Gross margin, callback rate, CSR booking rate, and follow-up benchmarks for $20M–$100M operators — drawn from FSM and call data, not survey responses.
Top-quartile operators run 52–55% GM, <9% callbacks, 74–78% booking rate. The gap is measurable and fixable.
Includes quartile breakdowns for 6 KPIs, root-cause analysis by metric, and how to measure your baseline from FSM data.
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Everything in the report comes from FSM and call data across comparable operators — not conference surveys, not vendor case studies.
Gross margin per job, callback rate, CSR booking rate, follow-up conversion, first-time fix rate, and new tech ramp time. Bottom quartile through top 10% for each metric.
How each metric was pulled from FSM and call data — not self-reported surveys. The methodology that separates these benchmarks from the industry averages that operators already doubt.
Specific operational changes that move median operators to top-quartile on GM, callbacks, and booking rate. Not general advice — the exact lever that moves each number.
How to pull your actual numbers from ServiceTitan, HCP, FieldEdge, or Jobber to compare against the benchmarks. The data pull most operators have never run on their own FSM.
Where field service benchmarks sit versus comparable industries. What PE buyers look at first when evaluating an operator — and which metrics they use to set entry multiples.
After reviewing the benchmarks, the next step for operators who want to close the gap. How the 45-minute diagnostic maps your operation’s actual numbers and quantifies the gap in dollars.
The 45-minute diagnostic maps your operation’s actual GM, callback rate, and booking rate against the benchmarks — and quantifies the gap in dollars.
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