Which KPIs should a home service business actually track?
Start with a five-metric spine: booked jobs, average ticket, revenue, booking rate on inbound calls, and marketing cost per booked job. Those cover demand…
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Dashboards & Reporting
Management reporting people actually read.
How many metrics should be on one dashboard?
For an executive view, roughly five to nine — about what a person can hold in their head and compare against expectation in one pass. Operational views ca…
Does our reporting actually need to be real time?
Only if someone will act inside the refresh window. Dispatch and call handling justify minutes. Marketing spend justifies daily. Revenue and margin rarely…
What's the difference between an executive dashboard and an operational one?
An operational dashboard supports work happening now — today's calls, today's board, estimates aging — so it refreshes often and shows rows you can act on…
What is exception reporting, and why is it better than a dashboard?
Exception reporting surfaces only what falls outside an expected range — a bookable call that never booked, a completed job that was never invoiced, a cam…
Why can nobody explain a number on our dashboard?
Because most dashboards show levels, not causes. A number is actionable only when the reader can get from it to the specific records behind it in a couple…
Two reports disagree. How do I find out which one is wrong?
Usually neither is wrong; they are answering different questions. Work through four causes in order: date basis, filters, definition, then source system. …
How do you get numbers in front of people who will never open a dashboard?
Deliver the number inside a tool they already have open. A line on the dispatch board, a task in the CRM, a text to a manager, a short email waiting at th…
How fresh does dashboard data need to be, and why does the 'as of' time matter?
Freshness should match the decision. Dispatch needs minutes; marketing and revenue reporting are usually fine at a few hours or overnight. What matters mo…
How do I clean up a pile of dashboards nobody uses?
Measure use before you redesign anything. Pull view logs for the last quarter, list every dashboard with its distinct viewers and last-opened date, and ar…
Why does nobody actually open the dashboard we paid for?
Because a dashboard is a pull system: it asks the viewer to remember to open it, scan it, decide whether anything changed, and work out what to do. Most p…
Why doesn't my dashboard match what I see in ServiceTitan?
Almost always one of four things: a different date field, a different status filter, a timezone or day-boundary difference, or a refresh lag. Reporting pu…
What's the difference between a daily brief and a dashboard?
A dashboard shows current state and leaves the interpretation to you. A brief is written: it names what changed since the last one, offers the likely caus…
How do you compare locations fairly when they are different sizes and markets?
Normalize by capacity and demand instead of ranking raw totals. Revenue per technician-day, booked jobs per available slot and cost per booked job travel …
How do I set alert thresholds that don't turn into noise?
Derive the threshold from the metric's own normal variation instead of a round number. Look at several weeks of history, find the typical swing, and alert…
How many alerts is too many, and how do I stop people ignoring them?
Budget alerts by the responder, not by the system. Most people can absorb a handful a week and still act on each. Past that, response collapses and the wh…
Is statistical anomaly detection worth it, or are fixed thresholds fine?
Fixed thresholds are fine when you know the level that demands action: a queue past a certain wait, a location with no jobs dispatched by mid-morning. Sta…
What makes a KPI actually actionable?
Three things together: a named owner, a lever that person controls, and a known expected range so they can tell whether today is unusual. Miss any one and…
When should a dashboard show a median or a percentile instead of an average?
Whenever the thing measured has a long tail: ticket size, handle time, speed to answer, days to close. One replacement job can pull average ticket above a…
Why do alerts sent to a shared inbox never get acted on?
Because responsibility diffuses. An alert addressed to a group is addressed to nobody, and each recipient assumes someone else has it. Route each alert to…
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