Contractor Scorecard 2.0 Scores are calculated using data science techniques to provide the most statically significant and accurate scores that ServiceChannel can provide. This comes with increased complexity which you will not be able to easily average or add up the work order scores to calculate the overall scores. However, this article will break down at a medium level overview how scores are being calculated, which KPIs are heavier weighted, and what actions make up the KPIs.
Key Considerations for Score Calculations
Scores now have a numerical value and no longer use letter grades.
Scores are based on an absolute scale of performance, so scoring at or near 100 is impossible in the real world.
Scores in each performance category Speed, Quality, Engagement, and Price (US) are ranked across the entire ServiceChannel platform and ranked by quartiles: Top, Average, Below Average,and Bottom. These quartile calculations are dynamic.
Due to exclusions, the majority of work orders will not have a value for one or more of the underlying score KPIs. This does not negatively impact your score.
How is Performance Scored?
Performance is broken down into four main categories: Speed, Quality, Engagement, and Price. Speed and Quality scores are based off of work orders. Engagement score measures a providers Fixxbook engagement activity. Price scores are for US customers only and are a dynamic aggregate of invoices and therefore, individual work orders are not scored for price.
Outside the US
If you are outside of the US, the Price score tabs and columns will still show, but you will see nulls in the score placement. This does not negatively impact scores.
Weighted Scores
In each category, there are specific KPIs that are scored and then totaled. Each KPI carries a specific weight calculation based off importance to each category. For example, for Speed, On Time Arrival is the most important factor for speed score vs Same Day Completion and Time on Site – the two lowest weighted KPIs because 1) the work order might not have required same day completion (in which it would not be scored for that) and 2) A provider taking a certain amount of time on site is not as impactful to work order completion as a provider not showing up in a timely manner.
Performance Categories and their KPIs
Here are the categories with each KPI ordered in terms of importance and heaviest weight given. You will note Price KPIs are not ranked because their calculations are much more dynamic than the other categories.
KPI Definitions and Compliance
| KPI | Definition | How it's Scored | Scoring |
|---|---|---|---|
Same Day Completion | Whether the work order was completed within 24 hours | Only work orders that have a max ETA of 24 hours will be scored. | 100 points - Completion 0 - arrival > 24hrs |
On Time Arrival (Updated Scheduled date) | Whether the provider came on site before the updated schedule date | Score based on whether there is a Check-in, an "In Progress, Onsite" status, or Completion Date by the current Schedule Date. | 100 points - Onsite by Scheduled Date 50 points - Within a 30 minute window 0 points - Late NULL (not scored) - No check-in or completion date |
On Time Arrival (Original date) | Whether the provider came on site before the original ETA date | ||
Timely Dispatch Confirmation | How long the provider took to dispatch the work order | ||
Proposal Submission Time | How long the provider took to submit proposals | ||
Provider Completion Time Without Proposals | How long the provider took to complete the work order without proposals | ||
Provider Completion Time With Proposals | How long the provider took to complete the work order with proposals | ||
Time on Site | How long the provider spent on site | ||
| Time to Site | How long the provider took from start date (call or reassign) to on site |
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