3 Essential Numbers Every Home Service Business Should Know About Online Scheduling

1. 30% – The Percentage of Customers Who Will Book Online

On average, 30% of customers choose to book appointments using Street2Fleet when the only other option is to call. This number may vary if other options, like contact forms or live chat, are available on the website. Interestingly, some businesses have even removed these alternatives because the revenue generated through Street2Fleet significantly outperforms contact forms. This leads us to the next important figure.

2. 50% – The Revenue Loss When Customers Use a Contact Form Instead of an Online Scheduler

A study conducted with Precision Garage Door of NJ revealed that businesses can lose up to 50% in revenue when customers use a contact form instead of an online scheduler like Street2Fleet. The study analyzed the last 100 contact form submissions (excluding spam and sales inquiries) and compared them with the last 100 Street2Fleet bookings. The revenue was tracked back to Service Titan, and the difference was striking.

3. 55% – The Average Completion Rate for Online Scheduling

On average, 55% of people who start the online scheduling process (by entering their job type and zip code) complete their booking. However, this percentage can vary, with some businesses seeing rates as low as 30% and as high as 60%.

Two key areas to monitor are:

Drop-offs at the Arrival Window Screen: Higher drop-off rates often occur when there are fewer same-day or next-day appointments available.
Drop-offs at the Final Screen: If many customers abandon the process at the last step, it might indicate that the service fee is too high. Businesses can experiment with adjusting the fee to see if a lower fee reduces drop-offs or if a higher fee can compensate for a slight drop-off with increased revenue.
Conclusion: Online scheduling is not just a trend—it’s a powerful tool for growth. Smart business owners can leverage the data from platforms like Street2Fleet to unlock hidden profits in marketing and dispatch. By understanding and optimizing these key metrics, businesses can significantly boost their revenue and customer satisfaction.