The Service Operator
Checklist

The 5‑KPI Weekly Scoreboard (ServiceTitan • Jobber • Housecall Pro)

A one‑page Friday‑pull/Tuesday‑review checklist that defines five weekly KPIs, shows exactly where to pull them in ServiceTitan, Jobber, Housecall Pro, CallRail, or RingCentral, and gives ‘If Red, Do This’ plays. Built for owner‑operators who want fewer leaks from call to cash, fast.

Use this one‑page, Friday‑pull/Tues‑review checklist to keep five numbers tight: calls answered, first response speed, estimate close rate, schedule utilization, and days to cash. It’s written for shops on ServiceTitan, Jobber, or Housecall Pro with CallRail or RingCentral handling phones; lock your definitions once, then run this every week in 10–15 minutes.

  1. 1

    Set the cadence and ownership

    Decide who pulls the numbers every Friday by 3:00 pm and who runs a 15‑minute Tuesday stand‑up (CSR + dispatch + owner); store the scoreboard in a shared doc or sheet everyone can see.

  2. 2

    Lock definitions and business hours

    Write down exactly how you’ll calculate each KPI (e.g., ‘missed’ vs ‘abandoned’ in RingCentral, ‘job completion’ vs ‘invoice date’ for cash) and the business‑hours window you’ll use; don’t change it mid‑season.

  3. 3

    Baseline the last 4 weeks

    Pull each KPI for the last four full weeks and add simple targets: missed calls ≤10% (stretch ≤5%); ≥80% first responses ≤15 min (push <5 min on web/LSA); close rate 25–35% marketing / 70–85% tech‑generated; utilization 85–90% with a daily rescue slot; ≥80% invoices paid ≤7 days or avg days ≤7.

  4. 4

    KPI 1 — Missed‑Call Rate

    Definition: % of inbound calls during business hours that did not reach a live answer; formula: missed ÷ total in‑hours; target ≤10% (stretch ≤5%). Pull it: CallRail Reports > Missed Calls + Calls by Day & Time (filter to business hours/number/source) or RingCentral Analytics > Performance Reports > Missed/Abandoned by queue (note definition differences); If red this week: stagger lunches, turn on auto text‑back to missed calls, and route LSA/web lines to a priority ring group.

  5. 5

    KPI 2 — % First Response ≤15 Minutes (Speed‑to‑Lead)

    Definition: % of new leads (web, LSA, missed calls, SMS) that receive the first human or automated reply within 15 minutes; formula: count(leads first‑touched ≤15 min) ÷ total leads; target ≥80% (aim <5 minutes for web/LSA). Instrument/pull: enable auto text‑back on missed calls (CallRail/VoIP), capture first_contact_at in your CRM via native fields or Zapier/Make, then report from CRM/CallRail timestamps; If red: SMS auto‑acknowledge, route web/LSA to a priority queue, and assign a first‑response owner per source.

  6. 6

    KPI 3 — Estimate Close Rate (split by lead type)

    Definition: % of estimates approved (won) out of won+lost in the period; targets: marketing 25–35%, tech/self‑generated 70–85%. Pull it: ServiceTitan Reports > Technician Close Rate or CRM Insights (ensure estimate/job status hygiene); Jobber Insights > Reports > Quotes Report; Housecall Pro Reporting > Conversion Rate; If red: use a 3‑option estimate (good/better/best), run a 3‑touch follow‑up (Day 0 text, Day 2 call, Day 5 final), and fix status hygiene so ‘lost’ is marked consistently.

  7. 7

    KPI 4 — Schedule Utilization (Capacity Fill)

    Definition: booked labor hours (incl. travel buffers) ÷ available crew hours for the week; target 85–90% average with one daily rescue slot per crew (don’t chase 100%). Pull/compute: ServiceTitan Dispatch/Adjustable Capacity Planning or export job list with durations; Jobber Calendar + Insights; Housecall Pro Calendar; quick calc: 3 crews × 8h = 24h/day; booked 20h → 83% util; If red <85%: open Web Scheduler and call unsold estimates; if >90% with delays: hold the rescue slot, widen windows, and cut low‑value same‑day add‑ons.

  8. 8

    KPI 5 — Days to Cash or % Paid ≤7 Days

    Definition: speed from job completion or invoice date to payment; track avg days to paid and/or % of invoices paid ≤7 days; targets: avg ≤7 days or ≥80% paid ≤7 days. Pull it: ServiceTitan AR Aging/Payments Collected; Jobber Insights Dashboard + Payments Reports; Housecall Pro Reporting > Invoices > Aging; If red: send same‑day invoices with online payments enabled, require field payment on COD jobs, and schedule auto reminders (Day 3 and Day 7) with card‑on‑file for memberships.

  9. 9

    Fill this week’s scoreboard

    Enter each KPI, your target, and this week’s value; example columns: KPI | Target | This Week | 4‑Week Avg | Red/Yellow/Green | One Play.

  10. 10

    Color‑code and choose one play

    Mark any KPI outside target as red, near target as yellow, and inside target as green; pick exactly one red KPI and write the specific ‘Do this by Friday’ play with an owner and due date.

  11. 11

    Save report filters and schedule reminders

    Favorite or save each platform view (business‑hours filter, date range = last full week), and set a recurring Friday 2:30 pm reminder to pull and paste the five numbers.

  12. 12

    Run the Tuesday 15‑minute stand‑up

    Read the five numbers out loud, ask ‘Which one is red and what’s the one change we ship by Friday?’, confirm owners, and stop there—no dashboard rabbit holes.

  13. 13

    Review targets monthly and ratchet

    If a KPI is green two weeks in a row, raise the bar slightly (e.g., 70%→75%→80% first‑response, 75%→80% paid ≤7 days); if it’s red four straight weeks, fix instrumentation or right‑size the target before changing the process.