Towing Company KPIs to Track Every Week
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The towing company KPIs worth tracking fall into four groups: calls (volume, declines, and completion), money (revenue per call, unpaid invoices, and extras), the lot (vehicles on hand, storage aging, and releases), and people (calls per driver and inspection completion). Review a short list every week, compare it to previous weeks, and act on what changes. A handful of numbers you actually look at beats a dashboard nobody opens.
Why KPIs matter for a towing company
Towing is busy and reactive. Days blur together, and it's easy to feel like business is good or bad without knowing why. KPIs turn those feelings into facts. They show which accounts are growing, which drivers need support, where money is getting stuck, and whether your lot is turning over or filling up.
The key is consistency. Track the same numbers the same way every week so you can spot trends. Small changes are easy to miss day to day, but they stand out clearly when you line up several weeks side by side and look for direction rather than single results.
Call KPIs
Total calls
Count calls by day, week, and month. Break them down by account and by call type, such as motor club, police rotation, private property, and cash customers. This shows where your work is coming from and which relationships matter most.
Declined and reassigned calls
How often do drivers decline offers, and how often do calls get reassigned? A rising number may mean you're short on drivers during certain shifts or that calls are being offered to the wrong people.
Completed calls
Compare completed calls to total calls. Calls that were created but never completed can point to cancellations, lost jobs, or gaps in status updates.
Status update consistency
If drivers skip status updates, your data and your customer communication both suffer. Track how often calls move through every stage from offer to completion.
Money KPIs
Revenue per call
Total billed divided by completed calls. Track it overall and by account. A falling number may mean rates are out of date or extras aren't being billed.
Unbilled completed calls
Every completed call should have an invoice. Any gap between completed calls and invoices is money you've earned but haven't asked for. See our guide to towing invoicing software for how to close it.
Unpaid invoices and aging
Track the total amount outstanding and how long it's been open. Sort by account so you know where to follow up first.
Additional cost requests
How many extras do drivers submit, and how many are approved? A low number might mean drivers aren't reporting wait time or extra labor.
Lot KPIs
Vehicles on the lot
Know how many vehicles you're storing at any time, and in which storage lot. Space is money.
Storage aging
How long have vehicles been on the lot? Long-stored vehicles tie up space and often need follow-up steps under your local rules.
Releases, junked, and sold
Track how many vehicles leave the lot each week and how. Comparing intake to outflow shows whether your lot is turning over.
Storage revenue
Storage fee tracking tied to each vehicle shows how much storage contributes to your revenue, and how much is still owed.
People KPIs
Calls per driver
Calls completed by each driver over a period helps you plan shifts and have fair conversations about workload.
Inspection completion
Are drivers completing pre-trip and post-trip inspections every shift? Missed inspections are an early warning for equipment problems.
How to build a weekly KPI review
Pick eight to ten numbers. Start with the ones above that matter most to your business.
Schedule the report. Scheduled email reports, daily, weekly, or monthly, put the numbers in your inbox automatically.
Compare to last week and last month. One week means little on its own. Trends tell the story.
Assign one action. For each number that moved the wrong way, assign a task to someone to look into it.
Share what matters. Export to CSV or PDF for your bookkeeper, partners, or managers.
For more on setting up reports, see our post on towing business reports.
Why the data source matters
KPIs are only as good as the data behind them. If calls live in one spreadsheet, invoices in another, and the lot in a notebook, the numbers won't line up. When dispatch, billing, and impound share one system, your KPIs come straight from the work itself. If you're still weighing that move, read towing software vs spreadsheets.
FAQ
What is the most important KPI for a towing company?
It depends on your business, but most owners should watch completed calls, revenue per call, and unpaid invoices first, since those tie directly to cash flow.
How often should I review towing KPIs?
Weekly works well for most companies. Scheduled email reports can deliver the numbers automatically so the review becomes routine.
Which impound KPIs should I track?
Vehicles on the lot, storage aging, releases and disposals, and storage revenue owed and collected.
Can I track KPIs in a spreadsheet?
You can, but it means copying data from several places by hand. Reports built from the same system as dispatch, billing, and impound are faster and more reliable.
Track your KPIs with Relay Tow
Relay Tow reports cover calls, billing, and impound activity, with CSV and PDF export and scheduled email reports daily, weekly, or monthly. Plans from $66/month. Create your account and set up your weekly review with Relay Tow reports.
