Home Service Training and Coaching Study Released

Learn more About the 2026 Study

The study compares 6 of the top home service training and coaching companies across eight areas that commonly affect the performance and scalability of a home service business:

1. Operational Systems & Business Infrastructure
2. Financial Accountability & Performance Management
3. Enterprise Scalability
4. Organizational Alignment
5. Customer Journey Consistency
6. Cross-Department Communication
7. Behavioral Reinforcement
8. Customer Experience Alignment

Take our Quiz To See Which Areas You May Need help with

Operational Systems – Step 1 of 8

Every major process in our company is documented and followed consistently. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Managers use the same metrics and scorecards. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

We regularly review KPIs and financial performance. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Employees understand how success is measured. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

the service employees

New employees can be trained using established systems. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Operational Systems — Section score (out of 25)

Operational Systems — Rating

Next

We know our true booking rate. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

We know our true close rate. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

We know technician performance by individual. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

We regularly review profitability by service line. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Decisions are based on data rather than assumptions. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Financial Accountability — Section score (out of 25)

Financial Accountability — Rating

Next

Managers consistently coach employees. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Expectations are clearly communicated. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Accountability happens regularly. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Employees know who owns each decision. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Leaders are developing future leaders. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Leadership Development — Section score (out of 25)

Leadership Development — Rating

Next

Customers receive the same experience regardless of who serves them. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

CSRs, dispatchers, and technicians communicate consistent messages. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Expectations are clearly set before service begins. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Customers frequently compliment our professionalism. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Customer complaints typically involve unusual situations rather than communication breakdowns. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Customer Journey Consistency — Section score (out of 25)

Customer Journey Consistency — Rating

Next

Dispatch, service, sales, and management operate as one team. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Departments rarely blame one another when problems occur. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Information flows smoothly between departments. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Everyone understands the customer journey. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Teams share common goals and language. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Cross-Department Alignment — Section score (out of 25)

Cross-Department Alignment — Rating

Next

Technicians confidently explain findings to customers. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Customers clearly understand their options. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Technicians build trust quickly. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Recommendations feel educational rather than sales-oriented. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Customers frequently mention technicians by name in reviews. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Technician Communication — Section score (out of 25)

Technician Communication — Rating

Next

Training concepts remain in use months after training occurs. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Managers regularly reinforce desired behaviors. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Employees receive ongoing coaching. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

New habits become part of company culture. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Behavioral Reinforcement — Section score (out of 20)

Behavioral Reinforcement — Rating

Next

Our employees understand the experience and reputation we want customers to associate with our company. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Our phone, dispatch, field, sales, and follow-up experiences feel like they come from the same company. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Our technicians and salespeople explain options in a way customers can understand and trust. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

The in-home experience customers receive matches the expectations set by our marketing and call center. *

• 1 = Strongly Disagree
• 2 = Disagree
• 3 = Neutral
• 4 = Agree
• 5 = Strongly Agree

Customer Experience Alignment — Section score (out of 20)

Customer Experience Alignment — Rating

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