Industry by the Numbers Report
When it comes to running a pest control business, it’s often hard to gauge where you’re at and where you should be in order to grow your business, reduce costs, or improve customer service.
Our Industry by the Numbers Report breaks down common challenges among PCO’s, call-back rate standards, revenue per employee, production per technician, and price increases – as well as some helpful information on improving these numbers to boost your bottom line.
How do you stack up against other pest control companies across the US?
Measuring your company’s individual success year-over-year is easy if you have the right tools and benchmarks in place. If you haven’t been measuring your company’s successes and failures, there’s no better time to start than now.
What are your greatest challenges?
For the second year in a row ...
of pest control companies reported that finding or keeping good employees was their greatest challenge
stated that gaining new customers was their second greatest challenge
The number of Call-Back Service Orders associated with specific accounts. This is typically based on the type of service or technician.
Calculating your company’s % of call-backs for services performed in 2017
# Call-Backs / Total Services = % of Service Call-Backs
Suggested % of Call-Backs based on Number of Services per Year
Improving Call-Back Rate Percentage:
If your company’s call-back rate percentage is getting close to or has exceeded that 6% mark, take a closer look at the call-back reasons you’re receiving. If it’s due to a specific type of service, look at your process and chemicals being used. If your percentage is high due to technician performance - listen to what customers are saying, as additional training or coaching may be necessary. Finding common trends using an automated Online Reviews or Service Reports tool can improve your customers’ experience and cut down on the number of call-backs per year – saving you time and money.
The average revenue an employee generates for your business per year.
Improving Revenue per Employee
When looking at your revenue per employee, the average revenue generated by technicians should be double the amount generated by non-technicians. If you’re noticing different trends in your business, take a closer look at missed opportunities.
One of the best ways to increase revenue per employee is to implement a solution that will free up time for those in the office and increase the number of jobs per month. Adding route optimization to your software suite will do just that! Planning routes for the following month will go from taking a few weeks to one business day, drive time per technician will decrease, ultimately increasing the number of jobs per technician.
- Saved Hours Planning Routes
- Increased Efficiency
- Increased Customer Satisfaction
- Decreased Technician Drive Time
- Increased Efficiency
- Increased Number of Jobs
- Increased Revenue
- Increased Profitability
Companies running truly optimized service schedules have, on average, improved work orders completed per day per technician by 20%.
Field Service Optimization Benchmark Report - Part II, Aberdeen Group
Based on our sample size of about 800 technicians, 828,000 services were completed this past year, totaling $109 Million. Below is the breakdown of average annual production per technician.
An engaged technician is a productive technician. If you’re looking for a way to increase engagement rates for technicians, consider implementing the following:
Technician Mobile Application.
Give your technicians the freedom to view the appointments for the day, access important customer information, scan devices, capture customer signatures, print from the field and more with Android or iOS devices.
Technicians providing exceptional service will most likely have higher engagement rates. Automatically follow-up with customers after service has been completed so they can rate your best and worst technicians. When you reward your best technicians, you’ll encourage those with lower ratings to become more engaged and provide better service.
Implementing a Customer Feedback System could increase YoY revenue by 11% and NPS scores by 25%
Closing the Customer Feedback Loop - Harvard Business Review
The majority of pest control companies that raised at least one of their service prices in 2017 are located in California, Hawaii, and Arizona.
10% of these companies have increased the price of at least 5% of their services.
The professional pest control industry generated an estimated $8.175 billion in total service revenue in 2016, a 4.6 percent increase from the $7.815 billion measured in 2015.
Cover Story: Top 100, US Structural Pest Control Market Surpasses $8 Billion – PCT
Now that we’ve broken down the common challenges among PCO’s, along with industry standards, and best practices to improve your numbers - you should have a good understanding as to where you’re at and how to get where you want to be.
The majority of this data was collected from 77 participants and may not be representative of all pest control companies.
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your reviews with the help of PestPac?