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 | 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 | There is a Check-in, an "In Progress, Onsite" status, or Completion Date by the Scheduled Date. | 100 points - Onsite by Scheduled Date 50 points - Within a 30 minute window Scaled - More than 30 min late NULL (not scored) - No check-in or completion date |
Timely Dispatch Confirmation | How long the provider took to dispatch the work order | Provider confirmed dispatch within 75 minutes from the Call or Reassign Date. | 100 points - Compliant 0 points - Non compliant |
Proposal Submission Time | How long the provider took to submit proposals | Time the WO was in "IN PROGRESS, WAITING FOR QUOTE" status. For work orders with Priority up to 24 hours, 1,440 minutes or 1 day is considered to be on time. For WOs with Priority over 24 hours, 2,800 minutes or 2 days is considered to be on time. | 100 points - Compliant 0 points - Non compliant NULL (not scored) - If the work order never went into WAITING FOR QUOTE status. |
Provider Completion Time Without Proposals | How long the provider took to complete the work order without proposals | Time a provider was responsible for a work order based on the status/extended status combinations. Scoring is dependent upon cross platform data in Priority and Trade and broken down in percentiles. *Must have 30 work orders in that Priority and Trade. | < 10th% : 100 points NULL (not scored) - Less than 30 work orders in that trade/priority. |
Provider Completion Time With Proposals | How long the provider took to complete the work order with proposals | Time a provider was responsible for a work order based on the status/extended status combinations. The total time will be a sum of minutes spent in each status/ext status combination identified as owned by the provider. Scoring is dependent upon cross platform data in Priority and Trade and broken down in percentiles. *Must have 30 work orders in that Priority and Trade. | < 10th% : 100 points NULL (not scored) - Less than 30 work orders in that trade/priority. |
Time on Site | How long the provider spent on site | Total time that a work order was in status "IN PROGRESS, ON SITE", with each individual onsite status capped at 24 hours in case a provider forgot to check out. Scoring is dependent upon cross platform data in Priority and Trade and broken down in percentiles. *Must have 30 work orders in that Priority and Trade. | < 10th% : 100 points NULL (not scored) - Less than 30 work orders in that priority/trade. NULL (not scored) - Didn't check in NULL (not scored) - Less than 5 minutes on site. |
| Time to Site | How long the provider took from start date (call or reassign) to on site | Time difference between Call Date or Reassign Date to the first "IN PROGRESS, ON SITE" status. Scoring is dependent upon cross platform data in Priority and broken down in percentiles. *Must have 30 work orders in that Priority. | < 10th% : 100 points NULL (not scored) - Less than 30 work orders in that trade/priority. NULL (not scored) - Didn't check in |
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