Tech Scorecards: 8 KPIs to Review With Every Technician Monthly

Why scorecards beat gut feel

Without data, you manage by anecdote — the loud tech gets credit, the quiet high-performer gets overlooked, and problems hide until they’re expensive. A scorecard makes performance objective and coachable, gives techs clear targets, and turns your monthly one-on-ones into productive conversations instead of awkward chats. It also shows your best people you notice — a real retention tool (turnover cost).

The 8 KPIs for a technician scorecard

1. Revenue generated. What the tech produces — the headline number, but never the only one.
2. Average ticket. Are they presenting options and value, or just doing the minimum? (upselling)
3. First-time fix rate. Jobs done right on the first visit — efficiency and skill (FTFR).
4. Callback rate. How often their jobs come back — the flip side of quality (callbacks).
5. Jobs completed / productivity. Billable efficiency and utilization.
6. Customer satisfaction / reviews. The experience they deliver — CSAT and reviews tied to their jobs (CSAT).
7. Membership/option conversion. How often they sell plans or good-better-best (memberships).
8. Safety & compliance. Incidents, checklist adherence, callbacks for do-overs (safety).

How to run monthly reviews

1. Track consistently — pull the numbers from your FSM, not memory.
2. Review with each tech monthly — one-on-one, scorecard in hand.
3. Balance the metrics. Revenue without quality (high callbacks, low CSAT) isn’t success — look at the whole card.
4. Coach one thing at a time — pick the biggest opportunity, not ten fixes at once.
5. Recognize wins — celebrate top performers publicly (huddle).
6. Tie it to growth — connect scores to pay and advancement (career ladder, pay plans).

Don’t let revenue crowd out the customer

The danger of scorecards is over-weighting revenue, which can push techs to over-sell and hurt the experience. Keeping reviews and CSAT on the card keeps quality front and center — the thing that actually sustains growth.

The scorecard metric that drives your marketing

Reviews-per-tech deserves a spot on every scorecard, because it directly fuels the reputation that brings in your next customers. Tailwind automatically gathers reviews after each job and can attribute them, so you can put real review data on every tech’s card — see how it works.

Measure it, coach it, grow it. See how Tailwind works.