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Callback Rate
Callback rate is the percentage of completed service jobs with a qualifying return visit. Define the cohort, callback criteria and follow-up window before comparing results.
Callback rate measures the share of completed service jobs that require a return visit. ServiceTitan uses this completed-job basis in its HVAC guidance. State which return visits qualify as callbacks and the period in which follow-up is observed.
For a PM company owner or operating leader, an illustrative calculation divides completed jobs with a qualifying callback by all completed jobs in the same cohort, then expresses the result as a percentage. Count each original job once, even if it has multiple return visits. Keep the job link and visit reason available for review.
Source: ServiceTitan: HVAC Reporting Guidance, Callback Rate.
Frequently Asked Questions
Does a callback prove that work was defective?
No. Review the original job and return-visit reason. A return-visit measure alone does not determine its cause or whether the original work failed a required check.
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