Service KPIs
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Number of RO’s per Day
Number of Repair Orders Per Day
Target: Varies by PMA size (Review against PMA OEM Vehicle Carpark or OEM PMA Sales History * Customer Retention KPI)
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Average Hours Sold per RO
Total Labour Hours Sold / Total RO’s (Breakdown by RO Type ie. Retail, Warranty, Internal)
Target: Greater than 2 Hours (Varies by OEM Franchise -Compare against Competition)
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Average Labour Rate
Total Labour Sales / Total RO’s (Breakdown by RO Type ie. Retail, Warranty, Internal)
Target: Varies by OEM Franchise and Dealer Location (Compare against Competition)
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Labour Gross %
(Total Labour Sales – Total Labour COS) / Total Labour Sales
Target: 76%
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Productivity
Number of Hours Clocked / Number of Hours Available
Target: Greater than 95%
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Efficiency
Number of Hours Sold / Number of Hours Costed
Target: Greater than 105%
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Unapplied Time
(Number of Hours Available – Number of Hours Clocked) / Number of Hours Available
Target: Less than 5%
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Technician Labour Gross per Month
Total Technician Labour Gross per Month
Target: $12500
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Productive to Non Productive Ratio
Number of Productive Service Staff / Number of Non Productive Service Staff
Target: 2 : 1
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Technician to Service Advisor Ratio
Number of Technicians / Number of Service Advisors
Target: 5 : 1
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Customer Retention
Total Vehicles Sold Returning for Service / Total Vehicles Sold
1st Year Target: 92%
2nd Year Target: 85%
3rd Year Target: 73%
4th Year Target: 54%
5th Year Target: 45%
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Policy Rework % of Service Gross
Total Policy Rework Expense / Total Service Gross
Target: Less than 2%
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CSI
Total Number of High Scoring Customer Surveys / Total Number of Customer Surveys
Target: Greater than OEM National CSI Average
