The Five-Number Weekly Scoreboard (ServiceTitan • Jobber • Housecall Pro)

• Week runs Monday–Sunday. Pull on Tuesday by 9:30am.
• Set timezone and Business Unit filters once and save them. Use the same filters every week.
• One owner (you or dispatcher) pulls all five; same person posts the scoreboard to the team channel.

• Missed‑call rate: ≤10%.
• First responses <15 minutes: ≥80%.
• Estimate close rate: 55–65%+ in season.
• Schedule utilization: 85–95% of available tech hours booked.
• % collected ≤7 days (from invoice date): ≥75%. Note: The <15‑minute standard is backed by primary research showing sharp drop‑offs when follow‑up is delayed; use it as your weekly bar.

Definition: (Missed inbound calls ÷ total inbound calls) × 100%. Decide once if you include “short abandoned” and after‑hours; keep that rule consistent. Target: ≤10%. Where to pull:

• ServiceTitan: Phones/Contact Center → Abandoned Calls. Filter date/BUs. Export if needed. Gotcha: “Abandoned” ≠ “Unbooked.” Short‑abandoned exclusions change the rate — set and document your rule.
• Jobber: If you use Aircall/OpenPhone/JustCall, use the phone system’s Missed Calls log for counts; link missed calls to Jobber Requests/activities for audit. If not integrated, use the phone system log as source of truth for both numerator and denominator.
• Housecall Pro: Voice (global call log) → filter Missed for numerator; All for total. Include voicemails per your rule. Ensure the same numbers/forwarding lines are captured.

Definition: Percent of new inbound inquiries where a human’s first touch (call back, SMS, or email) happened within 15 minutes of the inquiry timestamp. Exclude auto‑replies. Target: ≥80%. Fast weekly method (good enough):

1. Build a 7‑day list of new inquiries from phone + web/chat/text.
2. For 25 consecutive inquiries, compare created/received time to the first outbound touch time. Count how many are ≤15 minutes.
3. % ≤15 min = (count ≤15 ÷ 25) × 100. If <80%, sample the full set to size the gap. Where to pull timestamps:

• ServiceTitan: Calls log for phone timestamps; Requests/Leads (or job/appointment activity timeline) for web/chat; Outbound call/SMS/email activity for first touch. Export if needed.
• Jobber: Requests report (created time) + Activities (message/call) and phone‑integration logs for first touch.
• Housecall Pro: Voice (call received/returned) + Messages (text/email timestamps). Use the job/customer Activity feed if needed. Gotchas: Keep timezone consistent; don’t count auto‑texts; separate after‑hours inquiries and measure first response at open.

Definition: Approved estimates ÷ (approved + lost) decided this week. Use decision date (won/lost) — not created date — to avoid lag noise. Target: 55–65%+ in season (varies by trade/lead source). Where to pull:

• ServiceTitan: Reports → Estimates/Opportunities (Opportunity Conversion Rate template). Filter Decision Date last week, include relevant BUs.
• Jobber: Reports → Quotes. Use the Conversion/Win Rate view; filter by Status change last week.
• Housecall Pro: Reports → Conversion Rate Reporting. Filter by decision date last week and desired pipelines. Gotchas: Exclude estimates still open; segment large jobs if they skew the week.

Definition: (Booked technician hours ÷ Available technician hours) × 100% for the week. Count travel/buffer per your shop’s rule and keep it consistent. Avoid double‑counting multi‑tech jobs. Target: 85–95%. Where to pull:

• ServiceTitan: Capacity Planning/Adaptive Capacity → Utilization (Provided vs Consumed). Filter by BU/skills; export if needed.
• Jobber: Numerator = sum of Visit durations scheduled this week (Schedule/Visits). Denominator = available tech hours (Timesheets/roster × shift hours minus PTO). Compute in a sheet.
• Housecall Pro: Numerator = total scheduled job durations × assigned techs (Calendar). Denominator = available hours from Time Tracking/crew schedules. Compute in a sheet. Gotchas: Multi‑tech assignments multiply hours; set one rule for drive time and non‑billables.

Definition (primary): Percent of invoices paid in full within 7 days of invoice date. If you prefer Days to Cash, use average days from invoice date to paid‑in‑full. Target: ≥75% paid ≤7 days (or Days to Cash trending down week over week). Where to pull:

• ServiceTitan: Reports → AR Transactions and/or Customer Aging Dashboard. Filter invoices dated last week; compare Paid Date to Invoice Date.
• Jobber: Reports → Invoice & Payment Reports (Aged Receivables). Export invoice and payment dates; compute days to paid.
• Housecall Pro: Reports → Invoices Reporting (Aging). Export and compute days to paid; segment partials vs paid‑in‑full. Gotchas: Decide once how to treat deposits, partials, memberships/recurring draws, and write‑offs.

Example — Week of Jun 9–15:

1. Missed‑call rate: 8% (Target ≤10%)
2. First responses <15 min: 76% (Target ≥80%)
3. Estimate close rate: 58% (Target 55–65%)
4. Schedule utilization: 89% (Target 85–95%)
5. % collected ≤7 days: 72% (Target ≥75%)
6. Worst metric this week: #2 (First responses <15). Owner/action due Friday: Add after‑hours text‑back + block a daily 12:00–12:30 callback window; review 10 slowest cases and coach CSR on two‑call + one‑SMS pattern.

WEEK OF: [MM/DD–MM/DD]
1) Missed‑call rate: [__%] (Target ≤10%) — Source: [ST/Jobber/HCP] — R/Y/G: [ ] — Owner: [ ] — Friday action: [ ]
2) First responses <15 min: [__%] (Target ≥80%) — Source: [ST/Jobber/HCP] — R/Y/G: [ ] — Owner: [ ] — Friday action: [ ]
3) Estimate close rate: [__%] (Target 55–65%+) — Source: [ST/Jobber/HCP] — R/Y/G: [ ] — Owner: [ ] — Friday action: [ ]
4) Schedule utilization: [__%] (Target 85–95%) — Source: [ST/Jobber/HCP] — R/Y/G: [ ] — Owner: [ ] — Friday action: [ ]
5) % collected ≤7 days: [__%] (Target ≥75%) — Source: [ST/Jobber/HCP] — R/Y/G: [ ] — Owner: [ ] — Friday action: [ ]
6) Worst metric this week: [# ] — Single action due by Friday: [ ] — Success check by next Tue: [what number should move]

• Red if the metric misses target by >5 points; Yellow if within 5; Green if on/above target.
• Post the filled scoreboard in your dispatcher/tech channel by 9:45am with the one assigned action bolded.

• Min 0–2: Scan red/yellow numbers vs targets.
• Min 2–5: Deep‑dive the worst metric (2–3 concrete examples from the logs).
• Min 5–8: Assign one owner + one action due by Friday tied to that metric.
• Min 8–9: Confirm blockers/escalations.
• Min 9–10: Recap owner, due date, and the success check (what number should move by next Tuesday).

• Save report views in ST/HCP; bookmark Jobber report filters.
• Keep a single sheet for any calculations (utilization, response‑time sampling) with tabs: Week‑of, Inputs, Notes.
• Note one ‘gotcha’ you had this week so you don’t repeat it (e.g., short‑abandoned toggle, timezone drift).

• Example swap‑in: Average ticket (if close rate is fine but revenue is light). Replace, don’t add. Five lines max so the team actually acts.

• Multi‑BU? Confirm you didn’t double‑count calls or hours.
• Channels complete? Phone + web/chat/text inquiries included in response‑time sampling.
• After‑hours rule documented? Apply it the same way every week.
• Large job outliers noted? Don’t let one estimate or AR cleanup skew the whole week.

“Which number turned red, and what one action are you taking before Friday to move it?” Share the result next Tuesday.