Over the past 12 years, I managed a restoration company in Mesa, Ariz., before moving on to be the CEO of a Xcelerate Restoration Software, a job management system my partners and I founded. In my role leading a large, full-service restoration company, we serviced a significant volume of commercial and residential jobs. As is true with any size restoration business, there were many moving pieces, and it was vital to our daily success that we accurately tracked metrics, customer satisfaction, and business performance.
Within our business, we were very focused on Key Performance Indicators (KPIs) to measure how effective we were - not only as a one-time measurement, but a long-term historical comparison of all our production efforts to ensure we were providing our clients and stakeholders a consistent, positive experience. The specific measurements were comprised of various performance factors, including but not limited to: