It is absolutely mission critical to be able to track technician KPI's. This allows us to know where the deficiencies are and where to apply proper training. This allows management and technicians to track progress over time and keep an eye on trend analysis. It also helps the Techs to look for and create self-improvement opportunities and breed a competitive culture amongst themselves.

Some obvious ones are, Closing Percentage (how many jobs were run versus work sold), Conversion Rate (how many non-service plan members were seen versus how many service plans were sold), Average Ticket (average retail price of all jobs sold), Total Number of Service Plans Sold, Total amount of Discounts given on Sold Jobs.

There should also be a way to mark certain jobs as "non-opportunities" to help provide the most accurate numbers possible (which should be controlled by the office). These should be able to be seen on a daily, weekly, monthly, quarterly, and annual basis. You should also be able to see last year, last quarter, last month, last week, and yesterday's numbers, as well as inputting a specific date range.

There should also be CSR KPI's such as Booking percentage, etc.

I'm hoping some other users will chime in with any KPI's I'm missing but these are super important and should be easily accessible to the office and to the technician's themselves.