Published June 13, 2025
Your towing business relies on fast, accurate dispatching. Tracking key metrics can help improve operations, boost profits, and increase customer satisfaction.
1. Average Response Time
Response time shows how fast your team reaches a customer after receiving a job. Track it daily, weekly, and monthly.
Quick response times lead to happier customers. Long delays often cause frustration and lost business. Aim to improve this number.
2. First-Time Resolution Rate
This metric tracks how often dispatchers assign jobs correctly the first time. High accuracy improves job flow and driver productivity.
Poor first-time resolution causes rework and wasted time. Monitor this KPI closely and retrain your team as needed.
3. Call Abandonment Rate
This KPI shows how many callers hang up before reaching a dispatcher. A high number means your team may be overwhelmed.
Improve staffing and call handling tools to lower this rate. Every missed call can mean lost revenue.
4. Dispatch to Arrival Time
This metric shows how fast your drivers arrive after the dispatch. It helps identify traffic, routing, or scheduling problems.
Use GPS data to track trends and optimize routes. Faster arrival times improve efficiency and customer reviews.
5. Job Completion Rate
This shows how many assigned jobs your drivers complete. Low numbers may point to scheduling issues or poor communication.
Set completion targets and follow up on missed jobs. Focus on consistent, reliable service for every customer.
6. Customer Satisfaction Score (CSAT)
Ask for feedback after each job. A simple question like "How satisfied were you?" works well. Track average scores over time.
This KPI shows if your service meets expectations. High scores build your reputation and encourage repeat business.
7. Revenue Per Job
Track how much each completed job earns your business. It helps measure efficiency and the value of each dispatch.
Low revenue per job may point to underpricing or inefficiency. Use this data to adjust rates or reduce costs.
8. Driver Utilization Rate
This metric shows how often your drivers are active during shifts. Idle time wastes fuel, labor, and opportunity.
Maximize this KPI by tightening scheduling and balancing workload. Every hour should count.
Why These KPIs Matter
KPIs tell you what’s working and what needs attention. They help you make smart choices to grow your business.
By focusing on these dispatching metrics, you can improve service, cut waste, and boost profits. Prime Dispatching tracks these metrics to provide transparency into the dispatching operations. This way we can make adjustments where needed to better serve our customers.