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Revenue & Performance

What KPIs should an electrical service business track?

By , Operations Coach, Team SPGPublished 2 min read

Track five daily KPIs for every technician: close rate, average ticket, maintenance-plan conversion, callback rate, and revenue per tech per day. These five numbers drive revenue, quality, and growth. Track them on paper if needed. Post them where techs see them. No shop needs more until these five are a habit.

Why the 12-KPI dashboard fails

Most online lists show ten or more KPIs: utilization, first-time-fix, NPS, schedule adherence. All are real, but most are not used. The typical dashboard is built, shown off, and ignored by month two. The KPIs that stick are the ones a tech can move tomorrow and you can collect in under a minute a day.

The five KPIs that matter

  1. Close rate: sold opportunities ÷ total opportunities
    This is the most important number in a service shop. The median for coached electricians is 65.7%. Track it by tech. A shop average hides weak links. Raise close rate to grow revenue without more leads or ads.

  2. Average ticket: revenue ÷ sold jobs
    This shows if techs are selling full solutions or just fixing symptoms. The coached shop median is $1,511. Always check average ticket against close rate. If ticket climbs but close rate drops, someone is overquoting.

  3. Maintenance-plan conversion: plans sold ÷ plans offered
    Maintenance plans turn one-time jobs into repeat business. The median conversion at coached shops is 34.9%. If you do not track this, you are missing recurring revenue.

  4. Callback rate: callbacks ÷ total jobs
    This is your quality check. If callbacks climb while ticket and close rate do, push pause. Callback rate should stay in the low single digits. Rising callbacks mean a tech or process needs attention now.

  5. Revenue per tech per day
    This is the catch-all. It combines ticket, close rate, and job count. Watch this trend week by week. If a tech or truck’s number drops for more than a few days, find out why. Early action here is worth months of lost revenue.

How to start tracking this week

  1. Write down four numbers for every tech at the end of each day: opportunities run, jobs sold, revenue, and maintenance-plan offers/sales.
  2. Post results where everyone can see them. A whiteboard in the shop is better than a file nobody opens.
  3. Talk about one metric per week at your team meeting. Focus on trends, not excuses.
  4. Coach techs on close rate and maintenance-plan habits. These numbers move fastest with daily attention.
  5. Do not add other KPIs until these five are tracked without fail. Habit first, automation later.

What we recommend

Track all five KPIs daily and post them somewhere visible. Tracking is half the coaching. Techs who see their own numbers adjust faster than those who get a monthly report. The Team SPG portal lets you track these for free. Do not build a bigger dashboard until these five are routine.

Nick Hattaway headshot

— Operations Coach, Team SPG

Nick started his professional career as an Officer in the USMC. Upon leaving the Marine Corps, Nick joined the private sector and has over 9 years of experience leading and managing construction service companies. Starting as a Service Manager for a large plumbing department, he quickly demonstrated his mastery of training technicians to achieve and exceed their Key Training Indicators (KTI). Due to his success, Nick was promoted to Operations Manager and implemented and executed key initiatives that increased revenues from $7 to $10 million while producing a consistent 20% net profit for the company. As the operations manager he was integral in running all aspects of the business to include warehousing, administration, call center operations, human resources, and marketing. Nick also has extensive experience HVAC and Fireplace companies and has led multiple organizations across the continental United States as a coach, General Manager, and owner. He loves rolling up his sleeves and getting into the business operations with owners and key leaders of companies. His goal is to help provide them success so that they can increase the general quality of life for all key stakeholders. Nick is passionate about the outdoors and traveling and is excited to visit your company.

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Related questions

How often should an electrical contractor review KPIs?

Collect every day, review each week, and act each month. Daily tracking makes weekly review useful. Monthly-only tracking is too late to fix problems.

What's the most important KPI for an electrical service shop?

Close rate. It raises revenue without new leads or trucks. The median is 65.7%. Track it for every tech, not just the shop average.

Do I need software to track these?

No. You can use a whiteboard and daily texts. Software helps later. The free Team SPG portal tier tracks these numbers per tech if you want to skip spreadsheets.

Why not track more than five KPIs?

Most shops fail at KPIs because they try for too many. Five daily numbers, visible to the team, beat twelve numbers buried in a spreadsheet. Start here. Expand only after it becomes a habit.

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