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.
Performance Categories and their KPIs
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