View customer metrics in Benchmark+

Overview

Customer Metrics shows how your tenants acquire, keep, and grow customers, measured against companies like yours. Where other Benchmark+ views focus on revenue and job performance, this one follows the customer: how many you have, how many are new, how many come back, and what each one is worth.

Things to know

• Customer Metrics data refreshes monthly.

• Every percentile compares one tenant against its peer cluster, not against all ServiceTitan customers. A percentile of 92 means the tenant performs better than 92% of businesses like it. The 1st percentile is the lowest and the 99th is the highest.

• Peer clusters are matched on primary trade, climate region, technician count, and residential or commercial mix. You can compare against a custom cluster instead of the default.

• Benchmark+ currently supports the HVAC, Plumbing, Electrical, Water Treatment, and Garage Doors trades.

• Company size is measured by technicians who complete jobs, not managed technicians. Small is 5 or fewer, Medium is 6 to 23, and Large is 24 or more.

• Customer Metrics covers one tenant at a time. Use the tenant filter to switch between them.

Best practices

• Read the rate alongside the count. A rising new-customer count with a falling Active Customer Rate percentile means the market is growing faster than the business is.

• Set the date filter to Rolling 30 days when you want a current read, and Calendar Month when you are comparing like-for-like periods.

• Check retention before spending more on acquisition. If the Customer Retention Rate sits below the peer median, new customers are leaking out as fast as they arrive.

• Download the customer details when you want to act on a specific group rather than read the trend.

Use cases

• Revenue is flat and you want to know whether the cause is fewer customers or lower spend per customer. Compare the customer counts against Completed Revenue per Customer.

• A tenant is winning new customers but not keeping them. Check the New Customer Lifecycle Funnel to see where they drop out.

• You want to know whether a tenant is cross-selling well. Review Average Time to Cross-Trade and the multi-trade customer stage of the funnel.

Access Customer Metrics

1. Sign in to Enterprise Hub using your username and password.

2. Click Benchmarks.

3. In the side menu, click Customer Metrics.

4. Use the following filters to refine the view:        

   1. Tenant: Select the tenant you want to review.

   2. Date range: Select the time period you want to view.

   3. Calendar Month or Rolling 30 days: Choose how the period is counted.

   4. Cluster: Compare against the default peer cluster or one of your custom clusters.

   5. Revenue type: Filter the revenue figures shown on the screen.

Click How to read this view? at any time for an in-product explanation of the metrics.

View the customer summary

The summary cards at the top of the screen give the tenant's customer position at a glance. Each card shows the value and the tenant's percentile against its peer cluster.

• Total Customers: All customers on record for the tenant.

• Active Customers: Customers with activity in the selected period.

• New Customers: Customers acquired in the selected period.

• Existing Customers: Customers who were already on record before the selected period.

• Active Customer Rate: Active customers as a share of total customers.

View customer rate gauges

The gauges show where the tenant sits against its peers on the two acquisition and retention rates.

• New Customer Rate: New customers as a share of total customers.

• Existing Customer Rate: Returning customers as a share of total customers.

Each gauge plots the tenant's position on the percentile scale, so you can see the gap to the peer median without reading a table.

View trend charts

Three trend charts show how the tenant's customer performance moves over time against the peer band. Use the Yearly, Quarterly, and Monthly toggles to change the granularity of the chart.

• Active Customer Rate: How the share of active customers changes over time.

• Customer Retention Rate: How well the tenant keeps the customers it has.

• Lead Conversion Rate: How many leads become customers.

View the New Customer Lifecycle Funnel

The New Customer Lifecycle Funnel follows new customers through four stages, so you can see where they stop progressing:

1. New customers: Customers acquired in the period.

2. Customers with call leads: New customers who called again.

3. Repeat customers: New customers who booked a second job.

4. Multi-trade customers: New customers who bought across more than one trade.

Click Download Customer Details to export the underlying customer list.

View revenue per customer

This section shows what each customer is worth and how that value splits between new and returning business.

• Completed Revenue per Customer: A monthly table splitting revenue between New and Existing customers, with the peer 20th and 80th percentiles alongside each month so you can see whether the tenant sits inside, above, or below the typical range.

• Completed Revenue Mix: The share of completed revenue coming from new customers versus existing customers.

• New Customer Revenue Rate: Revenue from new customers as a share of total completed revenue, shown as a percentile gauge.

• Existing Customer Revenue Rate: Revenue from existing customers as a share of total completed revenue, shown as a percentile gauge.

• Average Time to Cross-Trade: How long it takes, on average, for a customer to buy in a second trade.

Want to learn more?

• See Benchmark+ overview

• See View tenant details in Benchmark+

• See Use the 4-quadrant view in Benchmark+

• See Create custom clusters in Benchmark+

• See View industry benchmark report in Benchmark+