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 KPI.
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.
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 Are Work Orders Scored?
We have broken down performance 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 an 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 your performance.
Performance Categories and their KPIs
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.
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