Over the last few weeks, we have released several improvements to the PSS criteria, based directly on your feedback. Please see below for a detailed summary of the improvements:
- You can no longer lose an ‘On Time’ check-in: This addresses a common use case that impacted multi-visit work orders. You can no longer lose an ‘On Time’ check-in due to a schedule change being made after your initial check-in. For example, if you check in ‘On Time’ for your first visit and the buyer updates the schedule for a second visit, your first check-in will no longer update to ‘Too Early’ and will remain ‘On Time’.
- Credit for repeat buyer relationships: We know repeat relationships can reflect high-quality service, and that buyers don’t always leave Private Feedback on every work order. Now PSS reflects that! Now, if a buyer has given you Private Feedback before and continues to work with you, your Buyer Satisfaction will receive a boost every few work orders that don’t have any private feedback or service quality issues (no late check-ins, no back-outs, no blocks, no user-reported events, service quality-related buyer reported problems etc.).
- Impact of bundled work orders: The Backout Score logic was adjusted to account for bundled work orders. Bundles will still affect your PSS the same way un-bundled work orders do; the only difference is that your Backout Score cannot be negatively affected by more than 3 work orders per bundle. For example, if you are assigned to a bundle of 9 work orders and you back out or cause your removal from the bundle, only 3 will factor into your Backout Score. If the bundle has 3 work orders, all 3 backouts will have an impact.
Let us know if you have any questions about these updates. The Field Nation team will continue monitoring data and provider feedback to ensure PSS remains an accurate reflection of a provider’s reputation and service quality on the platform.
