Running a successful moving company requires more than just trucks, labor, and a few good Yelp reviews. To grow sustainably, business owners need to dig into their performance data and track key metrics that impact profitability, customer satisfaction, and operational efficiency.
Whether you’re just starting out or optimizing an established operation, aligning your business goals with measurable outcomes is crucial. A good place to start is by outlining clear metrics in your moving company business plan. From there, use KPIs to measure progress and make data-driven decisions.
Below, we’ve rounded up 12 essential KPIs to track for your moving business, categorized by operations, customer service, and financial health.
After reading through this blog post, you can check out the following link for a free moving company business plan example https://www.supermove.com/blog/free-moving-company-business-plan-example.
1. Jobs Completed Per Month
This is the most fundamental operations KPI. Tracking the number of jobs completed on a weekly or monthly basis gives you a sense of capacity, demand trends, and seasonal fluctuations. Use it to:
- Identify your busiest times of year
- Forecast labor and fleet needs
- Set realistic revenue goals
Bonus Tip:
Segment jobs by size (e.g., local vs. long-distance) to understand which services drive volume.
2. Average Revenue Per Move
This KPI reveals how much income you generate on average for each completed job. It’s calculated by dividing your total revenue by the number of moves completed within a given period.
- Formula: Total Revenue ÷ Total Moves
- Why it matters: It helps evaluate your pricing strategy, upselling success, and target market.
External Resource:
Fundera explains the difference between revenue and profit to help you fine-tune your metrics.
3. Customer Acquisition Cost (CAC)
Customer Acquisition Cost shows how much you’re spending to win new customers. It includes marketing spend, sales team costs, and software tools.
- Formula: Total Sales & Marketing Spend ÷ Number of New Customers Acquired
- Insight: A high CAC means your marketing isn’t efficient, while a low CAC indicates good ROI.
Use this KPI to budget for future campaigns and evaluate advertising channels.
4. Customer Lifetime Value (CLV)
Customer Lifetime Value represents the total revenue you can expect to earn from a single customer throughout the entire relationship. In the moving industry, this includes not only repeat moves but also referral business and additional services like packing, storage, or furniture assembly.
- Formula: Average Value of Sale × Number of Repeat Transactions × Average Retention Time
- Why it matters: A high CLV justifies a higher CAC and informs loyalty strategies.
Bonus:
Pair CLV with retention rates to understand how to improve your long-term profitability.
5. On-Time Arrival Rate
Punctuality is one of the biggest drivers of customer satisfaction in the moving industry. Track how often your teams arrive at the scheduled time, and investigate the causes of delays (traffic, overbooking, poor route planning, etc.).
- Target: Aim for 95%+ on-time performance.
- Tools: Use GPS tracking and scheduling software to monitor logistics in real time.
6. Quote-to-Booking Ratio
This KPI helps you gauge how effective your sales process is. It measures the percentage of quotes that convert into actual booked jobs.
- Formula: (Number of Booked Jobs ÷ Number of Quotes Sent) × 100
- How to improve:
- Follow up on leads promptly
- Offer easy online booking
- Clearly communicate pricing and availability
High-performing moving companies often pair this with CRM data to fine-tune their sales funnel.
7. Fuel Cost Per Job
Fuel is a major variable cost for moving companies, especially those offering long-distance services. Monitoring fuel cost per job helps you:
- Improve routing efficiency
- Identify overuse or misuse of company vehicles
- Adjust for rising gas prices
Use telematics and route optimization tools to reduce waste.
8. Damage Claims Rate
Even a single damaged item can ruin a customer’s perception of your business. This KPI measures how many moves result in a claim.
- Formula: Number of Claims ÷ Total Moves × 100
- Target: Aim for less than 2% of moves resulting in a claim
Lowering this rate boosts customer satisfaction and lowers insurance costs.
9. Customer Satisfaction Score (CSAT)
CSAT measures how satisfied customers are with your service, usually via a post-move survey. Ask simple questions like “How satisfied were you with your moving experience?” and let customers rate you on a scale of 1–5.
- Formula: (Total Positive Responses ÷ Total Responses) × 100
- Use Cases:
- Identify top-performing crews
- Address customer service gaps
- Gather testimonials and reviews
External platforms like Trustpilot or Yelp for Business can help collect and display these ratings.
10. Employee Utilization Rate
This measures how much of your employees’ time is spent on revenue-generating tasks versus idle or administrative time.
- Formula: Billable Hours ÷ Total Hours Worked × 100
- Why it matters: Underutilized employees cost you money. Over-utilized ones may burn out. This KPI helps you balance staffing.
11. Repeat Customer Rate
A repeat customer is a powerful signal of customer trust. Whether they’re booking a second move or referring a friend, tracking this KPI shows the strength of your brand.
- Formula: Number of Repeat Customers ÷ Total Customers × 100
- Strategy: Offer referral discounts, loyalty incentives, or storage partnerships to drive return business.
12. Job Profit Margin
While revenue is important, profit is king. This KPI shows how much profit you’re making on each job after deducting expenses.
- Formula: (Revenue – Job Costs) ÷ Revenue × 100
- Track expenses like:
- Labor
- Fuel
- Truck maintenance
- Equipment rentals
If your margins are consistently low, it’s time to reassess pricing, route planning, or operational inefficiencies.
Final Thoughts
Tracking KPIs is about numbers and insight. When you measure what matters, you can:
- Deliver better customer experiences
- Maximize your team’s productivity
- Improve profit margins
With the right systems in place, your moving company can shift from reactive to proactive, and from surviving to thriving.