Best practices to earn and keep great scores
Focus on great service and keep your performance scores high.
ServiceChannel
Reap the rewards
Your ServiceChannel performance scores are a reflection of your commitment to your customers — customers who depend on you to keep their facilities in top working order for their customers. In the end, achieving and maintaining high scores is all about providing consistently great service.
Follow these best practices, all geared to the key performance indicators that your service is right on top.
Strive for the “perfect” work order
The best way to achieve and maintain great scores — strive for a perfect work order on every job. A perfect work order is:
Accepted quickly: Accept within 30 minutes or less for emergencies and within 24 hours for non-emergencies.
Dispatched promptly: Your technician arrives within the SLA and uses the mobile app to check in.
Completed in one visit: Your technician completes the job in the first visit (with no callback) and checks out via the mobile app. If a proposal is required, submit it quickly.
Invoiced quickly: Your invoice is submitted within the “not to exceed” (NTE) amount as soon as the work order is closed.
Less than perfect, but still great
Of course, not every work order will be “perfect” and your scores account for that. Your scores account for that.
For example, the scoring model looks beyond whether a single SLA is met or missed to the percent of your total work orders with missed SLAs. It also takes into account the severity of the miss. Missing by 20 minutes, for example, is less harmful to your score than missing by 24 hours.
The percent of your total work orders with missed SLAs — beyond whether a single SLA is met or missed.
The severity of the miss. Missing by 20 minutes, for example, is less harmful to your score than missing by 24 hours.
How quickly you submit proposals and whether your invoice is within the amount of the approved proposal.
Your checklist to earn high scores with every work order
Your ServiceChannel performance scores are a reflection of your commitment to your customers — customers who depend on you to keep their facilities in top working order for their customers. In the end, achieving and maintaining high scores is all about providing consistently great service.
Follow these best practices, all geared to the key performance indicators that your service is right on top.
_ Accept work orders promptly. If you need to decline, include a detailed reason.
_ Always check in and check out with the ServiceChannel Provider mobile app. Learn more.
_ Keep your work order up to date. Update to the correct work order status at every step. Include detailed notes in the work order notes field.
_ When you can’t dispatch or arrive within the SLA. Get there as soon as possible and update your expected arrive time and include detailed explanations in the work order notes field.
_ Arrive prepared. Stock up on often-needed parts so you have the right materials on hand when you arrive on the job site.
_ If the work exceeds the NTE. Advise and get approval from the customer before proceeding, then enter detailed notes in the notes field.
_ Submit proposals promptly. Submit proposals within 24 hours for emergencies and within 48 hours for non-emergencies. Itemize with parts and labor and include photos and any asset information.
_ When you need to order parts. Use expedited shipping and update the work order status to “In Progress: Parts on Order”. Include an estimated arrival/installation date and update as necessary. Then complete the installation as soon as you have the parts.
_ Enter root cause and resolution codes when you close every work order. Learn more.
_ Invoice promptly. Invoice within 10 days of closing the work order and include itemized parts and labor costs.
More ways to boost your scores and grow your business
Make sure your business profile is accurate and complete. Make timely updates if something changes (e.g., technicians, trades, contact information, geographic areas of service). Note that correctly identifying and keeping your geographic areas of service up to date is critical to being found by the right customers in search. It also ensures that you won’t get invitations from customers outside your range of service that you then have to decline. Watch the video.
Include profiles for all your technicians. Customers want to know who is arriving at their location.
Monitor your invitations. Accept or decline invitations from new customers within 48 hours.
Invest the time upfront to complete customer compliance requirements as quickly as possible.
More on scores
Provider performance scores highlight your great service: How performance scores can help you improve service and efficiency, get paid faster, and get discovered by new customers.
Contractor Scorecard. Use your scorecard to track your scores and KPIs in near real time for all of your customers, down to the work order level.
New benchmarking feature: See how your scores stack up compared to providers in your own trades and service area.
What your scores mean: See how your scores are calculated and what defines top performers based on current market conditions.
Some circumstances are out of my control — can this negatively affect my scores?
Circumstances such as supply chain issues and labor shortages affect all providers, and since scores are calculated relative to all other providers, they are inherently reflective of these common issues.
Often a missed SLA is caused by my customer, does this negatively affect my scores?
We are well aware that customer practices can impact both provider performance and the customer’s bottom line. Improving the efficiency of the relationship between facilities managers and providers is part of our core mission.
Our customer success team works closely with customers to identify and coach them on recurring issues. We are continually making updates to the product and the onboarding process to improve efficiently and productivity for both facilities manager and provider, such as the introduction of resolution codes and support for asset management. See the list of best practices for customers.
Are my scores negatively affected every time I decline a work order?
The number of work orders you decline is just one metric used to determine your Quality score. Obviously, being available for all your customer’s needs is an important part of being a high-quality provider. One-off declines won’t have a serious negative impact on your score and it’s always best to decline a work order if you know you can’t deliver good service in a reasonable timeframe. But patterns of decline suggest issues with your availability and capability to provide consistent service when needed. You can’t, for example, decline without penalty every work order classified as an emergency or accept only work orders of a certain scope.
Are my scores negatively affected for declining an invitation to work from a new customer?
No, as long as you respond promptly, there is no penalty for declining an invitation to work for a new customer. Who you do or do not work for is totally up to you.
