The problem
Cancelled trips, late pickups, and rising costs each take a little. Most owners never see what they add up to.
What this shows
Revenue against target, where money is leaking, and which routes and drivers need attention, all in one place.
Try it
Put your own numbers in the calculator below. Then open Turnback Analysis to see where trips fall apart.
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Operational Snapshot: YTD revenue of $694K tracks 3.8% below target. On-time performance at 81.4% sits below the 90% benchmark — turnbacks (8.3%) are the primary driver. Driver utilization is strong at 88.4%. Immediate focus: reduce cancellation-driven revenue leakage (~$58K at risk).
What could cancelled trips be costing you?
$0
lost each year to trips that were dispatched but never completed
A rough estimate from your inputs, not a measurement. 4% is the target used in this sample.
Total Revenue
$694K
YTD Actual
▼ 3.8% vs target
Total Trips
5,280
Completed YTD
▲ 2.1% vs prior yr
On-Time Rate
81.4%
Target: 90.0%
▼ 8.6 pts below target
Turnback Rate
8.3%
Target: ≤ 4.0%
▲ 4.3 pts above target
Revenue Leakage
$58K
Turnback-driven loss
8.4% of gross revenue
Revenue vs Target — Monthly
Cost Breakdown — YTD
Service Quality
On-Time Performance
81.4%
Complaint Rate
3.0%
Cancellation Rate
5.2%
Avg Satisfaction
4.2/5
Driver Utilization
Scheduled / Available
88.4%
Avg Reliability
91.0%
Active Drivers
15
352 trips / driver avg (YTD)
Fuel Efficiency
Cost / Mile
$0.35
Miles per Gallon
14.2
Total Fuel Cost
$93K
Avg trip distance: 18.4 mi
Route Scorecard — Top 8 Routes by Volume
| Route | Zone | Trips | Avg Rev/Trip | On-Time % | Turnback % | Status |
|---|---|---|---|---|---|---|
| RTX-01 | North Medical | 842 | $134 | 88.2% | 5.1% | Monitor |
| RTX-02 | East Dialysis | 728 | $142 | 91.4% | 3.8% | On Track |
| RTX-03 | South Community | 614 | $118 | 76.3% | 12.4% | At Risk |
| RTX-04 | West Rehab | 581 | $155 | 84.7% | 6.9% | Monitor |
| RTX-05 | Downtown Clinic | 490 | $127 | 93.1% | 2.6% | On Track |
| RTX-06 | Airport Medical | 402 | $198 | 79.8% | 8.2% | At Risk |
| RTX-07 | Suburban Loop | 378 | $112 | 85.5% | 7.1% | Monitor |
| RTX-08 | Rural Specialist | 245 | $221 | 72.4% | 14.7% | At Risk |
Revenue Impact: 438 turnback events YTD represent $58K in lost revenue — 8.4% of gross. RTX-03 (South Community) and RTX-08 (Rural Specialist) account for 47% of all turnbacks. Addressing weather-related and patient no-show categories alone could recover an estimated $34K annually.
Turnback Events
438
YTD Total
8.3% of 5,280 trips
Revenue Lost
$58K
Direct revenue loss
$132 avg / event
Revenue Leakage %
8.4%
Target: ≤ 4.0%
▼ 4.4 pts over target
Recoverable Est.
$34K
If top categories fixed
Patient no-show + weather
Turnback Reasons
| Category | Events | % of Total | Rev. Lost | Trend |
|---|---|---|---|---|
| Patient No-Show | 142 | 32.4% | $18,740 | ▲ Rising |
| Weather / Road | 98 | 22.4% | $12,920 | Seasonal |
| Vehicle Breakdown | 72 | 16.4% | $9,500 | ▼ Improving |
| Driver Unavailable | 58 | 13.2% | $7,660 | ▲ Rising |
| Appointment Cancel | 40 | 9.1% | $5,280 | Stable |
| Other / Unknown | 28 | 6.4% | $3,700 | Stable |
Turnback Rate by Route
| Route | Zone | Turnbacks | Rate | Rev. Lost |
|---|---|---|---|---|
| RTX-08 | Rural Specialist | 36 | 14.7% | $7,960 |
| RTX-03 | South Community | 76 | 12.4% | $8,950 |
| RTX-06 | Airport Medical | 33 | 8.2% | $6,540 |
| RTX-07 | Suburban Loop | 27 | 7.1% | $3,020 |
| RTX-04 | West Rehab | 40 | 6.9% | $6,200 |
| RTX-01 | North Medical | 43 | 5.1% | $5,760 |
| RTX-02 | East Dialysis | 28 | 3.8% | $3,980 |
| RTX-05 | Downtown Clinic | 13 | 2.6% | $1,650 |
Monthly Turnback Trend
Cost Efficiency: Fuel at $0.348/mile represents 13.4% of total operating cost. RTX-08 (Rural Specialist) carries the highest per-trip fuel burden at $11.40 — 2.4× the fleet average. Scheduled maintenance compliance at 87% is preventing breakdown-related costs from escalating further.
Total Fuel Cost
$93K
YTD
13.4% of operating cost
Avg Cost / Mile
$0.348
Fleet average
▼ $0.02 vs prior yr
Miles per Gallon
14.2
Fleet avg MPG
▲ 0.4 vs prior yr
Maintenance Cost
$47K
YTD
▼ 8% vs prior yr
Fuel Cost by Route
| Route | Total Miles | Fuel Cost | $/Mile | $/Trip |
|---|---|---|---|---|
| RTX-08 Rural Spec. | 34,800 | $12,100 | $0.348 | $11.40 |
| RTX-06 Airport Med. | 28,600 | $9,940 | $0.347 | $9.20 |
| RTX-01 North Med. | 38,200 | $13,270 | $0.347 | $5.80 |
| RTX-04 West Rehab | 22,400 | $7,780 | $0.347 | $5.20 |
| RTX-07 Suburban | 21,000 | $7,295 | $0.347 | $4.90 |
| RTX-02 East Dialysis | 26,200 | $9,090 | $0.347 | $4.70 |
| RTX-03 South Comm. | 27,800 | $9,650 | $0.347 | $4.50 |
| RTX-05 Downtown | 18,600 | $6,460 | $0.347 | $3.80 |
Vehicle Fleet Status
| Vehicle | Miles YTD | MPG | Maint. | Status |
|---|---|---|---|---|
| VH-001 (2022 Transit) | 24,800 | 15.2 | $4,200 | Good |
| VH-002 (2021 Sprinter) | 31,400 | 13.8 | $6,800 | Service Due |
| VH-003 (2023 Transit) | 19,200 | 16.1 | $2,100 | Good |
| VH-004 (2020 ProMaster) | 38,600 | 12.4 | $9,400 | High Risk |
| VH-005 (2022 Sprinter) | 22,100 | 14.8 | $3,600 | Good |
| VH-006 (2021 Transit) | 27,300 | 14.0 | $5,800 | Monitor |
| VH-007 (2023 Promaster) | 15,900 | 15.4 | $1,800 | Good |
Maintenance Compliance by Category
Oil & Fluid Changes
96%
Tire Rotation / Replace
88%
Brake Inspection
82%
Annual DOT Compliance
100%
Financial Position: YTD margin of 24.6% trails the 28% target. Labor (47%) and fuel (13%) are the two largest cost categories. Month-over-month revenue improved 4.2% in August. Reducing turnback-driven leakage represents the fastest path to recovering margin.
Total Revenue
$694K
YTD
Target: $721K
Total Operating Cost
$523K
YTD
75.4% cost ratio
Gross Margin
24.6%
Target: 28.0%
▼ 3.4 pts below target
Avg Rev / Trip
$131
Completed trips only
▲ $4 vs prior yr
Monthly P&L Summary
| Month | Revenue | Target | Cost | Margin | vs Target |
|---|---|---|---|---|---|
| Jan 2026 | $78,400 | $83,200 | $60,100 | 23.3% | ▼ $4,800 |
| Feb 2026 | $74,200 | $78,400 | $56,800 | 23.4% | ▼ $4,200 |
| Mar 2026 | $86,100 | $86,900 | $64,400 | 25.2% | ▼ $800 |
| Apr 2026 | $89,300 | $88,200 | $66,200 | 25.9% | ▲ $1,100 |
| May 2026 | $92,800 | $94,100 | $68,700 | 25.9% | ▼ $1,300 |
| Jun 2026 | $88,600 | $91,200 | $65,800 | 25.7% | ▼ $2,600 |
| Jul 2026 | $94,200 | $99,200 | $69,500 | 26.2% | ▼ $5,000 |
| Aug 2026 | $90,600 | $100,100 | $71,700 | 20.8% | ▼ $9,500 |
YTD Cost Mix
Labor & Driver Pay
$246K
Fuel
$93K
Maintenance
$47K
Insurance
$58K
Dispatch & Admin
$33K
Other
$18K
Labor 47% · Fuel 18% · Ins 11% · Maint 9% · Dispatch 6% · Other 3%
Workforce Insight: Driver utilization at 88.4% exceeds the 85% benchmark. Drivers D-07 and D-12 show elevated turnback involvement rates (>12%) — training and route reassignment should be prioritized. Top performers (D-02, D-09) maintain >95% on-time records across high-volume routes.
Active Drivers
15
YTD
88.4% utilized
Trips / Driver Avg
352
YTD average
▲ 18 vs prior yr
Avg On-Time (Driver)
82.1%
Driver-level avg
Target: 90%
Avg Reliability
91.0%
Shift completion rate
▲ 2% vs prior yr
Driver Performance Scorecard
| Driver | Primary Route | Trips | On-Time % | Turnback % | Reliability | Avg Satisfaction | Rating |
|---|---|---|---|---|---|---|---|
| D-02 | East Dialysis | 418 | 95.4% | 2.4% | 98% | 4.8 | Top Perf. |
| D-09 | Downtown Clinic | 390 | 94.1% | 2.9% | 96% | 4.7 | Top Perf. |
| D-05 | North Medical | 401 | 89.3% | 5.0% | 94% | 4.4 | Strong |
| D-11 | West Rehab | 362 | 86.8% | 6.4% | 92% | 4.2 | On Track |
| D-03 | South Community | 354 | 83.2% | 9.1% | 90% | 4.0 | Monitor |
| D-14 | Suburban Loop | 328 | 81.7% | 7.8% | 89% | 3.9 | Monitor |
| D-07 | South Community | 298 | 74.1% | 14.1% | 84% | 3.4 | Needs Review |
| D-12 | Rural Specialist | 244 | 71.3% | 16.4% | 81% | 3.2 | Needs Review |
Utilization Distribution
Driver Utilization
88.4%
Vehicle Utilization
82.0%
Route Coverage
94%
Shift Completion
91%
Action Items
| Priority | Action | Owner |
|---|---|---|
| High | Review D-07 & D-12 performance — route coaching | Ops Mgr |
| High | VH-004 ProMaster — schedule full mechanical inspection | Fleet Mgr |
| Med | RTX-03 no-show protocol — confirm appointment day-of | Dispatch |
| Med | RTX-08 route restructure — assess rural viability | Ops Lead |
| Low | VH-002 Sprinter — schedule routine service this month | Fleet Mgr |
Key Numbers
Total Revenue
Sum of all completed trip revenue for the selected period. Excludes turnback events where no service was rendered.
On-Time Performance (OTP)
Percentage of trips where the vehicle arrived within the scheduled pickup window (typically ±15 minutes). Target is ≥ 90%.
Turnback Rate
Percentage of scheduled trips that were not completed for any reason (patient no-show, vehicle issue, weather, driver unavailability). Target is ≤ 4%.
Revenue Leakage %
Revenue Lost from Turnbacks divided by (Total Revenue + Revenue Lost). Represents the share of potential revenue not captured due to incomplete trips.
Revenue Lost $
Dollar value of trips that were scheduled and dispatched but not completed. Calculated as Turnback Events × Average Revenue per Trip.
Gross Margin
(Revenue − Total Operating Cost) ÷ Revenue. Target is ≥ 28%. Measures overall profitability before taxes and interest.
Service Quality
Cancellation Rate
Trips cancelled by the patient or provider before dispatch. Distinct from turnbacks (which occur post-dispatch). These represent revenue at risk, not necessarily lost.
Complaint Rate
Documented service complaints as a percentage of total completed trips. Target is ≤ 3%.
Patient Satisfaction Score
Average survey rating (1–5 scale) collected post-trip. Ratings below 3.5 trigger a service quality review.
Operations
Driver Utilization %
Hours drivers are scheduled and working divided by total available driver hours. Measures how effectively the driver workforce is being deployed. Target is ≥ 85%.
Driver Reliability
Percentage of assigned shifts completed without unplanned absences or early exits. A reliability below 85% indicates a workforce retention or scheduling concern.
Vehicle Utilization %
Hours vehicles are actively dispatched divided by total available fleet hours. Low utilization may indicate fleet over-capacity; high utilization may indicate maintenance risk.
Trips per Driver
Total completed trips divided by active drivers for the period. A productivity indicator; rising without OTP decline signals healthy efficiency gains.
Fuel & Cost
Cost per Mile
Total fuel expenditure divided by total miles driven fleet-wide. Used to benchmark fuel efficiency across vehicles and routes.
Miles per Gallon (MPG)
Fleet average fuel efficiency. Higher MPG directly reduces per-mile cost. Route type, vehicle age, and load factor all affect MPG.
Planned Capacity
Maximum trips the fleet and driver roster can service in a given period based on scheduled availability. Used to calculate utilization percentages.
Month-over-Month
Comparison of a metric's value in the current month versus the immediately prior month. Used to assess short-term operational trends without seasonal distortion.
Benchmarks
Revenue Target
Contractually or operationally projected revenue for the period, used as the primary performance benchmark. Currently modeled at approximately $86K–$100K/month with seasonal variation.
NEMT
Non-Emergency Medical Transportation. A Medicaid and insurance benefit covering transportation for eligible patients traveling to non-emergency medical appointments.
Want to see this for your business?
This is sample data. For a client, it’s built from your own dispatch, billing, and payroll records, so you can see exactly where the money goes.