Healthy range: 40-55%
Display only, not scored (varies by trade)
Healthy range: 25-35%
Healthy range: 70-85%
Healthy range: 93-98%
Healthy: under 7 days; best: same or next day
Healthy range: 70-85%
Healthy: under 8%; lower is better
How the score is calculated
Each metric is scored from 0 to 100 based on how it compares to ranges commonly cited for field service contractors. The ranges used here are directional benchmarks gathered from industry writing and operator conversations, not audited industry standards.
The four category scores are the averages of their constituent metric scores. The overall score is the average of whichever category scores have at least one metric entered. You can enter as few as one metric and still get a useful signal for that category.
Frequently asked questions
What metrics does the KPI health score use?
The score uses up to eight metrics across four categories. Profitability uses gross margin percentage. Labor Efficiency uses labor cost percentage and technician utilization rate. Billing Performance uses invoice collection rate and days to first invoice. Client Performance uses client retention rate and callback rate. Average job value is displayed but not scored because it varies too widely by trade and market to benchmark consistently.
What is a good KPI health score for a contractor?
A score of 70 or above reflects a business that is performing well across most of the key metrics. Scores between 50 and 70 indicate a business with some strong areas and some that need attention. Below 50, there are likely one or more metrics pulling the business toward unprofitability or poor client retention. These ranges are based on commonly cited benchmarks for field service businesses, not industry-certified standards.
Do I need to enter all eight metrics?
No. The calculator scores whichever metrics you enter. If you enter metrics in only two categories, those two categories are averaged for the overall score. Entering more metrics gives you a more complete picture. The calculator shows how many metrics contributed to the score so you know how much weight to put on the result.
What is the benchmark range for gross margin in contracting?
Most healthy field service contractors operate with gross margins between 40 and 55 percent. This is revenue minus direct job costs, including labor, materials, and any subcontractors, before overhead. Margins below 35 percent often signal that overhead is consuming most of the gross profit, leaving little room for the business owner. Margins above 55 percent are possible in high-complexity or high-skill trades but are less common in volume-driven service work.
What does the callback rate measure?
Callback rate is the percentage of completed jobs that require a return visit to fix an issue from the original work. A low callback rate indicates quality work and clear scope communication. A high callback rate is expensive: you are paying to revisit the job, the technician's time is not billable on the callback, and the client's satisfaction drops. Most healthy contractors target a callback rate below 8 percent, with the best performers under 4 percent.