Active customerUnique customer ID with at least one completed, non-voided invoice within the last 24 months.
Repeat customerCustomer with 2+ completed jobs within any 24-month window.
Job / appointmentCompleted, invoiced service call or installation in ServiceTitan. Voided, refunded, and test records excluded.
Customer tenureElapsed time from first invoice to most recent invoice, averaged across all active customers.
Continuous operationNo gap exceeding 6 months between consecutive invoiced jobs across the business history.
Service mixDistribution of job types by count, trailing 24 months. From ServiceTitan job category field only.
GeographyCities from service address on completed job records, trailing 24 months.
Customer growthYear-over-year change in unique customer IDs with at least one completed job. Compared against the same 12-month window in the prior year.
Response timeMedian elapsed time from service request creation to first technician dispatch, trailing 12 months. Excludes scheduled appointments and maintenance contracts.