Understanding Business Insights and KPIs

Opening Insights

Tap Insights in the navigation. The dashboard shows your key performance indicators (KPIs) for the current month alongside trend sparklines so you can see at a glance whether things are improving or declining.

Revenue Metrics

Total Revenue: All invoiced amounts in the selected period. Use the date range picker to switch between this month, last month, last 90 days, or a custom range.

Collected Revenue: Money actually received (paid invoices). This is more important than billed revenue — it reflects real cash in the business.

Revenue per Job: Total revenue ÷ number of completed jobs. Track this over time — if it's declining, your prices may be too low or you're doing too many small jobs.

Revenue per Technician: Shows how much revenue each team member generates. Helps with staffing decisions and identifying your top performers.

Operational Metrics

Job Completion Rate: Completed jobs ÷ total scheduled jobs. A rate below 90% suggests too many cancellations, holds, or no-shows — each warrants investigation.

First-Time Fix Rate: Jobs resolved on the first visit ÷ total jobs. Aim for 85%+. Low rates indicate technicians may be under-prepared or jobs are under-scoped.

Average Job Duration: Actual hours spent on jobs vs. estimated hours. Consistently running long signals your estimates need adjustment.

Utilisation Rate: Productive hours (working on jobs) ÷ total available hours. Industry target is 75–85%. Below 70% means you have excess capacity; above 90% suggests you're at risk of burning out the team or missing jobs.

Customer Metrics

New Customers: First-time customers in the period. Important for understanding growth.

Returning Customer Rate: Percentage of jobs from repeat customers. High rates mean your service quality earns loyalty.

Average Customer Lifetime Value (LTV): Total revenue ÷ number of customers. Growing LTV means customers are spending more over time.

Net Promoter Score (NPS): Derived from survey responses — measures how likely customers are to recommend you. Aim for 50+.

Drilling Down

Tap any KPI card to drill into the underlying data. For example:

• Tap Revenue per Job to see a breakdown by service type — revealing which services are most profitable.
• Tap First-Time Fix Rate to see which technicians or job types have the lowest rate.

Using Insights for Decisions

• Pricing: If revenue per job is growing but profit margin isn't, your material and labor costs are rising faster than your prices.
• Staffing: If utilisation is consistently above 90% and you're turning away work, it's time to hire.
• Marketing: If new customer acquisition is flat but returning customer rate is high, invest more in referral programs rather than advertising.
• Retention: Monitor at-risk customer counts monthly — a growing at-risk list means your follow-up process needs attention.