For this key number, we want to know what percent of customers were first time customers. That is, what percent of RO’s are for customers who have never been to the shop in the past.
Last month Acme Auto serviced 146 customers.
32 of those customers were new customers who had never been to the shop in the past.
32 divided by 146 = 0.22
So, our key number is 22%
When looking at this number for a typical independent shop which is solidly profitable, this number will normally run between 19% and 24%