The most expensive report in a service business is the one nobody trusts. An owner sees average ticket at $412 on one screen and $389 on another, spends twenty minutes working out that one counts by job completion date and the other by invoice date, and goes back to the spreadsheet the bookkeeper keeps. After that, every number gets a second check, and the software's reports become decoration.
TradesWork reporting is built to avoid that. There are fewer reports than a mature enterprise system, and every number is defined exactly once.
One definition per number
Every KPI in TradesWork comes from one registry, the metric dictionary. The owner home, the Reports page, every dashboard widget, every CSV export and every answer from ask the business read from it. If revenue means something, it means it everywhere.
Each metric carries:
- A definition in plain English. Revenue: "Work invoiced to customers: every sent or paid invoice, before sales tax and after discounts."
- A formula. Drafts and voided invoices are excluded; collected includes tax because that's what hit the bank.
- A date basis. Revenue counts on invoice date. Jobs completed counts on the local day the job finished, so a job closed at 11:30 pm lands on that day in your time zone.
- An empty hint for when there's nothing to count yet.
| Area | Examples from the dictionary |
|---|---|
| Revenue and cash | Revenue, Collected, Average ticket, Completed revenue, Revenue by marketing channel |
| Jobs | Jobs booked, Jobs completed |
| Sales | Close rate, Sold, Open estimates, Opportunity conversion, Closed average sale, Revenue missed |
| Memberships | Active memberships, Memberships sold, Memberships lost, Membership revenue |
| Receivables | Accounts receivable, A/R over 30 days |
| Quality | Callbacks, Warranty claims filed, Warranty claims awaiting payment |
| Capacity | Capacity booked, Lead booking rate, Inbound calls, Call booking rate, Speed to lead |
| Job costing | Gross profit, Gross margin, Materials %, Labor %, Revenue per labor hour |
| Technician pay | Performance pay % of revenue |
Costing and pay metrics only appear for people allowed to see costs and pay, and call metrics need call access. Customer names in drill-downs are blanked for anyone without access to customer records.
From a number to the rows
Every value is a link. Open revenue for last month and you get the invoices: number, date, customer, status, amount, newest first, 50 to a page, with Export CSV. Open close rate and you see each proposal presented and whether it sold. The total on the tile is the sum of those rows, and the code is tested to keep it that way.
That's what makes a one-on-one with a tech useful. "Your callbacks were up" becomes "here are the four return visits, and three were the same model of condensing unit."
Periods are today, this week, this month, quarter, year to date, or a custom range (up to about three years). Dashboards add yesterday, last week, last month and the last 12 months. Compare against the previous period or the same period last year. The owner home also shows 12 months of revenue against the prior year, and points out your seasonal peak once there are nine months of data.
Role dashboards
The nine built-in dashboards are locked so they stay a clean reference. To change one, duplicate it.
- Business Owner: today, revenue, jobs, close rate, receivables, memberships, capacity, marketing channels, callbacks, revenue by business unit and seasonality, against the same days last year.
- Service Manager and Technician Performance: jobs completed, completed revenue, average ticket and recall jobs, plus a per-tech table of completed revenue, callbacks, opportunity job average, opportunity conversion and close rate.
- Technician Sales and Sales Coordinator: sold value by tech and business unit, closed average sale, close rate trend, open opportunities and memberships sold.
- CSR Manager: inbound calls, call booking rate and its weekly trend, speed to lead, jobs booked and lead booking rate.
- Business Unit Performance: sales and revenue tables by business unit, and revenue against gross profit, for accounting and multi-trade shops.
- Labor Warranty Claims Processing: claims filed, claims awaiting payment and the claim list, for the warranty desk.
- Residential Template: revenue, jobs booked, average ticket, active and sold memberships, an 18-month trend and jobs completed by business unit.
Each role gets a sensible default, and owners can change which dashboard each role sees first.
Building your own
The builder works in sections, up to 12, each holding widgets in small, wide or full-width sizes. Add a widget from the form in each section and move it with the arrows or "Move to section".
The 15 widget types: KPI tile, 18-month trend, data table, records table, bar chart by person, donut by business unit, grouped bars, revenue gauge, rate donut, heatmap, booked-to-sold funnel, A/R aging, recent calls, calls by outcome and owner cards (today, revenue, jobs, close rate, receivables, memberships, capacity, channels, callbacks, revenue by business unit, seasonality).
Every edit is checked against the dictionary, so a widget can't ask for a metric or filter that doesn't exist. Share a dashboard privately or with chosen roles as read-only; owners and admins can lock it. Star your favorites, and the app remembers the last one you opened. For a wall screen in the call center, set auto-refresh to 1, 5 or 15 minutes.
Free download · ExcelField Service KPI ScorecardTrack the 12 numbers that run a service business, week by week, with formulas already built in.Exports you can account for
Widgets and drill-downs export to CSV. Data tables and grouped bars export their rows; other widgets export the metric's drill-down. Each export writes an audit entry with the widget, metrics, period, filters and row count, and never the customer data itself. Cells are protected against spreadsheet formula injection, a small thing that matters when a customer's name starts with an equals sign.
Getting value in the first month
- 1
Week 1: read the definitions
Hover the twelve owner tiles. Where a definition differs from how you've always counted, decide which you want and tell the team.
- 2
Week 2: pick three numbers per role
Owner: revenue, collected, A/R over 30. Service manager: callbacks, opportunity conversion, capacity booked. CSR lead: call booking rate, speed to lead.
- 3
Week 3: drill before you discuss
Before any meeting about a number, open its rows. Most arguments end there.
- 4
Week 4: build one dashboard
Duplicate a role template, cut it to what you actually look at, and share it read-only.
What's not here yet
Be clear-eyed before you switch. ServiceTitan's help center describes custom reports with scheduled daily and weekly email delivery1; TradesWork has a "coming soon" placeholder for scheduled reports, and the closest thing today is the owner morning brief, which emails yesterday's headline numbers. There's no free-form report designer where you pick arbitrary columns from a data set: if a question isn't answered by the 34 metrics, their filters and their drill-downs, you'll export the rows to a spreadsheet. And dashboard breakdowns are by technician or business unit, not by zone or job type.
If your controller lives on a library of custom reports, list the ten they actually open each month and check each one in a trial before you plan a cutover.
The trap to avoid: judging a new business unit or branch on a dash. A dash isn't a bad month; it's no data yet. Give it a full period before comparing.
Footnotes
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ServiceTitan help center, Reporting guide: key reports by role and workflow. https://help.servicetitan.com/docs/reporting-guide-key-reports-by-role-and-workflow-in-servicetitan-max ↩ ↩2
