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Marketplace Scores help you assess your strengths and areas that need improvement. You can evaluate your work by the following scores: 

• The Overall Score displays a weighted average of all four individual scores.  
• The Quality score shows how accurately you perform the job. 
• The Price score defines how cost-effective your work is for clients.  
• The Speed score shows how fast you or your technicians complete work orders. 
• The Engagementscore shows how actively you use ServiceChannel’s features to improve your work. 

Score States 

You may see 0 or N/A in the place of the score number.  

• When a score is 0, your actual performance number for a score is 0, and you could raise it by increasing KPI(s).  
• A score of N/A is displayed when there is insufficient data on your performance. You may see the Overall Score as “N/A” meaning it is not available because there is not enough data for one or several of the individual scores. 
  

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OverallScore OverallScore

Overall Score 

The Overall Score is a weighted average of Quality, Pricing, Speed, and Engagement scores.  

Each score consists of key performance indicators that form the score number. 

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SpeedScore SpeedScore

Speed Score 

The Speed score shows how fast you or your technicians complete work orders.  

• A score of 67 or higher indicates the fast speed 
• Scores between 45-66 show the average speed 
• Scores of 0-44 indicate the need for speed improvement 

The Speed score consists of the following metrics / KPIs: 

• Same Day Completion 
• On-Time Arrival (Original Date) 
• On-Time Arrival (Scheduled Date) 
• Timely Dispatch Confirmation 
• Proposal Submission Time 
• Provider Completion Time Without Proposals 
• Provider Completion Time with Proposals 
• Time On-Site Time to Site 

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QualityScore QualityScore

Quality Score

The Quality score shows how accurately you perform the work. 

• A score of 71 or higher indicates the high quality  
• Scores of 63-70 show the average quality  
• Scores of 0-62 indicate the need for quality improvement

The Quality score includes the following metrics / KPIs: 

• Check-In: Percentage of work orders where you checked in. 
• One-Time Visit: Percentage of work orders where you finished the work in one visit. 
• Recall Work Order: Percentage of how frequently you are asked to return to fix the original problem. 
• Decline Work Order Percentage: Percentage of declined work orders. 

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EngagementScore EngagementScore

Engagement Score 

The Engagement score shows how actively you use ServiceChannel’s features to improve your work. 
 

• A score of 57 or higher indicates the high engagement  
• Scores between 33-56 show the average engagement  
• Scores between 0-32 indicate the need for engagement improvement  

The Engagement score includes the following metrics / KPIs: 

• Active Technician: Your score based on whether your technicians log in and check in with their technician account.  
• Added Technician: Your score based on whether you add your technicians to your account.  
• Invitations: Your score by invitation response time. 
• Line-Item Invoice (Labor) 
• Line-Item Invoice (Material) 
• Resolution Code 
• Technician Profile  
• Completion Average 
• Compliance Completion 
• New Provider Profile Completion 

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PriceScore PriceScore

Price Score 

The Price score defines how cost-effective your work is for clients. 

• A score of 66 or higher shows a cost-effective price 
• Scores between 33-66 display the average cost providers 
• Scores between 0-33 indicate costly providers 

The Price score includes the following metrics / KPIs: 

• Median Invoice Amount without Proposals 
• Median Invoice Amount with Proposals 
• Invoices with less than 2hr labor 
• Percent of Invoices with more than 5hr labor 
• Invoice to NTE Comparison