KPI-Measuring success · Nail & Scale Your Home Care

KPI-Measuring success

asked a great question and I wanted to share my response. He wanted to know what to track and measure to help him with his agency. This is my response.

One thing I’ve learned is that if you start tracking too soon, you can get caught up in the weeds and focus on details that don’t really matter. In the beginning, you won’t have enough data to track anything efficiently anyway. I wouldn’t stress about big metrics just yet.

What I would suggest is to start measuring your outreach—cold calls, networking events, and how many people you’re getting in front of. For me, I built a simple Excel spreadsheet of all the placement agents I contacted. A year later, I refined it to show which ones were active and what types of clients they sent—because not all agents send the same caliber of clients.

I only recently started tracking caregiver hiring, onboarding, and retention. And honestly, if you’re using software like Wellsky from the start, it’ll capture a lot of this data without you even realizing it. Something else I now track is which clients came back, which ones ended services, and who referred us. Luckily, Wellsky had all that info stored from day one—I didn’t even know I’d need it at the time.

All I’m saying is: in the beginning, you don’t know what you don’t know. As you grow and gain momentum, the important metrics will naturally reveal themselves—especially if you review your agency regularly. I do it weekly. My team thinks I’m a little neurotic for it, but that’s a big reason we’ve grown so quickly.

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