Depending on the AutoVitals package you have, some KPIs may not be available or relevant. Please contact us for any help regarding the BCP.
|
KPI Name |
Format |
Description |
|
Appointments per Service Reminder |
Number |
# of Appointments per campaign is the amount of appointments created through service reminders (email or text) in the given time frame |
|
ARO |
Dollar Amount |
The ARO is the average value of the ROs completed in the given time frame |
|
Avg Billed Hours per RO |
Number |
The AVG Billed Hours per RO is the average hours per RO coompleted in the given time frame |
|
Avg Customer Research Time |
Number |
The AVG Research Time by Motorists is the total time of all customers researching actively the inspection result on their desktop or mobile phone (scrolling, tapping images and videos, etc.) divided by the number of unique emailed/texted inspections not marked as internal. |
|
Avg Declined Jobs per RO |
Number |
The AVG # of declined jobs is calculated as all declined jobs divided by the # of repair orders |
|
Avg Hours per Workflow Step |
Number |
Number of hours a vehicle is on the selected workflow step in hours |
|
Avg Pictures per RO |
Number |
Average # of pictures on work order and inspection taken per closed appointment. |
|
Avg Recommended Jobs per Inspection |
Number |
The AVG Recommended Actions per Vehicle is the total recommendations selected by technicians dived by the number of all inspection reports. |
|
Avg ROs Written per Day |
Number |
The AVG # ROs written is the total # of ROs written divided by the number of work days in a given time frame |
|
Avg Weekly Revenue |
Dollar Amount |
The Weekly Revenue is the total sum of all revenue per calendar week |
|
Avg Workflow Moves per RO |
Number |
The AVG Workflow Moves per RO is the total number of moves on the workflow TVP divided by the number of completed appointments in the given time frame |
|
Avg Workflow Notifications per RO |
Number |
The AVG Workflow Notifications is the number of all Workflow Notifications sent to the customer divided by the number of repair orders. |
|
Billed Hours Sold per Day |
Number |
The SA efficiency is the amount of billed hours sold per day. |
|
Canned Jobs Approved |
Number |
Number of times selected canned job has been sold (is on invoice) for a completed appointment |
|
Car Count |
Number |
The Car Count is the # of completed appointments in the given time frame |
|
Digital Payments Rate |
Percentage |
% of digital payments is [Count of Completed Appointments with digital payments by an AutoVitals product] / [Count of Completed Appointments] |
|
Digital Payments Value |
Dollar Amount |
Amount paid digitally is the sum of paid Amounts by digital payment through the AutoVitals product for completed appointments in the selected time interval. |
|
Edited Pictures per Inspection |
Percentage |
The Rate of Edited Pictures is calculated by the number of pics on work order and inspection, which have been marked up by a note, arrow, circle by the service advisor divided by all pictures. Tech notes only count when they appear in the notes field visible to the customer. They don't count if they are for shop eyes only. |
|
Effective Labor and Parts Rate |
Dollar Amount |
The Effective Labor and Part rate is the average rate for the selected time frame at which the Service Advisor(s) sell the labor/part to the customer |
|
Effective Labor Rate |
Dollar Amount |
The Effective Labor rate is the average rate for the selected time frame at which the Service Advisor(s) sell the labor to the customer |
|
Exit Scheduling Rate |
Percentage |
The Rate of Exit Scheduling is the the number of appointments made at Pick up divided by the total number of comleted appointments in the given time frame |
|
First Time Customer Return Rate |
Percentage |
The First-Time Customer Return Rate is the amount of new customers who came back for the second visit in the given time frame |
|
First Time Returning Customers |
Number |
First time returning customers is the amount of customers coming back the first time in the given time frame, only one appointment counts |
|
GBP Clicks for Directions |
|
GMB Clicks for Directions |
|
GBP Clicks to Website |
|
GMB Clicks to Website |
|
GBP Listing Views |
|
GMB Listing Views |
|
GBP Phone Calls |
|
GMB Phone Calls |
|
Groove Glove Inspection Rate |
Percentage |
[% of inspections performed with Groove Glove] = [Count of completed Appointments that has Inspections with Groove Glove] / [Total Count of appointments with at least one inspection] |
|
Inspection Rate |
Percentage |
The Inspection Rate is the number of completed appointments with at least one inspection performed divided by the total number of completed appointments. Appointments within two weeks of the previous one are excluded. |
|
Inspection Sent Rate |
Percentage |
The Inspection Sent Rate is the number of emailed/texted inspections not marked as internal, divided by the total number of inspections in the same time frame. Visits less than two weeks after the previous do not count. |
|
Inspection Sent Rate by Appointment |
Percentage |
The Inspection Sent Rate by Appointment is the number of emailed/texted inspections not marked as internal, divided by the total number of appointments in the same time frame. Visits less than two weeks after the previous do not count. |
|
Jobs Completed on Tablet |
Percentage |
The % Jobs completed on the tablet is the number of Jobs completed on the tablet divided by the total number of approved jobs on the work order for all closed work orders in the selected time frame. |
|
Lost Customers |
Number |
All customers, who are in the database and have not visited the shop for more than 36 months |
|
Lost Customers - 6 Months |
Number |
calculates how many customers who visited the shop in the time span [end of time range selected -18 months] to [end of time range selected- 6 months] have not shown up in the time span [end of time range selected] to [end of time range selected -6 months] |
|
Lost Customers - 9 Months |
Number |
calculates how many customers who visited the shop in the time span [end of time range selected -27 months] to [end of time range selected- 9 months] have not shown up in the time span [end of time range selected] to [end of time range selected -9 months] |
|
New Customers |
Number |
The amount of New Customer in the given time frame is the total number of customers with a completed appointment, who have not been in the shop for more than 5 years. |
|
Recommendation Rate |
Percentage |
The avg number of jobs added to the estimate as % of the jobs recommended by the tech (Only Canned Jobs considered) |
|
Retention Rate (by Due Date) |
Percentage |
The Strict Retention Rate is the ratio between appointments completed, scheduled or requested in comparison with all due date during the selected time interval. The last 28 days are not displayed because of unreliable data. |
|
Returning Customers |
Number |
Returning customers is the amount of customers returning the 3rd time or more in the given time frame, only one appointment counts. |
|
Technician Efficiency Rate |
Percentage |
Efficiency is the amount of hours paid divided by the time spent working on a vehicle. It represents the ability of the technician to finish assigned jobs in the allotted time while clocked on a particular vehicle. |
|
Technician Productivity Rate |
Percentage |
Productivity is the amount of hours the technician spent working on vehicles divided by the time the technicians are clocked in for the day. It represents the ability of the Service Advisors to keep the Technicians busy (or lack of available vehicles in the shop to work on) |
|
Technician Proficiency Rate |
Percentage |
Proficiency is the amount of hours billed divided by the amount of time a technician is available at work. It is a combination of efficiency and productivity and assesses the ability of the service advisor(s) and technicians) together, to create work at the rate needed, meaning to fill the technician’s time budget with work and the ability of the technician(s) to perform that work. |
|
Unique Customer Visits |
Number |
All active customers is all customers in the given time frame, only one appointment counts |
|
Valid Customer Contact Info Rate |
Percentage |
The Email/Text opt-in Collection rate is the number of email addresses OR the text opt-in per one customer in comparison with the number of customer accounts in your system for the selected time frame |
|
Value of Canned Jobs Approved |
Dollar Value |
Value of canned jobs sold |
|
Vehicle Profile Picture Rate |
Percentage |
Vehicle Photo ID Rate: show the % of completed appointments where the vehicle picture has been available. |
|
Recommended Canned Jobs Sold |
Percentage |
% of RO jobs from recommended (canned job) actions that were approved (sold). |
|
Sold Canned Jobs Rate |
Percentage |
Number of RO jobs from recommended (canned job) actions that were approved (sold) divided by total Number of RO jobs from recommended (canned job) actions . |
|
Sales to Estimate Rate |
Percentage |
The avg rate of jobs on the estimate added after the inspection and sold (Only Canned Jobs considered) |
|
Website Appointments |
|
The number of appointments that were scheduled using the appointment button on the website. |
|
Website Contact Us |
|
The number of inquiries that were submitted using the contact us form on your website. |
|
Google Ads - Impressions |
|
These are the number of times your ads appeared in search results during the month. An Impression is counted whenever an ad is loaded on the search page. The number of Impressions gives us an idea of how many eyeballs might have seen one of your ads. |
|
Google Ads - Ad Clicks |
|
These are the number of times your ads were clicked during the month. This number is the culmination of your campaign(s) and the related keywords. |
|
Google Ads - Cost |
|
This is the total in ad dollars that was spent during the selected period. Because Google Ads is an auction, the amount spent varies and is dependent on many factors. |
|
Google Ads - Avg CPC |
|
Average Cost per Click (Avg CPC) - The Cost divided by the number of Clicks we receive in the selected period of time. |
|
Google Ads - Conversions |
|
This is a broad term used for both phone calls and form submissions. We track the number of conversions by how many phone calls were made directly from the ad and by how many forms were submitted on the website. Cost/Conversion |
|
Google Ads - Conversion Rate |
|
This is a measure of the likelihood that a searcher who clicks on one of our ads, also “converts” into a lead via a phone call or submitting a form on the website. This rate is derived from dividing the number of Conversions by the number of Clicks. |
|
Google Ads - Click-Thru-Rate (CTR) |
|
This is the percentage derived from the number of Clicks divided by the number of Impressions. |
|
Inspection Sent Rate (auto) [Beta] |
Percentage |
The Inspection Sent Rate is the number of emailed/texted inspections not marked as internal, divided by the total number of inspections in the same time frame. Visits less than two weeks after the previous do not count. |
|
Inspection Sent Rate (all) [Beta] |
Percentage |
The Inspection Sent Rate is the number of emailed/texted inspections not marked as internal, divided by the total number of inspections in the same time frame. Visits less than two weeks after the previous do not count. |