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Owner Independence Dashboard
The Owner Independence Dashboard measures how well your business can run profitably without your daily involvement. It's designed for business owners who want to build a self-sustaining operation.
Feature Access
This dashboard is available to accounts with the Owner Independence feature enabled. Contact support if you don't see it in your Insights menu.
Accessing the Dashboard
- Go to Insights in the main navigation
- Click Owner Independence in the submenu
The Overall Score
At the top of the dashboard, you'll see your Owner Independence Score (0-100):
| Score Range | What It Means |
|---|---|
| 0-40 | Heavy owner dependency - business needs you daily |
| 40-60 | Making progress - some systems working independently |
| 60-80 | Good independence - business runs with light oversight |
| 80-100 | Excellent - business operates without daily involvement |
The score includes a trend indicator showing whether you're improving or declining.
Score Categories
Your overall score is calculated from five key categories:
Team Productivity
How efficiently your team operates without supervision.
| Metric | What It Measures | Target |
|---|---|---|
| Labor Utilisation | Percentage of paid hours spent on billable work | >75% |
| Revenue Per Labor Hour | Income generated per hour worked | Industry benchmark |
| Visits Per Day Per Tech | Work completed per team member | 6-10 visits |
| Travel Efficiency | Time on jobs vs time traveling | >70% on jobs |
Financial Health
The stability of your business finances.
| Metric | What It Measures | Target |
|---|---|---|
| Gross Margin | Revenue minus direct costs | >40% |
| Revenue Growth | Month-over-month revenue increase | Positive trend |
| Cash Flow Days | Days of operating cash on hand | >30 days |
Sales Pipeline
How well your business generates and converts leads.
| Metric | What It Measures | Target |
|---|---|---|
| Quote Conversion Rate | Percentage of quotes that become jobs | >50% |
| Average Deal Size | Typical job value | Growing trend |
| Lead to Close Days | Time from enquiry to signed job | <7 days |
Service Quality
The quality and reliability of your service delivery.
| Metric | What It Measures | Target |
|---|---|---|
| First-Time Fix Rate | Jobs completed without return visits | >90% |
| On-Time Arrival | Visits started within scheduled window | >85% |
| Callback Rate | Customer complaints requiring rework | <5% |
Customer Health
How satisfied and loyal your customers are.
| Metric | What It Measures | Target |
|---|---|---|
| Customer Churn Rate | Percentage of customers who leave | <10% yearly |
| NPS Score | Net Promoter Score from surveys | >50 |
| Repeat Customer Rate | Customers who book again | >70% |
Reading the Dashboard
Category Cards
Each category shows:
- Score (0-100) for that category
- Leading indicators - early warning signs
- Key metrics with current values
- Trend arrows showing direction
Leading Indicators
These are early warning signs that predict future problems:
- Red flags require immediate attention
- Yellow flags are worth monitoring
- Green flags indicate healthy performance
Trend Analysis
Toggle between time periods:
- 30 days - Recent performance
- 60 days - Medium-term trends
- 90 days - Longer-term patterns
Using the Dashboard Effectively
Weekly Check
Spend 5 minutes each week reviewing:
- Overall score trend (improving or declining?)
- Any red flag leading indicators
- One category to focus on improving
Monthly Deep Dive
Once a month, review each category:
- Which metrics are below target?
- What's causing the underperformance?
- What one change would have the biggest impact?
Quarterly Planning
Use the 90-day trends to:
- Set improvement goals for the next quarter
- Identify which category needs the most attention
- Track progress on previous goals
Improving Your Score
Quick Wins
| Action | Impact |
|---|---|
| Enable visit reminders | Reduces no-shows, improves on-time arrival |
| Send NPS surveys | Captures customer sentiment |
| Set up recurring jobs | Stabilises revenue, reduces sales effort |
| Train team leads | Reduces your daily involvement |
Long-Term Improvements
| Focus Area | What to Do |
|---|---|
| Team | Document processes, delegate decisions, develop leaders |
| Financial | Build cash reserves, improve margins, diversify services |
| Sales | Create templates, automate follow-ups, train sales skills |
| Quality | Implement checklists, gather feedback, address complaints fast |
| Customers | Build relationships, reward loyalty, communicate proactively |
How Scores Are Calculated
Each metric is compared against:
- Industry benchmarks for field service businesses
- Your historical performance (are you improving?)
- Best practices for owner-independent businesses
Metrics are weighted by their importance to owner independence. For example, customer churn impacts long-term sustainability heavily, so it's weighted more than short-term metrics.
Troubleshooting
Score seems wrong
- Ensure you have at least 30 days of data
- Check that jobs have proper time tracking
- Verify invoices are marked as paid promptly
- Confirm NPS surveys are being sent
Score not updating
- Data refreshes daily
- Major changes may take 24-48 hours to reflect
- Refresh the page if numbers seem stale
Metrics show "No data"
- The metric requires data you haven't captured yet
- Enable the relevant feature (e.g., NPS surveys for NPS score)
- Start tracking the required information
Related Topics
- Insights Dashboard - General business metrics
- Time Tracking - Required for productivity metrics
- NPS Surveys - Required for customer health metrics