServiceTitan, you can listen to call recordings to identify why any calls were not booked.
To improve your call booking percentage, give CSRs additional training, coaching, and information to increase their ability to book more of these lead opportunities.
How to calculate:
Call Booking Rate = Total number of lead opportunity calls ÷ Actual bookings made
Industry benchmarks: Data by ServiceTitan showed a typical shop had a booking call rate of 42 percent, which means it turned slightly more than four of 10 calls into jobs. But with ServiceTitan’s services, businesses can achieve 90 percent. See how here.
Metric review frequency: Evaluate CSR performance monthly to improve booking performance and identify missed calls.
2. Job Rate per Day
Job rate per day measures the number of jobs completed per day by each technician to give you a measure of technician efficiency.
Typically, factors such as the travel time to and from jobs and how efficiently the technician works affects this rate. A low job rate per day could indicate a sluggish technician or even dispatching the wrong technician.
How to calculate:
Job Rate per Day = Total number of jobs ÷ Number of days
Industry benchmarks: The standard for technicians is three to five jobs per day, but some can average seven jobs per day (depending on the type).
Metric review frequency: Doing it weekly helps identify inefficient routes, scheduling gaps, or skill mismatches.
3. Average Response Time
The average response time measures the efficiency of the call handling process and the technician’s response time. It informs your customer service goals and, in turn, helps increase the average number of closed tickets.
If your business responds to calls for emergency service, understanding your average response time can help you fit more jobs (and more revenue) into your workday.
How to calculate:
Average Response Time = Total time to respond ÷ Number of responses
Industry benchmarks: Industry benchmarks vary depending on the communication channel and the role involved. For customer service representatives (CSRs), an average response time is typically under a minute for phone or live chat, and 15 minutes for social media inquiries.
However, for technicians, these time frames aren’t applicable. Their response and resolution times are usually measured in hours or days, depending on scheduling and job complexity.
Metric review frequency: For high-volume teams or businesses with online booking/forms, it’s ideal to measure average response time daily.
4. Mean Time to Repair
Mean time to repair is the average time it takes for your techs to perform onsite repairs and complete the work order, which is an important gauge of a tech’s productivity. This varies widely on a call-to-call basis, but giving your techs access to education, resources, and technology can help shorten this metric and increase tech efficiency.
Just be sure not to shortchange the time your techs spend in a customer’s home by scheduling too many calls in a day. A knowledgeable tech needs ample time to complete each job to the customer’s satisfaction and also to spot upselling opportunities.
How to calculate:
Mean Time to Repair = Total time to repair ÷ Number of repairs
Industry benchmarks: Varies on the specific issue. It should be generally under 24 hours. For urgent repairs, the goal is to resolve the problem within a few hours.
Metric review frequency: Weekly. Measuring it helps identify technician performance issues or recurring job delays.
5. Mean Time to Complete Job
Mean time to complete jobs is the average time it takes your business to complete an entire job cycle—everything from the initial dispatch call to scheduling, servicing, and billing.
Understanding this field service performance metric will help you analyze your company’s workflow and see where you can improve productivity and efficiency.
How to calculate:
Mean time to complete job = Total time spent on jobs ÷ Number of jobs
Industry benchmarks: Entire job cycles for simple handyman tasks can take from one to two hours, while full-day projects or installs might take 6 to 8 hours.
Metric review frequency: Monthly assessment of the mean time to complete a job helps you adjust scheduling expectations and adjust technician load accordingly.
6. First-Time Fix Rate
First-time fix rate is the percentage of jobs that are successfully completed during the technician’s first visit—without the need for follow-ups, return trips, or additional parts.
Ideally, your techs should complete jobs in one visit without returning multiple times for the same issue or install. A high first-time fix rate means you can profit more frequently from new jobs.
To improve this metric, ensure your dispatch team assigns the right techs to the right jobs based on experience and expertise. It’s also important that techs arrive at a job with all the necessary tools and equipment to complete the work.
How to calculate:
First-Time Fix Rate = Number of jobs not requiring a follow-up visit ÷ Total number of jobs
Industry benchmarks: According to CompareSoft, the average first-time fix rate sits around 80 percent, but 90 percent is ideal. Anything below 70 percent might indicate potential issues.
Metric review frequency: Monitor first-time fix rate weekly to identify recurring issues and monthly for strategic planning and inventory stocking improvements.
7. Repeat Visit Rate
Repeat visit rate is the number of times your tech returns to a job to finalize service within a set timeframe. A high rate of repeat visits could mean it's time to examine how you dispatch or schedule jobs, and whether you’re dispatching techs with the right skill set, or if they require more training.
Consider cutting the number of booked appointments for technicians in one shift, so they have plenty of time to finish the job on the first visit. Also, cut down on unnecessary travel time by using GPS-based dispatching. By making their routes more efficient, you’re giving techs more time to do actual work.
How to calculate:
Repeat Visit Rate = Total number of repeat visits ÷ Total number of visits
Industry benchmarks: Ideally, your rate should be as low as possible, which means your techs should finish the job during one visit.
Metric review frequency: Analyze trends monthly by technician, job type, or region to make strategic adjustments.
8. Technician Utilization for Billable Hours
Technician utilization for billable hours measures the productive, billable hours your techs spend during their shifts—one of the most crucial field service monitor metrics for tracking productivity.
Providing service to customers and presenting upsell opportunities count as productive time. Getting stuck in traffic or traveling back to the office to get additional tools is unproductive downtime.
If your tech utilization rate seems low, evaluate ways to improve scheduling and dispatching.
Minimize time wasted between jobs and provide an integrated, mobile platform for instant communication between dispatchers and technicians in the field.
How to calculate:
Technician Utilization = Time spent on field service jobs (including upselling) ÷ Total amount of time worked
Industry benchmarks: Ranges between 60 and 80 percent are considered strong.
Metric review frequency: Monthly assessments of long-term trends to refine technician routing and dispatching or provide additional coaching.
9. Average Travel Time
Average travel time is the time a technician spends traveling to a job site. This gauges scheduling and dispatching tasks, measures employee performance, and indicates overall job efficiency.
Unnecessary time spent on the road or stopping to collect supplies indicates inefficient use of route planning or not sending the closest technician to a job. This can be remedied by using GPS-based dispatching software.
How to calculate:
Average Travel Time = Total travel time ÷ Total number of service calls
Industry benchmarks: Often falls within the range of 30 minutes to an hour, depending on region and service area size.
Metric review frequency: Assess the average travel time weekly to fine-tune dispatching and route optimization.
10. Contract Uptime
Contract uptime measures how consistently you meet the terms and service levels promised in maintenance contracts. Generally, this metric reflects your ability to deliver on-time services within the agreed intervals.
To calculate contract uptime, figure the percentage of problem-free operation for any piece of equipment, such as an HVAC unit, that’s covered by the service level agreement (SLA).
If your company makes an unusual number of service calls for equipment covered by a service contract, it may be time to examine your installation practices, evaluate the quality of your supplier's products, or figure out how to adjust your maintenance contract terms for improved profitability.
How to calculate:
Contract Uptime = Time service is functional ÷ Total time
Industry benchmarks: Commercial and maintenance-heavy businesses are expected to meet near-perfect contract uptime, so the average should be around 90–100 percent.
Metric review frequency: Monthly to catch lapses before renewal periods and quarterly for strategic planning.
11. Service Contract Attach Rate
Service contract attach rate measures how often your team successfully sells a service agreement following a job or installation. It indicates how well your business is converting one-time customers into recurring revenue through long-term contracts.
These maintenance agreements can provide a steady revenue stream for your business, especially during slower times of the year.
If your techs or CSRs don’t convert contracts on a regular basis, revise your service agreement offerings to appeal to more homeowners and train your team on how to best pitch the benefits of your maintenance contracts to customers.
How to calculate:
Number of customers with a service agreement ÷ Total number of customers
Industry benchmarks: High-performing companies have an average of 30–50 percent.
Metric review frequency: Track monthly for campaign planning and strategic improvements.
12. Average Ticket Price
Average ticket price monitors the profitability of service calls and whether techs maximize upselling opportunities.
If your technicians discover additional problems or sales opportunities, give them an easy way (such as ServiceTitan’s mobile app) to provide customers with detailed quotes and good-better-best options.
Providing instantaneous information will likely increase your average ticket price, as customers can conveniently accept an estimate for installing a new product or additional services on the spot.
How to calculate:
Average Ticket Price = Total ticket revenue ÷ Total number of tickets
Industry benchmarks: According to a Home Service Hound report, the average ticket for plumbing service calls, for example, is around $315 and up to $856 for premium jobs. Roofing, on the other hand, is about $7,500.
Metric review frequency: Weekly to monitor technician performance and service mix.
13. Service-to-Cash Rate
Service-to-cash rate is the time it takes for customers to pay you after a job is completed. Slow payments stifle cash flow and usually indicate inefficient back-office processes, such as inefficient or (often) nonexistent invoice follow-up processes, or even delays in sending invoices.
Speed up your service-to-cash rate by using software that lets technicians automate paperless documentation and invoicing (and indicates which invoices need following up) and take payments directly from customers.
How to calculate:
Service-to-Cash Rate = Total time taken by customers to pay following job completion ÷ Total number of jobs
Industry benchmarks: For residential services, it should take between one and seven days, while commercial contracts might take 15 to 45 days.
Metric review frequency: Weekly to spot overdue invoices and take quick action.
14. Customer Retention Rate
Customer retention rate is the percentage of customers who return to use your services again over a period of time.
Examine customer retention to determine if your company consistently grows the customer base and increases the number of repeat customers. Study those long-term and repeat customer profiles to determine the key steps to keeping customers happy and providing quality service.
Be sure a CSR follows up after every job—whether through a phone call, email, or text—to immediately address any issues, and improve the overall customer experience and thus customer satisfaction. Train CSRs and technicians to ask customers for reviews and surveys immediately following a job, or use software that automates this for you.
Focus on improving service to reduce customer churn and increase the likelihood they’ll refer your company to others.
How to calculate:
Customer Retention Rate = Number of customers at the end of a period ÷ Total number of customers
Industry benchmarks: According to a report, the construction industry has an average retention rate of 79 percent and the HVAC service industry has an average of 66 percent.
Metric review frequency: Track customer retention rate quarterly to measure the effectiveness of your work and campaigns, and annually to align retention goals with strategic planning.
15. Customer Satisfaction Rate
Customer satisfaction (CSAT) is a critical goal for service businesses. It can be difficult to measure quantitatively, but customer ratings are one way of determining how happy your customers are, while collecting feedback brings more detailed and actionable insights.
Use software that automates review requests after every job. Respond quickly to positive and negative reviews, and match up reviews with employees and jobs so you can take the appropriate action.
How to calculate:
CSAT Rate = Total stars awarded to a technician (on a one to five–star scale) across all reviews ÷ Total no. of reviewed jobs for that technician (the resulting percentage could be adjusted to take account of any additional qualitative feedback)
Industry benchmarks: A good CSAT score is around 70 to 90 percent.
Metric review frequency: Measure monthly to spot trends and evaluate service consistency.
16. Customer Acquisition Cost
In marketing, customer acquisition cost (CAC) is your ad spend divided by the number of booked jobs due to that spend, over a certain period of time. It’s important to keep track of this to monitor profitability.
Aim for the lowest CAC possible, adjusting or abandoning any marketing campaigns with an excessively high CAC. Use targeted email marketing to get your message to the right customers at the right time, at a lower cost per acquisition than most marketing methods.
How to calculate:
CAC = Total cost of acquiring new customers (such as ad spend) ÷ Number of booked jobs in a given period
Industry benchmarks: The average organic CAC in construction is $212.
Metric review frequency: Quarterly evaluations help with broader strategic adjustments and ROI analysis.
17. Revenue per Lead
Revenue per lead is the total volume of sales divided by the total number of leads, including canceled leads. As you look at field service performance metrics, it’s important to examine the percentage of closed leads. If your company closes only a small percentage of total leads, it’s time to re-examine key business practices.
For example, in a 2023 Pantheon session titled Second Chance Leads — Get Another Shot at Closing the Sale, Sarah Sheehan, Group Product Manager of Titan Intelligence explains how you can generate additional revenue by prioritizing unbooked calls for immediate follow-up.
“By reviewing just a handful of second-chance leads a day, they were able to book $50,000 in additional revenue a month,” she says. “Think about what an additional $50,000 might mean for your business.”
How to calculate:
Revenue per Lead = Total volume of sales ÷ Total number of leads
Industry benchmarks: In the HVAC industry, for example, each lead can receive $25 to $90 for residential jobs, while $100 to $300 for commercial jobs.
Metric review frequency: Monthly to monitor marketing campaign quality and sales team performance. Quarterly to adjust lead sources and pricing strategies.
18. Job Profitability
Job profitability is an important one to consider alongside the average ticket price to calculate the profitability of each job. Examining this metric closely means you can identify whether you need to increase (or decrease) prices and in which areas.
Profitability is a function of many things, including pricing (we recommend flat-rate pricing over hourly pricing, as explained here), technician pay, jobs per day, and more.
How to calculate:
Job Profitability = Revenue − Costs
Industry benchmarks: A healthy target is 30–50 percent gross profit margin.
Metric review frequency: Analyze job profitability per job for accurate estimating and technician accountability. Do it monthly to spot trends in job types or material use.
19. Business Growth Rate
Business growth rate measures how quickly your company’s revenue increases over time. Closely tracking field service performance metrics and KPIs will accelerate company growth, while also revealing areas where your teams need improvement to achieve profitability goals.
While revenue certainly factors into growth, it’s important to consider all aspects of the business and look at a variety of field service performance metrics. Analyzing your company’s data in real time allows you to accurately gauge everyone’s performance and make measured changes to grow successfully.
Learn more about KPIs in the ServiceTitan Playbook and download our free KPI Guide here.
How to calculate:
Growth Rate = ((Revenue this period – Revenue last period) ÷ Revenue last period) x 100
Industry benchmarks: A stable growth rate is around 10 to 20 percent annually, but high-performing companies can see a 25 percent+ growth rate.
Metric review frequency: Annually for strategic planning and forecasting, but also monthly for short-term trend tracking.
How Do Field Service Metrics Improve Performance?
Tracking field service metrics helps you identify what’s working and what’s not. Measuring job profitability, first-time fix rate, or customer satisfaction can pinpoint inefficiencies, leading to improved dispatching and scheduling, and an overall better customer experience.
For example, if your call booking is low, you need to invest in CSR coaching. Or if your average travel time is high, you might need to adjust dispatching zones and decrease the service area.
ServiceTitan can help.
By creating a Leader Scoreboard and displaying it for every technician to see, you add another layer of motivation. When teams see their numbers in real time, such as job completion rates, it fosters friendly competition but also drives performance and accountability.
What Are the Main Challenges in Tracking Field Service Metrics?
Tracking field service metrics can significantly improve performance. Doing it effectively, though, comes with headaches.
One of them is data accuracy. If the results are incomplete or inconsistent, it can lead to misleading reports and bad business decisions. This ties in with real-time tracking, as many businesses still rely on manual entry or outdated systems to gain insights into their performance.
Staff adoption is another problem, which means technicians or office staff aren’t trained to interpret the data properly and simply don’t understand its value. As a result, your metrics won’t reflect reality.
Lastly, scattered tools and spreadsheets make it difficult to get a centralized view of your business performance
But luckily, this is where ServiceTitan comes in handy.
In the following sections, let’s talk about how ServiceTitan helps you easily track and improve your field service metrics.
How to Track & Improve Your Field Service Metrics
Whichever field service metrics you choose to focus on, collecting and monitoring them will give you a clear picture of your business efficiency and indicate how you can optimize performance.
Unfortunately, many field service businesses don’t have processes in place to consistently track enough metrics or, in some cases, any at all. This leads to inefficient business operations.
Tracking these metrics sporadically is difficult. While it’s technically possible to look at service records and figure out a first-time fix rate, it’s tedious and could even be impossible if those metrics aren’t intentionally tracked in the first place.
As a result, the most reliable way to track these metrics is with software that automates the entire process. ServiceTitan ensures all metrics are tracked from the beginning so you don’t have to worry about gathering and analyzing incomplete pieces of information after the fact.
ServiceTitan software automatically captures and crunches all the numbers for you and presents the metrics in easily digestible dashboards, which you can use to improve your business performance and increase profitability.
Here’s an overview of how our software helps you monitor and improve on all the field service metrics we’ve discussed.
How ServiceTitan Helps Track Field Service Metrics
ServiceTitan’s dynamic dashboard lets you filter dozens of KPIs and metrics so you can track how your business is performing. Because you can monitor every marketing campaign, job, technician, and CSR, in real time, you gain deep insights into what’s working and what’s not.
Example KPIs include:
First-fix response times
Number of calls per day per technician
Number of memberships that are expired/canceled/renewed
Number of leads generated by a Google Ads campaign
Number of jobs booked per CSR/technician
Revenue generated from each advertising source
You can track revenue and trends by sorting data by date range or type of business and then drill down further into service requests, types of service, response times, technician, etc., to see exactly what’s driving revenue.
For example, if you own a plumbing business, you could track how many new heat pumps your company has installed in the last quarter using some of the field service metrics we’ve discussed in this article. Then you could filter the data to see what the average spend was, how many of those customers have signed service agreements, where those customers are located, which technicians carried out the work, and the average installation time. This information can flag the customers who should be included in a direct mail campaign to encourage them to book a service or take out a membership agreement with you.
This granular information can show where you should be focusing your efforts to drive further revenue.
Note: You can use our software's metric, the Titan Score, to determine if you’re fully exploiting ServiceTitan's capabilities. Available on your ServiceTitan account dashboard, the Titan Score aggregates performance metrics into seven business practices. Data shows that a higher Titan Score, indicating greater adoption of the software's features, correlates with significantly higher revenue.
Track Technician & CSR Performance
You can track technician and CSR activity using ServiceTitan’s scorecards.
Technician scorecards give business owners real-time updates on generated revenue and memberships sold for each technician. The CSR scorecard allows you to review incoming calls, conversions, and other CSR metrics when customers call your business.
Again, viewing the data at this level of detail gives you valuable insights so you can provide coaching, if needed, to keep your team agile and productive.
Execute and Track Marketing Performance
We discussed the customer acquisition cost metric above. With ServiceTitan Marketing Pro, you can attract leads with hyper-targeted marketing campaigns (such as email, direct mail, and Google Ads) and monitor your marketing efforts to see what’s working and what isn’t.
The ServiceTitan Marketing Scorecard allows you to track your ad campaigns and monitor how many calls—and how much revenue—each campaign has generated. You can drill down into the type of jobs booked as a result of a specific campaign.
The green highlighted areas of our Heat Map symbolize areas where you’ve generated the most revenue. This way, you know where to spend your ad dollars to see the biggest return. You can also use Service Titan’s heat map to view job locations. This helps you see which job locations are growth areas for your business, and which are not so you can adjust your marketing activities accordingly.
You can read more about executing marketing campaigns with ServiceTitan in these posts:
How ServiceTitan Helps Improve Performance & Increase Profitability
ServiceTitan’s field service management software streamlines your entire field service operations from call booking to billing by smoothing out inefficiencies and helping employee productivity.
Here’s a summary of the key features and how they help improve some of the specific field service metrics we’ve covered in this post:
Close More Jobs with Efficient Call Booking
Improve your call booking rate by using ServiceTitan’s call booking software, which speeds up the entire call booking process and increases customer satisfaction by:
Automatically populating customer information when the call comes in so your CSRs can greet customers by name.
Offering drop-down menus so that all the necessary information is collected and no opportunities are lost (such as closing an open estimate).
Providing property information such as age and size so that more opportunities can be spotted.
Recording calls so training can be given for calls that don’t convert.
Optimize Service Delivery with Smart Scheduling & Dispatching
We’ve mentioned how smart scheduling and dispatching software can help with a number of metrics, for example, job rate per day, average response time, tech utilization, and more.
ServiceTitan’s scheduling and dispatching software helps improve these important metrics by offering:
Intelligent schedule optimization that helps your dispatcher keep your techs flexible all day by adapting to traffic issues, appointment changes, and any other curveballs.
Automated job confirmations by text so that customers can conveniently confirm their appointments and their responses flow directly into your dispatch board.
Route optimization that tracks technicians, helps locate the most efficient routes, and sends the right tech to the right job.
Technicians can access all of this information efficiently and directly via our mobile app, which we’ll discuss next.
Keep Your Field Service Technicians Agile with ServiceTitan Mobile
The ServiceTitan Mobile app replaces a wide range of paper-based processes—invoices, estimates, memberships, contracts, etc.—and can be accessed by techs from any device.
With ServiceTitan Mobile, techs can do the following when they are out on service calls:
Access work order and customer information in real time so they’re always prepared for each job.
Build instant digital estimates with accurate pricing and product information that customers can approve on the spot.
Offer customers financing options so estimates can be confirmed quickly.
Maximize upselling opportunities such as maintenance contracts that bring in more revenue.
Create invoices and take payments directly from customers so you get paid faster.
Making these processes more efficient and accessible helps service companies improve metrics such as service contract attach rate, service-to-cash rate, and tech utilization.
Boost Customer Metrics by Delivering Awesome Customer Service
ServiceTitan’s software helps you monitor your customer satisfaction rate by automatically sending a survey request to customers after a job has been completed. This makes it easy for customers to share their experience on an online review site (Google, Yelp, etc.) while it’s still fresh in their minds.
ServiceTitan also offers a reputation management tool that automates sending review requests to customers, lets you reply to reviews, and provides insight into how specific technicians are performing. Responding swiftly to reviews (good and bad) increases your chances of improving your customer retention rate.
Learn more about how to ask customers for reviews to improve your online rankings.
Track & Improve Your Field Service Metrics with ServiceTitan
The metrics you choose to focus on will depend on your individual business, but it’s crucial that you have a reliable system to track them intentionally.
Whichever metrics you monitor, using field service management software like ServiceTitan to track your field service KPIs and manage all your other business operations helps you make data-driven decisions that boost business performance and increase profitability.
To see how ServiceTitan can help you set up and track field service metrics for your field service business and streamline your operations to increase revenue, sign up for a free demo.
ServiceTitan is an all-in-one platform built for home service businesses. It helps contractors streamline their operations, track key performance metrics, and make data-driven decisions that fuel growth.
ServiceTitan Software
ServiceTitan is a comprehensive software solution built specifically to help service companies streamline their operations, boost revenue, and substantially elevate the trajectory of their business. Our comprehensive, cloud-based platform is used by thousands of electrical, HVAC, plumbing, garage door, and chimney sweep shops across the country—and has increased their revenue by an average of 25% in just their first year with us.
