20 Home Service KPIs: The Complete Metrics Playbook for Contractors Doing $1M+

The $1M to $10M band is the graveyard for contractors who confuse activity with progress. Revenue doubled, profit did not. Headcount grew, per-tech output fell. Marketing spend climbed, close rate sank. The KPIs below are the 20 that separate shops that cross $10M from shops that plateau at $3M.

Benchmarks come from ServiceTitan, Invoca, Hatch, LocaliQ, Jobber, and Housecall Pro's 2024 to 2026 data. The prompt example at the end of each item is exactly how to pull it from your CRM without building another dashboard.

Lead and intake KPIs

1. Call Booking Rate

Booking rate = booked calls / inbound opportunities. Industry average 42 percent, plumbing highest at 43 percent, top operators clear 70 percent per ServiceTitan.

The biggest lift almost always comes from CSR-level coaching and recording. Tommy Mello publicly tracks booking rate per CSR weekly at A1 Garage Door and coaches the bottom third every Friday.

Text Sully: "booking rate this week by CSR, sorted lowest to highest"

2. Missed Call Rate

Missed calls / total inbound calls. Invoca: 27 percent of home services calls go unanswered. Each missed call costs roughly $1,200.

Plumbing sits at 34 percent missed. Pest control and auto repair answer at 75 to 79 percent. After-hours is the worst offender for HVAC and plumbing.

Text Sully: "missed calls yesterday with phone numbers I have not called back"

3. Speed to Lead (Minutes)

First-contact time minus lead-arrival time. Under 5 minutes is 21x more likely to qualify than 30 minutes. 88 percent of contractors take longer than 5 minutes per Hatch data on 132,188 campaigns.

Lead aging is non-linear. The decay from minute 1 to minute 5 is steeper than minute 5 to minute 60. See AI lead qualification agents for home services.

Text Sully: "average speed to lead yesterday by source, plus the worst 10 laggers"

4. Form-Fill and Web Lead Conversion Rate

Booked jobs / web form submissions. Top home service sites convert 25 to 35 percent of inbound web leads to booked jobs. Shops without automated follow-up land at 8 to 15 percent.

A five-touch automated follow-up sequence lifts close rate on unconverted estimates by 8 to 12 points per Jobber data. See AI chatbot for contractor website booking.

Text Sully: "web leads from last 30 days and what percent booked"

5. Cost Per Lead by Channel

Marketing spend / leads, broken out per channel. LocaliQ 2025: home services CPL averages $90.92. Pools and cleaning run $45 to $55. Roofing and windows run $200+.

CPL alone is a vanity number. Pair it with booked rate and close rate per source to get cost per booked job, then cost per sold job.

Text Sully: "cost per booked job by channel last 90 days"

Sales and conversion KPIs

6. Close Rate (Sold Jobs / Quoted Jobs)

Jobs sold / jobs quoted. Top operators: 35 to 45 percent on replacement, 60 to 70 percent on repair. Mid-tier shops: low 20s on replacement.

Lift comes from options given per call. Three-option presenters close at 38 to 44 percent. Single-option presenters close at 18 to 22 percent. Same techs, same customers.

Text Sully: "close rate on quotes over $2,000 by tech last 60 days"

7. Average Ticket (AOV)

Revenue / completed jobs. ServiceTitan: average repair revenue climbed from $818 in 2021 to $1,205 in 2025. Plumbing AOV benchmarks around $445 across all call types.

Break out by job category. Maintenance, diagnostic, repair, and replacement each have distinct AOV targets and different margin profiles.

Text Sully: "average ticket by job type and trade last 30 days"

8. Sold Revenue Per Opportunity (Opportunity Job Average)

OJA = total revenue from opportunity jobs / opportunity job count. Tommy Mello has said A1 Garage Door runs an OJA target of $800 with a 65 percent conversion rate. Excludes no-charge and warranty work that inflates the true-ticket number.

This is the KPI that tells you whether your sales process is improving or whether you just had a busy week.

Text Sully: "opportunity job average this month versus last month, by tech"

9. Options Presented Per Call

Number of priced options / opportunity job. Peterman Brothers tracks this as an "effort KPI" that predicts the close-rate "execution KPI" 30 to 60 days later.

Target 3+ options on every replacement, 2+ on every major repair. If techs present 1, you have a training problem, not a hiring problem.

Text Sully: "options presented per replacement quote, by tech last 30 days"

10. Membership (Club Plan) Attach Rate

New memberships / eligible service calls. Baseline 40 to 50 percent, best-in-class 60 to 90 percent.

Members generate 2.5x the revenue of non-members and have 2.5 to 3x the LTV. This is the single most predictive metric for next year's revenue.

Text Sully: "new memberships sold this week and total active members"

Operations and dispatch KPIs

11. First-Time Fix Rate

Jobs fixed on first visit / total service visits. Top operators 85 percent+, industry average 75 percent.

10-point lift on a 4,000-job shop eliminates 400 truck rolls, worth roughly $70K in recovered margin. The fix is usually truck stock and dispatch notes, not tech skill.

Text Sully: "first-time fix rate by tech and by job type, last 60 days"

12. Technician Utilization Rate

Billable hours / available hours. Field service range 60 to 80 percent. Honest home service number 30 to 50 percent per ServiceTitan, because of drive time, callbacks, and dispatch gaps.

A 10-point lift on a 12-tech shop at $200 per billable hour is roughly $500K in annual capacity. Most of it comes from AI dispatchers cutting drive time.

Text Sully: "tech utilization this week, billable hours over available hours, ranked"

13. Revenue Per Technician

Trailing 12-month revenue / field headcount. HVAC $150K to $250K. Plumbing top operators $250K+. Electrical $180K to $230K.

Drops three weeks in a row signal a dispatch or pricing problem, not a labor problem. Peterman Brothers rode per-tech KPIs from $50M to $90M in 12 months.

Text Sully: "revenue per tech trailing 90 days, ranked, versus same period last year"

14. Jobs Completed Per Technician Per Day

Completed jobs / active tech days. Varies wildly by trade: HVAC service 2 to 4 per day, plumbing drain cleaning 4 to 6 per day, electrical 3 to 5 per day.

Less useful in isolation than utilization rate, but easy to explain to field staff and easy to gameify.

Text Sully: "jobs completed per tech per day last 30 days"

Customer and retention KPIs

15. Review Velocity and NPS

New 4 and 5 star reviews / month. BrightLocal 2024: 27 percent of consumers say reviews from past 2 weeks impact decisions. 88 percent prefer businesses that reply to every review.

Home services NPS rebounded to 42 in 2026 per Retently. Shops generating 20+ reviews per month typically outrank larger competitors on Google Maps. See AI review generation.

Text Sully: "reviews from the last 14 days with rating and which tech was on the job"

16. Customer Lifetime Value

Revenue per customer across full relationship. HVAC LTV around $15,340 per Housecall Pro 2026 data. Members run 2.5 to 3x non-members.

LTV is slow to prove. Use leading indicators (membership attach, recall rate, review velocity) to trend it in real time.

Text Sully: "average revenue per member over 3 years versus non-member"

17. Reactivation Rate

Dormant customers (18+ months silent) who re-engage. 4 to 12 percent conversion on a targeted reactivation campaign with a clear offer.

On a 25,000-customer database with 30 percent dormant (7,500), a 6 percent reactivation rate is 450 jobs at $300 AOV = $135K per campaign. The database is already paid for. See AI customer reactivation.

Text Sully: "customers with no job in 18+ months who previously had a tune-up or service"

Financial KPIs

18. Gross Margin by Job Type

Gross margin = (revenue minus direct cost) / revenue. Plumbing contribution margin benchmarks 71 percent. HVAC installs 35 to 45 percent gross margin. Service calls 55 to 70 percent.

If you cannot pull gross margin by job type weekly, you are flying blind on pricing. Flat-rate adoption is the fastest path to a 5 to 10 point gross margin lift.

Text Sully: "gross margin by job type this month, flagging anything below target"

19. Days Sales Outstanding (DSO)

Average days from invoice to payment. Trades DSO averages 56 days. Top home service operators pull it under 30 days through same-day invoicing and auto-charge on memberships.

Invoicing within 24 hours of completion cuts DSO by 5 to 8 days on its own per Foundation Software. Techs closing out jobs 2 to 3 days late on the iPad is the hidden culprit in most shops.

Text Sully: "invoices over 30 days past due, sorted by amount"

20. LTV to CAC Ratio

LTV / customer acquisition cost. Healthy benchmark 3:1 or better. Under 2:1 means marketing is subsidizing the business.

Home service CAC runs $200 to $800 per LocaliQ and industry data. HVAC CAC around $300 in most markets. Referral CAC sits at $50 to $100 with an incentive program.

Text Sully: "LTV to CAC ratio by lead source over the last 12 months"

A practical 20-KPI weekly cadence

Twenty metrics is more than any owner can pull every morning. The practical cadence splits them into daily, weekly, and monthly cycles.

Daily (3 metrics): booking rate by CSR, missed calls, speed to lead. These move fastest and cost the most per day they are ignored. A shop that answers 8 AM Tuesday with a 22 percent missed-call rate fixes it by Wednesday afternoon. A shop that finds out at the monthly review loses $40K of bookings before the fix lands.

Weekly (8 metrics): close rate, average ticket, membership attach rate, first-time fix rate, revenue per tech, review velocity, tech utilization, and cost per booked job by channel. These drift slowly and reveal coaching targets.

Monthly (9 metrics): LTV, CAC, LTV to CAC ratio, gross margin by job type, DSO, OJA, options per call, jobs per tech per day, and reactivation rate. These are trend metrics. Month-over-month movement tells the story.

The metric that actually matters

Every KPI above is a lagging indicator of something more basic: how fast does the owner know when something is broken? A shop that pulls booking rate on Monday morning fixes the CSR problem by Wednesday. A shop that sees it in the monthly review fixes it in six weeks, after losing $80K in missed bookings.

That is why chat beats dashboards. Dashboards are built once and rot slowly. Chat-based KPI retrieval is live, against the current data, company-filtered, and asked exactly when you have the question. Sully connects to ServiceTitan, Housecall Pro, Jobber, Workiz, and the rest of your stack and answers in plain English. The question gets asked, the number comes back, the decision gets made.

$1M to $10M is the band where operational habits compound. The owners who install weekly KPI habits at $2M are the ones who cross $10M. The owners who wait to install them at $7M usually stall out because the operational muscle was never built when the business was small enough to learn it cheaply.

See how to build an AI agent for home services for what the infrastructure looks like underneath.

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