You’ve got 10 techs. Some are crushing it — high tickets, happy customers, efficient routing. Others are… fine. Average. And one or two might be costing you money without you knowing it. We break this down further in How to Train Your HVAC Techs on New Software.
The difference between a shop that tracks performance and one that doesn’t: about $200K-$500K in annual revenue at 10 techs. Here’s what to track and how.
The Metrics That Matter
1. Revenue Per Tech Per Month
Target: $15,000-$25,000 for residential service
This is the bottom line. How much revenue does each tech generate? It accounts for everything — ticket size, jobs completed, efficiency, close rates.
A tech generating $25K/month is 67% more valuable than a tech generating $15K/month. Over a year, that’s $120K in additional revenue from one person.
What low revenue indicates:
- Not enough billable hours (routing, efficiency, utilization problems)
- Low average ticket (not presenting options, underpricing)
- Low close rate on estimates (poor presentation or trust-building)
- Too many callbacks eating up productive time
2. Average Ticket
Target: $280-$400 for residential HVAC service calls
Average ticket tells you whether techs are maximizing each customer interaction. A tech with a $250 average is probably only quoting the minimum repair. A tech with a $375 average is presenting good-better-best options and the customer is choosing higher-value solutions.
How to improve average ticket:
- Implement good-better-best option selling (15-30% lift)
- Train techs on presenting maintenance agreements
- Teach techs to identify additional issues during service (not to overcharge — to genuinely catch problems)
- Use a pricebook with pre-built options (ServiceTitan, FieldEdge)
3. First-Time Fix Rate
Target: 85-92%
What percentage of service calls does the tech resolve on the first visit? A low first-time fix rate means:
- Incorrect diagnosis (training issue)
- Parts not on the truck (inventory management issue)
- Job complexity beyond the tech’s skill level (dispatch matching issue)
Each return visit costs you $75-$150 in truck roll plus the opportunity cost of that time slot.
4. Customer Satisfaction / Review Score
Target: 4.8+ average across reviews mentioning the tech
Some FSM platforms (ServiceTitan) let you track reviews by tech. Others require manual tracking. Either way, know which techs consistently delight customers and which ones generate complaints. If you’re exploring this area, our Best CRM for HVAC Companies guide covers it in detail.
5. Callback Rate
Target: Under 5%
What percentage of jobs result in a callback within 30 days for the same issue? A tech with an 8% callback rate is costing you significant money in warranty return visits and customer goodwill. Related: How to Price HVAC Jobs Without Leaving Money on the.
6. Jobs Per Day
Target: 5-7 for residential service
How many completed jobs per day? This measures efficiency — how well the tech manages their time, how fast they work, and how well dispatch routes them.
Low jobs per day often indicates:
- Poor routing (too much drive time)
- Spending too long on each job (might be thoroughness or might be inefficiency)
- Long lunch breaks or unproductive time between calls
7. Billable Hours Ratio
Target: 75-85% (6-7 billable hours out of 8)
What percentage of the tech’s working hours are spent on revenue-generating activities? Non-billable time includes driving, lunch, parts runs, training, and paperwork.
A tech with 85% utilization generates significantly more revenue than one at 65%. The fix: better routing, reducing parts runs (stock trucks better), and minimizing administrative time through software.
Tools for Tracking Performance
ServiceTitan — Best for Performance Tracking
ServiceTitan’s reporting dashboard is purpose-built for this. Revenue per tech, average ticket, close rate, membership conversion, and custom KPIs are all available in real-time. You can run a morning huddle off the dashboard.
Housecall Pro — Basic Metrics
HCP tracks revenue by tech, jobs completed, and some customer satisfaction data. Enough for basic performance management but lacks the depth ServiceTitan offers.
Jobber — Limited
Jobber’s reporting focuses more on job status and revenue than tech-level performance. You can extract some tech metrics but it requires more manual analysis.
Spreadsheet Supplementing
Even with ServiceTitan, many shops maintain a weekly scorecard spreadsheet that combines software metrics with observations:
| Tech | Revenue | Avg Ticket | FTF Rate | Callbacks | Reviews | Jobs/Day |
|---|---|---|---|---|---|---|
| Mike | $22,400 | $348 | 91% | 2% | 4.9 | 6.2 |
| Sarah | $19,100 | $315 | 88% | 4% | 4.8 | 5.8 |
| Dave | $14,200 | $268 | 82% | 7% | 4.3 | 5.1 |
Looking at this data, Dave needs attention. His average ticket is low (not presenting options?), his first-time fix rate is low (training gap?), and his callback rate is concerning (quality issue?). That’s a coaching conversation backed by data.
Using Data for Coaching (Not Policing)
The goal of performance tracking isn’t to punish your worst tech. It’s to make every tech better.
Weekly One-on-One (10 minutes per tech)
Review their numbers for the week. Highlight what’s going well. Identify one area to improve. Specific, actionable:
“Mike, your average ticket is great at $348. Let’s work on close rate — you’re at 48% on major repairs vs. team average of 55%. I’m going to ride along on your next estimate to see how you’re presenting options.”
Monthly Team Review (30 minutes)
Share team-level metrics without singling out individuals. “Team average ticket this month is $310, up from $295 last month. Great job. Let’s keep pushing toward $330 by using the pricebook options consistently.”
Celebrate top performers publicly. Coach low performers privately.
Ride-Alongs
The most effective performance improvement tool. Ride along with a tech for a day, observe their workflow, customer interaction, and time management. You’ll identify 3-5 improvements that data alone can’t reveal.
Ride-along every tech quarterly. Top performers get an “I’m learning from you” ride-along. Low performers get a coaching ride-along. Both feel productive, not punitive.
Incentive Structures That Work
Revenue-Based Bonus
Pay a bonus when techs exceed revenue targets. Example: base salary covers $15K/month in revenue. For every dollar above $15K, the tech earns 5-10% commission.
A tech who generates $22K gets a $350-$700 bonus. Aligned incentives — the tech earns more, the company earns more.
Spiff Programs
$25 bonus for every maintenance agreement sold. $50 bonus for every replacement lead that converts. These small incentives add up and keep techs focused on upselling without being pushy.
Review Bonuses
$10-$25 for every five-star Google review that mentions the tech by name. This incentivizes great customer service and helps your online reputation simultaneously.
The Bottom Line
You can’t improve what you don’t measure. Track these seven metrics, review them weekly, coach your team with data instead of gut feelings, and watch your revenue per tech climb.
The investment in tracking: $0-$5,000/month in software (ServiceTitan’s reporting is the most comprehensive) plus 30-60 minutes per week reviewing data and coaching techs.
The return: $200K-$500K in annual revenue improvement for a 10-tech shop. That’s the math. Make it happen.