How does your service operation measure up to these metrics? photo by

How does your service operation measure up to these metrics?

Number of Booked Calls should be between 92%-100%. Technician Close Percentage (the national average is 82%. Anything above that average is acceptable). Recommendations (additional work suggested by the tech but not booked on a sold job) the techs should suggest something on 100% of jobs. Average Ticket for each technician (cumulative sales/number of sold service calls) The national average is $513.

How should you measure the success of your service operation? What are the Key Performance Indicators that you can use to judge the performance of both your customer service reps and your service techs?

Quality Service Contractors Business Coach Beth Dobkin has spent her career figuring out what to measure in a service operation and what those KPIs should be. Dobkin started with her husband’s plumbing and HVAC service company, which they sold to a Fortune 500 company in 2000. Th

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