New Contractor Scorecard
Build stronger customer partnerships with shared data insights.
ServiceChannel
Today in the “Marketplace Score” section of your provider homepage, you can see your ServiceChannel performance scores for Quality, Speed, Price and Engagement as weighted averages across all your customers.
With the all-new Provider Scorecard 2.0, you have near real-time information on your scores for each customer, on the specific factors contributing to your scores, and where you can focus to stay on top.
What’s new
How it works
What your scores mean
Best practices
FAQs
Get the answers you need to succeed
- How does our performance compare to all other providers on ServiceChannel?
- How are we trending?
- What are our competitive strengths and how can we build on those?
- Are there challenges with our service for specific customers or types of customers that we need to address—or help them address so we can provide our best service?
- Do any of our technicians need extra training or coaching?
- Which actions should we prioritize for the biggest impact?
Your new scorecard puts the answers at your fingertips. You get a complete view of your performance over time, from a high-level view of your scores across all your customers, down to each individual customer.
You can refine and deepen your insights by filtering on specific customer(s), customer location IDs, trade, industry, work order priority, geographic area, and date range.
See how you’re doing on each of the key performance indicators (KPIs) that factor into your scores and which ones are having the biggest impact — even drill down to the related work orders and invoices.
Relevant, updated metrics to boost your profitability and growth
The new scorecard is built with expanded metrics and updated calculations based on the latest ServiceChannel technology and ever-expanding knowledge base. It delivers accurate, meaningful business insights and the fair assessments you and your customers expect.
It gives you the same easy access to the insights your customers have about you, enabling more productive negotiations and a stronger partnership. It helps you identify opportunities to improve your service and boost your efficiency and profitability at the same time.
The updated calculations also align with ServiceChannel Provider Search algorithms, to help boost your exposure to top multi-location brands and win new customers.
“The kind of objective statistics that ServiceChannel provides is worth its weight in gold”
Nick Sestito, Partner, T&J Electric
How it works
When you log into ServiceChannel, simply click on the scorecard tab at the top of any page or on the “Improve My Scores” button on your provider homepage to access your new scorecard.
See your scores by customer, how you stack up overall
- See at a glance how your scores for Speed, Quality, Engagement and Price generally stack up against the thousands of providers on ServiceChannel: Top, Average, Below Average, and Bottom.
- See a list of your customers and your scores for each one. You can further refine this list by trade, work order priority, location, and date range.
- Just click the Speed, Quality, Engagement or Price tabs, or any score in the list, to see details about that score.
See where you stand on the metrics contributing to each score
- From the Speed, Quality, Engagement and Price tabs, you can see how your scores are distributed across the Top, Average, Below Average and Bottom performance buckets. Click on any bucket to see the related customers.
- For any given customer, you can see how you’re doing on all of the individual key performance indicators (KPIs) that make up that score.
- Click on any score in the Speed and Quality tabs to see the related work orders (or invoices in the Price tab).
See how you’re trending
- Click the “Repair KPI Trends” tab to see where you stand now on a specific score and on each contributing KPI, and how these metrics are changing over the timeframe you specify.
- By default, you see these metrics as an average over all your customers. Filter to see the metrics for a specific customer or group of customers.
- Click on any point in the timeline in the Speed and Quality tabs to see all related work orders (or invoices for Price).
What your customers see
Shared insights for stronger partnerships
In the new Contractor Scorecard 2.0, your customers have the same views of data on all their providers as you have for all your customers. That means you and your customer can now see the same data on the work you do for them, with the same ability to drill down to the details.
These mutually shared insights will strengthen your partnership and make your regular performance reviews more productive. Armed with the same data, you can take a more proactive role in resolving differences in your perspectives and focus on improvements you can make, as well as improvements your customer can make to help you do your best work.
For example, in drilling down on your below average scores and KPIs for Price, you might both see that the invoices driving that low score are mostly emergency work orders. This insight may help your customer balance your price score with the realization that you reliably deliver exceptionally fast, high-quality work for those critical situations where they need it most. Or they may recognize that both parties would benefit from a reasonable adjustment to how they assign work order priority.
What your scores mean
Based on millions of work orders for thousands of customer locations, ServiceChannel evaluates provider performance in the four traits facilities managers care about most: Speed, Quality, Price, and Engagement.
Your scores fall into one of four “quartiles” compared to the average scores of all providers on ServiceChannel: Top, Average, Below Average, and Bottom. How these quartiles are defined is based on current market conditions and differs for each score.
Later this year, you and your customers will be able to see how you’re doing not just against the average of all providers on ServiceChannel, but in comparison to benchmarks set by other providers of your trade, in your specific geographic area of service.
How the quartiles are defined*
| Top | Average | Below Avg | Bottom | |
|---|---|---|---|---|
| Speed | 68+ | 58-67 | 45-57 | <45 |
| Quality | 83+ | 71-82 | 19-35 | <19 |
| Price | 66+ | 49-65 | 33-48 | <33 |
| Engagement | 53+ | 36-52 | 19-35 | <19 |
What defines a top performing provider?
| Speed | You meet SLAs (accept or decline work orders promptly and arrive on time), complete jobs in a timely manner, and submit your proposals and invoices quickly. |
| Quality | You check in on site with your ServiceChannel mobile app for every job. You maintain a high first-time completion rate with very few recalls and declines. |
| Price | You deliver cost-effective service. You offer competitive material and labor pricing as reflected in your overall invoice. You have a solid track record for fast repair service and invoicing within the NTE amount. The higher your Price score, the more cost-effective your service. |
| Engagement | Your business and your technicians are fully engaged with the ServiceChannel platform to instill customer confidence. You maintain a complete, up-to-date business profile. You accept or decline new invitations promptly and complete all compliance requirements. You have profiles for all your technicians, so your customers know who is scheduled for their jobs. Your techs use their Provider mobile app to check in and out so labor hours are accurately tracked. Resolution codes are assigned at the close of each work order and your invoices are submitted with line items for materials and labor. |
How scores are calculated
Each score is calculated from a weighted set of key performance indicators (KPIs). The exact formulas, like the Provider Search algorithms, are proprietary, though certain KPIs are generally weighted higher than others and will have a more significant impact on your scores. Those KPIs are indicated below.
| KPIs for Quality Score Check in* One time visit* Recall Work Order Recall on Linked Work Orders Decline Work Order | KPIs for Price Score Median Invoice Amount (No Proposals)* Median Invoice Amount (w/Proposals % Invoices with <2 Hours of Labor % Invoices with >5 Hours of Labor Invoice to NTE Comparison |
| KPIs for Speed Score Same day completion On Time Arrival (Original date)* On Time Arrival (Scheduled date) Timely Dispatch Confirmation Proposal Submission Time Provider Completion Time W/o Proposals Provider Completion Time With Proposals Time on site Time to site | KPIs for Engagement Score Active Technicians* Added Technicians* Invitations* Line Item Invoice Line Item Invoice (Material) Resolution Codes* Technician Profile Completion Average Compliance Completion New Provider Profile Completion* |
Best practices
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. For example the scoring model looks at:
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.
Top tips to earn high scores with every work order
- Accept work orders promptly. If you need to decline, include a detailed reason
- Always check in and check out with the SC 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. 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 will exceed 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.
Frequently Asked Questions
What’s the difference between the new Contractor Scorecard 2.0 and version 1.0?
The new Contractor Scorecard 2.0 incorporates all the benefits and insights of version 1.0 but is enhanced with additional metrics important for you and your customers, including the Speed, Quality, Price, and Engagement scores you now see on your provider homepage, and the specific key performance indicators (KPIs) that contribute to those scores.
Some of the same KPIs are included, such as on-time arrival and first-time completion rates. But the calculations for those KPIs have been updated based on the latest ServiceChannel technology and ever-expanding data. So your scores for those KPIs may be different between the two scorecards.
One of the most important differences is that the new scorecard provides a more robust and intuitive interface, putting the critical information and insights you and your customers need front and center.
Is the 1.0 version of the Contractor Scorecard being replaced?
Yes, at some point the new Contractor Scorecard 2.0 will replace the 1.0 version. However, the 1.0 version will continue to be available until at least December 31, 2023 so those customers who have it integrated into their provider management process have time to transition to the new one.
Do I still need to track my performance on the 1.0 version between now and when it’s retired?
The answer to that question really depends on your customer and which version they will be using in the interim. We are encouraging everyone to adopt the new scorecard as soon as possible, but some facilities teams have the current scorecard integrated into their operational systems to set goals and track the progress of their providers over time. We are keeping the original version available to allow those teams a sufficient period of time to update their processes and systems and integrate the new one.
If I focus only on the new Contractor Scorecard 2.0 and the recommended best practices, can I be sure that my performance metrics on the old scorecard will be solid?
Although the metrics and calculations used are different between the two versions, if you focus on the new version and follow the recommended best practices you will likely also do well according to the original version. Certainly, your metrics won’t be harmed. But if you have a customer that is continuing to use the original version to manage quarterly reviews until it is retired, you should continue to monitor both versions.
Why are my four scores and/or KPIs so different on the new scorecard?
Some of the scores you see in your Contractor Scorecard 2.0 may very well be higher or lower than the scores you see in the original scorecard. The calculations used in Contractor Scorecard 2.0 are updated based on the latest Service Channel technology and data. The resulting scores are fairer, more accurate, and more useful metrics for both you and your customers. Just one example: in Contractor Scorecard 2.0, the calculation for “Provider Completion Time with Proposals” now excludes the time it takes your customers to approve your proposals. The updated calculations and scores also align with Provider Search, so by maximizing your Contractor Scorecard 2.0 metrics, you have the best possible opportunity to be discovered and invited by new customers looking to engage the best providers.
What does it mean if I see a blank in a column instead of a score for a customer?
A minimum of 10 work orders is required for a score to be calculated. If you see a blank, it simply means there were not enough work orders to calculate that score. Keep in mind as you apply filters, the pool of work orders available for calculating a score will be reduced. If you are seeing many blanks, try widening your view by removing a filter.
With the new scorecard, can any of my customers see my performance metrics for my other customers on the ServiceChannel platform?
No, your customers are NOT able to see your performance scores for any of your other customers, just as you can’t see how your customer’s other providers are performing.
Are my maintenance work orders included in the calculation of my scores for Speed, Quality, Price and Engagement?
No, your scores for Speed, Quality, and Price are calculated based only on your repair work orders and invoices. Your Engagement score is not based on work orders or invoices but on how effectively and consistently you engage with the ServiceChannel platform to instill customer confidence.
Can my customers and I still see my performance on maintenance work orders?
Yes, a score for your maintenance work orders is still included in the Score Summary tab of the new scorecard. Plus, you can click on that score in the Score Summary tab or on the Maintenance KPI tab to see the same details that you see on your scorecard today — check-in compliance, schedule date confirmation, and work orders completed. Click on any point in the timeline to see the related work orders.
Can prospective new customers see my Contractor Scorecard 2.0 in Provider Search?
No, only your current ServiceChannel customers have access to your Contractor Scorecard, and they cannot access it through Provider Search.
Since the metrics and calculations in the new Contractor Scorecard 2.0 are aligned with Provider Search, can I use my new scorecard to see what prospective new customers see in Provider Search?
Although the metrics and calculations in the new Contractor Scorecard 2.0 do align with Provider Search, the scores search users see are not the same as the ones you see in your scorecard.
When a prospective new customer performs a search, the scores shown — as well as your ranked position in their search results — are based on a complex algorithm that includes their specified search criteria, such as geographic locations, trade, and industry. The scores you see in your Contractor Scorecard 2.0 are based on your your existing customers.
Monitoring your scorecard and taking steps to keep your scores high will certainly help you do well in Provider Search. You can use filters in your Contractor Scorecard 2.0 to see generally how you are doing in your trades and locations, but not all the scores will be the same as what a specific prospective customer sees in search results.
Later this year, you and your customer will be able to see how your are doing not just against the average of all providers on Service Channel, but in comparison to benchmarks set by other providers of your trade, in your specific geographic area of service.