Callbacks occur when a repair or improvement has been unsuccessful, resulting in a return visit being required to correct the fault. As Callbacks are generally provided gratis but have an associated time and monetary cost, reducing Callback Percentage is essential in order to optimise revenue generation. Callback Percentage can also be viewed on a per employee basis in order to evaluate staff performance.
Making the KPI
To calculate Callback Percentage you’ll need to know:
- Number of Callbacks during reporting period
- Total Number of Jobs performed
Alternatively, you can use FUTRLI’ Child categories to break down your Jobs performed by category as in the example below:
Callback Percentage can be calculated by dividing the Number of Callbacks which occurred by the Total Number of Jobs performed. If you’ve used FUTRLI Child categories to differentiate between Job type, you can also display this by simply selecting your Jobs category and displaying it at a Child level on a Proportion Card.