Repair Shop KPIs: Weekly Numbers and How to Calculate Them
The repair shop KPIs worth checking every week, with a plain definition and formula for each, a scorecard you can copy and what to do when a number moves.
The repair shop KPIs worth checking every week are the ones that tell you whether money came in, whether work is flowing through the bench, and whether the work holds up: revenue, gross margin, average repair ticket, repairs checked in and closed, aging open repairs, turnaround time, devices waiting for pickup, quote approval rate, warranty comebacks, technician output and stock outs. Each one below has a definition and a formula. Compare each number with your own last four to eight weeks, not with someone else's average.
A note before the list: this guide deliberately gives no "good" target numbers. Shops differ too much in mix (screens versus board work versus sales), location and staffing for a borrowed benchmark to mean anything. Your own trend is the benchmark.
Why a weekly review beats a monthly one
A month is too long to wait when a part supplier slips or a technician falls behind. A day is too noisy: one big board repair or one slow Tuesday swings everything. A week smooths out the noise and still leaves time to act before the month closes. Pick a fixed time, like Monday morning before opening, and look at the same numbers in the same order every week.
The SBA's guide on managing your finances puts the reason simply: "Looking closely at money-in and money-out helps maintain a sustainable balance between profit and loss." The weekly scorecard is how you do that without an accountant in the room.
The weekly repair shop scorecard
Copy this table into a spreadsheet or notebook. Fill in one column per week.
| KPI | Formula | Watch for |
|---|---|---|
| Revenue | Sum of sales for the week, minus voids and refunds | Direction versus the last 4 weeks |
| Gross margin % | (Revenue − cost of parts and goods sold) ÷ revenue × 100 | A drop while revenue holds |
| Average repair ticket | Repair revenue ÷ repairs closed | Discounts creeping in |
| Repairs checked in | Count of new repair tickets | Demand trend |
| Repairs closed | Count of repairs completed and picked up or delivered | Capacity |
| Aging open repairs | Count of open repairs older than your threshold (for example 7 days) | A growing pile |
| Turnaround time | Average days from check in to ready, for repairs finished this week | Slower weeks |
| Waiting for pickup | Count of repairs ready but not collected, and days waiting | Money and shelf space stuck |
| Quote approval rate | Estimates approved ÷ estimates given × 100 | Pricing or communication problems |
| Warranty comeback rate | Warranty claims opened ÷ repairs closed × 100 | Part or workmanship quality |
| Technician output | Repairs closed and hours logged, per technician | Imbalance across the team |
| Stock outs | Count of parts and products at zero that you normally stock | Jobs delayed by your own shelf |
Below is what each one means, how to calculate it without fooling yourself, and what to do when it moves.
Money: revenue, margin and average ticket
1. Revenue
Definition: everything you sold in the week, repairs and products together, after voids and refunds.
How to calculate it: total sales for the week minus voided sales and refunds. Split it into repair revenue and product revenue (accessories, devices, other sales) so you can see which side moved.
What to do when it moves: a drop with steady check ins usually means jobs are stuck (look at aging and waiting for pickup). A drop in check ins points to demand: marketing, reviews, a competitor or the season.
2. Gross margin
Definition: the share of each sale you keep after paying for the parts and goods you sold.
How to calculate it: gross profit = revenue − cost of goods sold. Gross margin % = gross profit ÷ revenue × 100. Use the cost you actually paid, including shipping on parts.
What to do when it moves: if revenue held but margin fell, check discounts, a price you forgot to update after a supplier raised costs, and repairs where the part was used but not added to the ticket. Margin is only as honest as your parts records.
3. Average repair ticket
Definition: what a typical completed repair brings in.
How to calculate it: repair revenue for the week ÷ number of repairs closed that week.
What to do when it moves: a falling average with steady volume means cheaper jobs, more discounting, or add ons (screen protectors, cases, cleaning) not being offered. If you also sell products, track the average sale the same way: total sales ÷ number of sales.
Flow: is work moving through the bench?
4. Repairs checked in
Definition: new repair tickets created in the week. It is your demand signal. Break it down by device type and repair type at least once a month to see what is growing.
5. Repairs closed
Definition: repairs finished and handed back (picked up, delivered or shipped) in the week. Closed, not just "repaired", because a repair on the shelf has not paid you yet.
Check in versus closed: if check ins are higher than closes week after week, your backlog grows and turnaround will follow. Either capacity (people, hours, parts) or bottlenecks (waiting on customers, waiting on parts) need attention.
6. Aging open repairs
Definition: open repairs older than a threshold you choose. Pick one that fits your usual job, for example 7 days for a phone shop and longer for board work.
How to calculate it: count open tickets where today − check in date > threshold. Then sort them by status: waiting on parts, waiting on the customer, in progress, or not started.
What to do when it moves: the status breakdown tells you who has to act. Waiting on customer means calls and messages. Waiting on parts means chasing the supplier or offering an alternative. In progress for a week means a technician is stuck.
7. Turnaround time
Definition: how long customers wait for a finished repair.
How to calculate it: for repairs that reached ready this week, average (ready date − check in date) in days or hours. Also look at the median if a few long jobs distort the average. If your shop promises same day on some repairs, track those separately.
8. Waiting for pickup
Definition: repairs that are done but not collected, with how many days each has waited.
Why it matters: each one is revenue you have earned but not collected, plus a device taking shelf space you are responsible for. Send a reminder at a set interval and follow your written abandoned device policy.
Quality: do customers say yes, and do repairs hold?
9. Quote approval rate
Definition: the share of estimates customers approve.
How to calculate it: estimates approved ÷ estimates given × 100, for estimates decided this week.
What to do when it moves: a falling rate can mean prices out of step with your market, estimates that arrive too late, or estimates that are hard to understand. Read the declined ones and ask what they have in common.
10. Warranty comeback rate
Definition: how often a repair comes back under your warranty.
How to calculate it: warranty claims opened this week ÷ repairs closed this week × 100. For a fairer view, measure monthly: claims on repairs closed in a given month ÷ repairs closed that month.
What to do when it moves: group comebacks by part supplier, repair type and technician. One bad batch of screens or one technician who skips a step shows up quickly.
People and stock
11. Technician output
Definition: repairs closed per technician, and the hours they logged on tickets.
How to calculate it: count closed repairs by technician. If technicians log time on tickets, divide logged ticket hours by hours on the clock to see how much of their shift goes into repairs.
Use it carefully: a technician who takes the hard board jobs will close fewer tickets. Look at output next to the mix of work, and use it to balance the queue, not to rank people.
12. Stock outs
Definition: parts and products you normally keep that are at zero.
How to calculate it: count items at zero quantity that have a low stock level set. Once a month, also check inventory value at cost and inventory turnover: cost of goods sold for the period ÷ average inventory value at cost for the same period.
What to do when it moves: a stock out on a fast part turns a same day job into a three day job. Reorder by your low stock levels before the weekly review, not after.
How to run the review in 20 minutes
- Pull the numbers. Same reports, same order, every week.
- Fill the scorecard. One new column next to the last four weeks.
- Circle what moved. Only the numbers that changed direction or broke your own range.
- Open the list behind each circled number. The aging repairs, the waiting pickups, the declined quotes, the comebacks.
- Assign one action per circled number, with a name and a day. Check it next week.
Also check one daily habit every week: whether each end of day cash count matched what the register expected, and whether every difference has a note.
Common mistakes that skew repair shop KPIs
- Counting voided sales. Exclude voids and refunds or revenue looks better than it was.
- Calling "repaired" closed. A device on the shelf has not paid.
- Missing part costs. A part used but not on the ticket inflates margin and hides a stock problem.
- Changing definitions. If you change a threshold, note it, or your trend breaks.
- Benchmarks from elsewhere. Without knowing another shop's mix and costs, their numbers do not tell you much about yours.
Where these numbers live in SpotsPOS
In SpotsPOS Repair, Business Health shows revenue by day, week or month with the change against the previous period, next to your monthly repair and sales goals. The Profit Overview shows total profit by period, and the Reports list includes the Employee Repairs, Store Repairs and Monthly Repair reports. On the Essential plan and up, Spots Intelligence answers questions like "Which repairs have been open more than 7 days?" or "Repairs closed this month by technician" from the data on your device. See all of it on the reports page, and how statuses and time logs work in repair tracking. Plan details are on pricing.
Frequently asked questions
What KPIs should a repair shop track?
Track revenue, gross margin, average repair ticket, repairs checked in and closed, aging open repairs, turnaround time, devices waiting for pickup, quote approval rate, warranty comeback rate, technician output and stock outs. Together they cover money, flow, quality, people and stock.
How do I calculate turnaround time for repairs?
For each repair that became ready in the period, subtract the check in date from the ready date, then average the results. Also check the median, because a few long jobs can pull the average up.
What is a good gross margin for a repair shop?
It depends on your mix of repairs and sales, your parts costs and your prices, so there is no single right number. Calculate yours as (revenue − cost of goods sold) ÷ revenue, then work on moving your own trend up.
How do I measure warranty comebacks?
Divide the warranty claims opened in a period by the repairs closed in that period. Group the claims by repair type, part supplier and technician to find the cause.
How often should I review my shop's numbers?
Weekly for the scorecard, daily for the cash count and anything urgent, and monthly for slower numbers like inventory turnover.
See how the numbers come together in SpotsPOS Repair.