1. Most common work orders: HVAC-related issues, specifically the non-working air conditioning to go along with plumbing and drainage issues.
2. Emergency work orders: This category makes up 6.67% of all work orders, underscoring the need for preparedness and quick response times in maintenance operations.
3. Callbacks: Reducing callbacks is a key performance indicator for maintenance efficiency. The overall callback percentage is 2.01% with an average rate of 0.74% per technician.
4. Most common work order callback: HVAC or no AC is the most common callback issue, emphasizing the need for thorough initial diagnostics and repairs. Pest control callbacks rank second.
5. Work-order saturation: Work order saturation is the number of open work orders divided by the number of units. It is 5.98%. This metric help steams gauge workload and capacity, ensuring that maintenance teams aren’t overwhelmed. A rate of 10% or less is acceptable and 5% or less is exceptional.
6. Completion times: The average work order completion time is 3.88 days—measured from creation to completion.
7. Fastest and slowest categories: The fastest work order to complete is lockouts. The slowest is HVAC and kitchen exhaust fans not working.
8. Rapid response and volume: The percentage of work orders completed within 24 hours is 66%.
9. Work order volume: Technicians complete an average of 109.5 work orders per month and 1,314 per year.
10. Resident ratings: The average technician rating is 4.2 stars.

Source: 2023 and 2024 AppWork data.