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Service Set Pricing and Profitability

This report lists every customer service (a service set) that had jobs in your date range. For each one it shows the current rate, frequency, revenue, what you paid technicians, and the profit left over. Use it to find underpriced customers, see recurring rates, or export revenue by service type.

Open the report​

  1. Go to Office > Reports and open the Reports tab.
  2. Search for Service Set Pricing & Profitability, or browse the Financial reports.

If you don't see it, ask an Administrator or Group Administrator in your office to check that it is turned on for your company.

Set up the view​

  • Date range: choose the dates. Only jobs in this range count toward revenue, pay and job counts.
  • Include Trainee: off by default. When off, any job where a trainee clocked time is left out.
  • Include First-Time-In: on by default. Turn it off to leave out first-visit jobs.
  • Redo jobs are always left out.

What each column group shows​

GroupColumns
Service SetService Set Type (the scope), Customer, Source, Start Date (when the customer was added), Home, Zone, Service Set Description, Default Team(s)
Current Base FeeCurrent Rate Effective Date, Current Base Fee, Current Allowed Hrs, Current Frequency, and how many days since the last rate change
Previous Base FeeThe rate, hours and frequency before the last change
JobsComplete, Closed, Pending, Cancelled, Moved, Lock Out, Skipped, Bumped, Total and Redo job counts
ProfitabilityRevenue, Labor Pay, Payroll Load Factor, Loaded Labor, Gross Profit, Gross Margin % and Payroll % of revenue
Labor HoursHours technicians worked on the jobs, plus Team Productivity, Norm. Act. Hrs and Alwd - Norm. Act. if your company has team productivity reporting turned on
note

The labor cost columns (Labor Pay, Payroll Load Factor, Loaded Labor, Gross Profit, Gross Margin % and Payroll % Rev) appear only for Administrators. For every other role they are hidden, including in exports. Revenue, rates, job counts and labor hours show for everyone who can open the report.

How profit is worked out:

  • Loaded Labor = Labor Pay x (1 + Payroll Load Factor). The load factor covers payroll costs such as taxes. It is a percentage set on the scope under Pay Settings. If a scope has none set, the report uses 100%.
  • Gross Profit = Revenue - Loaded Labor.
  • Gross Margin % = Gross Profit divided by Revenue. Negative profit shows in red.

Example: a bi-weekly clean has $12,000 revenue for the quarter and $6,000 labor pay with a payroll load factor of 15%. Loaded Labor is $6,900, Gross Profit is $5,100, and Gross Margin is 42.5%.

What do Team Productivity and normalized hours mean?​

If your company has team productivity reporting turned on, three extra columns appear at the right of Labor Hours:

  • Team Productivity — how fast the assigned team works compared to a standard team, as a percentage. Above 100% the team ran faster than standard; below 100% it ran slower.
  • Norm. Act. Hrs — the actual hours worked, adjusted for team productivity. This shows how long the visit should take a standard team, so it can be fairly compared with Current Allowed Hrs.
  • Alwd - Norm. Act. — Current Allowed Hrs minus Norm. Act. Hrs. Red means the allowed hours look too low even after adjusting for the team; green means there's room to spare.

A row shows an Estimated tag when productivity couldn't be measured for every technician on the jobs, and a Trainee badge when a trainee worked one of the jobs. Read those rows with extra care — they rest on an assumption rather than a full measurement.

Common tasks​

See every customer's recurring rate. Read Current Base Fee, Current Frequency and Current Allowed Hrs. Filter Current Frequency to Every Week, Every Two Weeks and so on, then export.

Find underpriced customers. Sort by Gross Margin % from lowest to highest (Administrators only, since the column is hidden for other roles). Check Last Rate Change (Days) to see who hasn't had an increase in a long time.

Revenue by type of service. Sort or filter by Service Set Type. The Revenue column shows the total for the range.

Revenue by area. The report has a Zone column but no ZIP code or town. For a list of customers by address, see Contacts Table and Map Views.

Export. Click Export, then Export CSV or Export Excel. The file matches the columns and filters on screen. See Exporting Report Data.

Troubleshooting​

What you seeWhat to do
A customer is missingThe report shows only services with closed or pending jobs in the date range. Widen the dates.
Revenue is lower than expectedCheck Include Trainee and Include First-Time-In. Redo jobs are always excluded.
Revenue doesn't match invoicesRevenue here is the value of the jobs, not what was invoiced or collected. See Report Metric Definitions.
No ZIP code or town columnIt isn't in this report. Use the Zone column, or the Contacts list.
Labor Pay, Loaded Labor, Gross Profit and the other profitability columns are missingLabor cost figures are shown only to Administrators. Ask an Administrator in your office to run the report.
Team Productivity, Norm. Act. Hrs and Alwd - Norm. Act. are missingTeam productivity reporting isn't turned on for your company. Ask an Administrator to turn it on.