Read technician scorecards
Scorecards ranks every technician on one composite score built from first-time fix rate, callback rate, utilization, on-time arrival, and customer satisfaction — pick a tech from the list to see the full breakdown. This is different from Read the safety scorecard, which tracks safety compliance, not job performance.
The composite score
Each tech's score weights five inputs:
- First-time fix rate — 30%
- Callback rate — 20% (fewer callbacks scores higher)
- Utilization — 20%
- On-time arrival — 15%
- CSAT — 15%, only counted once a tech has at least one review on file
A tech showing amber or red on their score is worth a closer look at which input is dragging it down — the individual KPI grid on their page breaks out each one.
Open a technician's scorecard
A tech's page shows the composite score and trend over the last six months, the KPI grid, membership plans sold, commissions earned, and every job in the selected period on the Jobs tab. Switch between MTD, YTD, and a custom date range to change the window.
A tech flagged with a burnout risk indicator is running a load pattern worth checking on before it turns into a quality or safety problem.
Reference
- Who can reach Scorecards — Owners and Office users. Technicians don't see other technicians' scorecards. See Roles & permissions.
- Commissions earned here tie back to Set up commissions.