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This section defines each of the KPIs.
Average Revenue Per Hour is the revenue generated from service calls during the total overall hours worked by the technician. Average Revenue Per Billable Hour is the revenue generated during the time spent on billable service calls
Percent Of Revenue Goal From Opportunity is the technicians daily revenue goal adjusted for their opportunity to bill based on how they were dispatched.
Billable Index shows your technicians billing performance against the expected revenue per billable hour.
Billing Efficiency measures the technicians billing skills against your billing format of flat rate or time and material.
Residential Collection COD is the percentage of time the technician collects on a residential service call before leaving the location.
Maintenance Agreement Efficiency measures the performance of the technician against the structure of the maintenance agreement in the time allotted.
Maintenance Call Efficiency measures the performance of the technician against the structure of the maintenance agreement in time, parts and accessories.
Average Repair Revenue Per Hour is the revenue produced on a maintenance service call from sales of accessories or additional repairs performed that are outside of the structured maintenance agreement. Profitability Average Contribution Per Hour is all revenue generated from service calls plus the maintenance monies earned from your escrowed maintenance account after performing maintenance agreement call during the total overall hours worked.
Percent Of Revenue Goal From Opportunity – Blended is the same as the Percent Of Revenue Goal From Opportunity in the Revenue section, with the exception of the additional element of adding in the labor credits from performing scheduled maintenance agreements, thus the word "blended”.
Performance Indicator – Overall Hours is the fully loaded labor paid out to the technician compared with the overall revenue generated.
Performance Indicator – Billable Hours is the fully loaded labor paid out to the technician compared with the revenue generated during billable service calls. Performance Indicator – Overall Blended Hours is the same as the Performance Indicator – Overall Hours with the exception of the additional element of adding in the labor credits from performing scheduled maintenance agreements, thus the word “blended”.
Sales Leads –Overall are the bona fide sales leads generated from all service calls. A bona fide sales lead is defined as the service technician educating and informing the homeowner about new high efficiency products and accessories versus the current repair being made, or the under-performing product and/or systems currently in place. Once the technician has educated and informed the customer and they are ready to learn more from a sales person, the service technician then contacts their company’s sales coordinator and makes sure the homeowner has a sales appointment set before they leave the home
Sales Leads – Old Equipment is the same as Sales Leads – Overall except the opportunities are restricted to service calls where the equipment age is Old.
Maintenance Agreements Sold – Overall are the new maintenance agreements sold by the technician while on a service call.
Maintenance Agreements Sold – Old Equipment is the same as Maintenance Agreements Sold – Overall except where the equipment age is Old.
Manpower shows the actual utilization of the technician.
Billable Labor Ratio is the ratio of time spent on billable service calls to all non-productive time.
Percent Of Total Service Calls and Percent Of Total Travel Hours together represent the Travel Efficiency. The properly traveling technicians will do a higher percent of the total service calls and use a lower percent of the total travel hours.
First Time Completion Percentage is the percentage of the time a technician completes a service call on the first visit.
Call Back Percentage is the percentage of their original service calls that resulted in a call back.
Total Points is the number of points accumulated from the SuperTech 500 bonus system.
Super Contribution includes revenue generated from the sales of parts and labor on service calls, labor credits awarded from escrowed monies for performing maintenance agreement service calls and awarding credit to the technician for obtaining sales leads. |