Which techs close which jobs — and whether this is paying for itself.
ServiceScout measures one thing above all others: close rate, defined the same way in every screen and stricter than most. Then it breaks it down by job type, by technician, by campaign and by play, so the number becomes a decision.
Performance
Replacement estimate · 90 daysOne formula, five places
Close rate = briefed jobs that sold ÷ briefed jobs that actually ran. Canceled and not-yet-run jobs never count. The number cannot be flattered by booking a lot of calls, and it cannot be hurt by a rainy week of cancellations. It only moves when a tech stands in a home and something happens.
The Performance hub, the Morning Brief, Ask Scout, the Sales Plays report and the technician profile all read from the same outcomes and use the same math. If two screens ever disagree, the difference is the date range, not the formula.
The three views
- CompanyBefore / After, then by job type
- Before / After tiles on the same techs and job types, then close rate by job type with Before, After, Change, Sold / Ran and Revenue. Tap any job type row and it opens into a ranked list of techs for that job type. This is the single most useful screen for dispatch decisions.
- By technicianOne row per tech
- Close rate, sold, ran, revenue, average ticket — and, for ServiceTitan shops, on-time rate and revenue per hour worked from timesheets. Tap a tech for their detail screen and their close rate by job type.
- By campaignWhat closed, not what booked
- Close rate and revenue by marketing source or business unit. Booked calls are a vanity metric; this shows what closed. For Housecall Pro shops the lead source on the job is used.
- Sales PlaysPerformance › Reports
- Close rate per play per tech; company tables by play and win condition; average ticket per play. The Sales Plays report.
- Technician profilePeople › Technicians
- One tech's whole story: their briefs, outcomes, metrics and history, with sent / opened / listened on every brief.
- Impact lineHome
- What ServiceScout has been worth on the jobs it briefed, in your own numbers.
The five numbers to watch every week
| Number | What it tells you | Where | Healthy looks like |
|---|---|---|---|
| Close rate, last 7 and 30 days | Are we converting the visits we run? | Performance › Close Rate › Company | Rising over the 30-day line; above your Before number |
| Before / After lift | Is ServiceScout paying for itself? | Same screen, the Lift tile | A steady positive gap after the first month |
| Average ticket on sold jobs | Are we selling the right thing, not just more things? | Same screen; By technician | Stable or rising with close rate |
| Briefs opened before the visit | Is the team actually using it? | Briefs › Dispatch › Sent; Morning Brief | Above 80% of sales visits |
| Weakest play × strongest tech gap | Where is the biggest coachable leak? | Performance › Reports › Sales Plays | The gap shrinking month over month |
Reading the table honestly
- Sold / Ran is the truth; the percentage is the summary. 2 of 2 is 100% and means nothing. 19 of 29 at 66% means something. The reports fade cells with too few visits; trust the faded ones less.
- Before is frozen on purpose. It only changes when your counted techs or job types change. If it moves and you didn't change either, ask support.
- Pending visits aren't in any number yet. A busy booking week doesn't lift or lower close rate until those visits run.
- Estimates with no job type (Housecall Pro) appear as their own row. They count.
- "No campaign tagged" is the honest residual — jobs with no source recorded in your software. If it's most of your jobs, your CSRs aren't recording lead source; fix that in your software and the report gets better on its own.
Where the outcomes come from
After the visit, the result is read from your scheduling software — sold, not sold, estimate open — and the close rate updates by tech, by job type and by play. Nothing is self-reported. Outcomes move through pending → no estimate → estimate open → sold (pending install) → sold (installed) or dead, and only jobs that ran count. On-time rate and revenue per hour worked come from timesheets in ServiceTitan.
Who it's for
What the owner gets
Before / After on the same techs and job types — the renewal math — and the five numbers that fit in fifteen minutes on a Friday.
What the office gets
A ranked list of techs inside every job type, refreshed every 90 days: the source of every dispatch decision worth making.
What the tech gets
Four numbers about them, all from the company's own software: close rate, average ticket, on-time rate, close rate by play. And how to move each one.
Questions people ask
How is close rate calculated?
Briefed jobs that sold divided by briefed jobs that actually ran. Canceled and not-yet-run visits never count, so a busy booking week or a rainy cancellation week can't move the number. Only a tech standing in a home moves it.
What is the Before number?
Your close rate before ServiceScout, from your software's history, on the same techs and job types you've chosen to count. It's frozen on purpose so the After comparison stays honest.
Can I see close rate by lead source?
Yes — the By campaign view shows close rate and revenue by marketing source or business unit. A 'No campaign tagged' row is the honest residual for jobs with no source recorded in your software.
Which metrics need ServiceTitan?
On-time rate and revenue per hour worked are read from ServiceTitan timesheets today. Close rate, average ticket and close rate by play work for every integration.
How many visits before a tech's number means something?
Under about eight ran visits on a job type, the ranking is noise; the reports fade those cells. Rank by close rate, break ties by revenue, and re-rank every 90 days.
Keep reading
See a Scout Brief built on a real appointment from your schedule.
A 30-minute walkthrough. We pick a recent sales visit, build the brief and the audio, and walk through Today's Play as if your tech were about to knock. You decide if it changes the call.