Field Service KPIs: Track These 15 Metrics to Double Your Profits

You can't improve what you don't measure. Yet most contractors track vanity metrics that don't drive profits. This guide reveals the 15 KPIs that actually matter and how to use them to double your bottom line.

The Problem with Traditional Metrics

What Most Contractors Track

Why These Metrics Mislead

The 15 Essential Field Service KPIs

1. Average Ticket Value (ATV)

Formula: Total Revenue ÷ Number of Jobs

Target: Increase 10% annually

Why It Matters: Reveals pricing power and upselling effectiveness

Improvement Strategies:

Real Impact: Increasing ATV from $300 to $350 = $60,000 annual revenue boost (for 100 jobs/month)

2. First-Time Fix Rate

Formula: Jobs Completed on First Visit ÷ Total Jobs × 100

Target: >85%

Why It Matters: Customer satisfaction and efficiency driver

Improvement Strategies:

3. Technician Utilization Rate

Formula: Billable Hours ÷ Available Hours × 100

Target: 75-85%

Why It Matters: Measures productive time vs. overhead

Breakdown of Ideal Day:

4. Customer Acquisition Cost (CAC)

Formula: Total Marketing Spend ÷ New Customers

Target: <20% of customer lifetime value

Why It Matters: Ensures profitable growth

Include in Calculation:

5. Customer Lifetime Value (CLV)

Formula: Average Ticket × Annual Frequency × Customer Lifespan

Target: 5x CAC minimum

Why It Matters: Guides marketing investment decisions

Example Calculation:

6. Net Promoter Score (NPS)

Formula: % Promoters - % Detractors

Target: >50 (World class: >70)

Why It Matters: Predicts growth through referrals

Survey Question: "How likely are you to recommend us? (0-10)"

7. Schedule Efficiency Rate

Formula: Completed Jobs ÷ Scheduled Jobs × 100

Target: >95%

Why It Matters: Measures operational effectiveness

Common Killers:

8. Revenue Per Technician

Formula: Total Revenue ÷ Number of Technicians

Target: $200,000+ annually

Why It Matters: Indicates if you need more techs or better productivity

Improvement Levers:

9. Days Sales Outstanding (DSO)

Formula: (Accounts Receivable ÷ Total Sales) × Days in Period

Target: <30 days

Why It Matters: Cash flow is king

Reduction Strategies:

10. Callback Rate

Formula: Callbacks ÷ Total Jobs × 100

Target: <5%

Why It Matters: Quality indicator and profit protector

Root Causes:

11. Gross Margin Per Job

Formula: (Revenue - Direct Costs) ÷ Revenue × 100

Target: >60%

Why It Matters: Ensures profitable work

Direct Costs Include:

12. Lead Conversion Rate

Formula: New Customers ÷ Total Leads × 100

Target: >30%

Why It Matters: Marketing effectiveness measure

Conversion Points to Track:

13. Employee Satisfaction Score

Formula: Survey-based (1-10 scale)

Target: >8.0

Why It Matters: Happy employees = happy customers

Key Survey Topics:

14. Maintenance Agreement Renewal Rate

Formula: Renewed Agreements ÷ Expiring Agreements × 100

Target: >85%

Why It Matters: Predictable revenue and customer retention

Renewal Drivers:

15. Emergency Response Time

Formula: Average time from call to arrival

Target: <2 hours

Why It Matters: Premium pricing justification

Optimization Tactics:

Building Your KPI Dashboard

Daily Metrics (Operations Focus)

Weekly Metrics (Performance Focus)

Monthly Metrics (Strategic Focus)

Quarterly Metrics (Growth Focus)

Setting Up Tracking Systems

CRM Configuration

Manual Tracking Needs

Red Flag Thresholds

Immediate Action Required:

Warning Signs:

Using KPIs to Drive Decisions

Weekly Team Meetings

Review:

Monthly Strategy Sessions

Analyze:

Quarterly Business Reviews

Evaluate:

Common KPI Mistakes

1. Tracking Everything

Problem: Analysis paralysis

Solution: Focus on 5-7 key metrics

2. No Action Plans

Problem: Numbers without improvement

Solution: Every KPI needs an owner and plan

3. Unrealistic Targets

Problem: Demotivated team

Solution: Incremental improvement goals

4. Inconsistent Measurement

Problem: Unreliable data

Solution: Standardized definitions and process

5. Lacking Context

Problem: Misinterpretation

Solution: Compare to history and industry

Technology for KPI Tracking

Built-in CRM Analytics

Additional Tools

Building a KPI Culture

Make It Visible

Make It Relevant

Make It Actionable

Conclusion

The right KPIs transform your business from reactive to proactive, from guessing to knowing, from hoping to achieving. Start with 5 core metrics, master them, then expand. Remember: the goal isn't perfect data—it's better decisions.

Every 1% improvement in these KPIs compounds into dramatic profit growth. Track religiously, improve consistently, and watch your business transform.

Ready to implement data-driven management? Use our [CRM Comparison Tool](/tools/comparison-tool) to find systems with robust analytics, or calculate the impact of improvements with our [ROI Calculator](/tools/roi-calculator).