Executive KPI Library

Home Improve Customer Service with First Contact Resolution Rate % in Excel Learn how to measure your Average First Contact Resolution Rate % in Excel so you can see how often customer issues are resolved on the first interaction. In this lesson, you’ll learn how to organize your data, spot performance trends over time, compare […]

Home Track Maintenance Plan Churn Rate % in Excel and Identify Retention Issues Early Learn how to measure maintenance plan churn rate month by month and spot whether your membership base is growing or quietly shrinking. In this lesson, you’ll see how to organize your data, compare actual churn against a target, and build a

Home How to Measure Maintenance Plan Renewal Rate and Spot Customer Churn Early Learn how to measure your Maintenance Plan Renewal Rate % month by month in Excel so you can see whether your maintenance base is growing or slipping. In this lesson, you’ll learn how to organize renewal data, compare renewed vs. canceled plans,

Home Maintenance Plan Penetration: Track Customer Membership Growth Learn how to measure Maintenance Plan Penetration % in Excel so you can see how many of your customers are enrolled in a maintenance plan each month. In this lesson, you’ll learn how to organize your data, identify meaningful customer trends, and build a visual report that

Home How to Track Repeat Service Rate for Customer Retention Learn how to measure your Repeat Service Rate % so you can see whether customers are coming back or if your business is constantly replacing them. In this lesson, you’ll learn how to analyze repeat customer trends, compare total customers vs. returning customers, and build

Home How to Measure Average Jobs per Customer and Boost Repeat Revenue Learn how to measure whether your HVAC business is generating repeat work from existing customers. In this lesson, you’ll see how to organize your data by month, compare total jobs to active customers, and build a visual that reveals whether you’re creating long-term

Home Install Customer Retention Rate: Turn One-Time Jobs into Recurring Revenue Learn how to measure whether installation customers come back for future maintenance and repair work. In this lesson, you’ll see how to group install customers into cohorts, track repeat service activity over time, and build a clear view of how installs turn into long-term

Home How to Measure Customers with Multiple Systems Serviced in Excel Learn how to measure the percentage of customers who had more than one HVAC system serviced in the same month. In this lesson, you’ll see how to organize service data, identify higher-value customer relationships, and build a chart that shows whether your team is

Home Customer Wallet Share: Identify Revenue Gaps and Growth Opportunities Learn how to measure Customer Wallet Share % to see how much of each customer’s HVAC spending your company is capturing. In this lesson, you’ll learn how to compare your revenue against competitor spend, identify the biggest untapped customer segments, and visualize where the best

Home Are You Losing Customers? Track Gross Retention Rate in Excel Learn how to track Gross Customer Retention Rate % in Excel so you can see how many customers you kept from one year to the next. In this lesson, you’ll learn how to organize customer activity by year, spot hidden customer loss, and build