Business Documentation
KPIs & Success Metrics
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The Auto Glass platform tracks 14 key performance indicators across four domains: Operations, Financial, Customer Experience, and Safety Compliance. KPIs are reviewed weekly by department leads and monthly in the executive business review.
Reporting Cadence: Operational KPIs refresh in Grafana dashboards every 60 seconds. Financial KPIs are reconciled nightly from the billing database. Customer KPIs (NPS, CES) are aggregated from weekly SMS survey batches.
KPI Dashboard
OperationsFirst-Time-Fix Rate (FTFR)≥ 97%
Formula:(Jobs completed without return visit / Total jobs) × 100
Why it matters:Measures technician quality; returns cost $180 avg in re-labor
OperationsMean Time to Dispatch (MTTD)≤ 8 minutes
Formula:Avg time from booking confirmed to technician assigned
Why it matters:Customer perception of responsiveness; tied to NPS
OperationsOn-Time Arrival Rate≥ 92%
Formula:(Arrivals within 15min of ETA / Total arrivals) × 100
Why it matters:Leading indicator of customer satisfaction
OperationsSafe Drive-Away Adherence100%
Formula:Work orders with SDAT logged and acknowledged / Total WOs
Why it matters:Safety and liability compliance; zero exceptions acceptable
OperationsTechnician Utilization Rate75–85%
Formula:(Billable job hours / Total available hours) × 100
Why it matters:Under 75% = overstaffed; over 85% = burnout / quality risk
FinancialAverage Revenue per Job (ARPJ)≥ $450
Formula:Total Revenue / Number of Jobs Completed
Why it matters:Tracks upsell performance and job mix health
FinancialGross Margin per Job≥ 42%
Formula:(Revenue − COGS) / Revenue × 100
Why it matters:Enforced at quote time; monitored weekly by Finance
FinancialInsurance Claim Rejection Rate≤ 1.5%
Formula:(Rejected claims / Total submitted claims) × 100
Why it matters:Each rejection costs $45 in admin reprocessing + cash flow delay
FinancialDays Sales Outstanding (DSO)≤ 18 days
Formula:(Accounts Receivable / Revenue) × Days in Period
Why it matters:Cash flow health; driven by insurance payment cycle
CustomerNet Promoter Score (NPS)≥ 75
Formula:% Promoters (9–10) − % Detractors (0–6)
Why it matters:Primary customer loyalty metric; measured via SMS post-service survey
CustomerCustomer Effort Score (CES)≤ 2.0 / 7
Formula:Avg response to "How easy was it to get your glass fixed?"
Why it matters:Predicts repeat booking and churn more accurately than CSAT
CustomerSupport Contact Rate≤ 8%
Formula:(Inbound support contacts / Total jobs) × 100
Why it matters:Measures self-service effectiveness; real-time tracking reduces contacts
SafetyADAS Calibration Compliance100%
Formula:(Work orders with ADAS cal. logged / WOs requiring ADAS cal.) × 100
Why it matters:Legal and safety requirement; any miss triggers incident review
SafetyTechnician AGSC Certification Rate100%
Formula:(Certified active technicians / Total active technicians) × 100
Why it matters:AGRSS compliance and insurance network eligibility
Escalation Thresholds
| Severity | Trigger | Owner | Response SLA |
|---|---|---|---|
| P0 — Critical | ADAS calibration compliance < 100% OR SDAT adherence breach | VP Operations | Immediate — same day review + corrective action |
| P1 — High | FTFR < 94% OR On-time arrival < 88% for 7 consecutive days | Operations Manager | 48 hours — root cause analysis required |
| P2 — Medium | NPS drops below 65 OR ARPJ drops below $400 for a week | GM / Product | 1 week — corrective plan presented at next business review |
| P3 — Watch | Any KPI trending toward threshold over 30 days | Department Lead | Flagged at next weekly ops review |