Callback rate

Definition

The share of jobs that bring a technician back for the same fault, unpaid.

Why It Matters

It is the cleanest read on install quality there is, and it comes straight out of the dispatch software, not out of a conversation. Every callback is a truck roll and a technician-hour billed to nobody, so a shop running high is losing margin twice: once on the return and again on the reviews. Ask for callbacks as a share of completed jobs by technician, because the number is usually one or two people and not the whole crew.