Active customerUnique customer ID with at least one completed, non-voided work order within the last 24 months.
Repeat customerCustomer with 2+ completed work orders within any 24-month window.
Work orderCompleted, invoiced repair or service order in Shop-Ware. Voided, refunded, and test records excluded.
Customer tenureElapsed time from first work order to most recent work order, averaged across all active customers.
Continuous operationNo gap exceeding 6 months between consecutive invoiced work orders across the business history.
Service mixDistribution of work order types by count, trailing 24 months. From Shop-Ware service category field only.
Customer geographyCities from customer address on completed work orders, trailing 24 months.
Customer growthYear-over-year change in unique customer IDs with at least one completed work order. Compared against the same 12-month window in the prior year.
Turnaround timeAverage elapsed time from vehicle check-in to completion notification, trailing 12 months. Excludes parts-on-order holds exceeding 5 business days.
Repair order valueAverage total invoiced amount per completed work order, trailing 12 months. Includes parts and labor.