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Work Order Backlog Calculator
Work order backlog (open tickets ÷ daily completions) is a leading indicator of resident satisfaction. Industry target: 3-5 days. Above 7 days, NPS and renewal probability begin falling measurably. This calculator computes current backlog, net daily flow, and time to burn down to target — helping ops teams decide whether to add a tech, hire a vendor, or restructure dispatch.
Current backlog (days)
8.1
Status
Critical
Net daily change
-2
Days to burn down
—
How the math works
Backlog days = open tickets ÷ daily completions. Industry target: 3-5 days. Above 7 days indicates capacity shortfall — usually time to add tech or vendor support. If new tickets exceed completions, backlog grows continuously.
NPS and renewal probability fall measurably when work-order response time exceeds 48 hours. Backlog management is a leading indicator of resident satisfaction.
How to Use
- Enter current open work orders and daily completed.
- Enter daily new tickets and target backlog days.
- Read backlog days, status, net daily change, and burn-down time.
Frequently Asked Questions
Healthy backlog?
3-5 days = excellent. 5-7 days = monitor. 7-10 days = capacity shortfall, add tech or vendor. 10+ days = critical, residents will churn.
Why does backlog drive NPS?
Resident perception of property quality is dominated by 'do they fix things quickly?' Within 24 hours = excellent. 24-48 = OK. Over 72 = increasingly negative.
Adding tech vs vendor?
Vendor for short-term spikes (storm season, seasonal). Tech for sustained increase. Crossover at 8-10 hours/week of recurring vendor cost.
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