The Provider Success Score (PSS) is the north-star reputation metric your managed providers can use to track their progress, and that buyers use when vetting and filling work.
The PSS ranges from 0 to 100 (Poor to Excellent) and is made up of these 3 components:
↩️ Backout Score
🕑 Timeliness Score
⭐️ Buyer Satisfaction
These metrics use data from a provider's recent work order history (going back no further than 2 years) to help reflect their overall reliability, service quality and the most consistent kinds of private buyer feedback they receive.
PSS Tiers:
- 95-100 is labeled as Excellent
- 90-94 is labeled as Very Good
- 85-89 is labeled as Good
- 75-84 is labeled as Fair
- 0-74 is labeled as Poor
Service Companies do not get an overall company PSS, but each individual managed provider does. If your managed providers don't have a PSS yet, don't worry; Providers receive their PSS after meeting the minimum work order volumes for each score:
- Backout Score: 5 work orders assigned in the last 2 years
- Timeliness Score: 5 work orders approved in the last 2 years
- Buyer Satisfaction: Private work order feedback signals submitted from 3 different buyers in the last 2 years
The 3 PSS Components - Explained 🔎
Score Component | What it Measures | Best Practice |
|---|
Backout Score | Frequency of cancellations or assignment removals caused or initiated by your company or managed provider, over their last 30 work order assignments. | You can maintain a positive Backout Score by effectively managing your teams availability and schedule. If your managed provider can't make it to a work order they are assigned to, let the buyer know ASAP and/or you can request a swap. You may be able to reschedule instead of backing out, but if not, you can report "I can't make it to my assignment" before the start of the confirmation window to give the buyer more time to replace you and minimize the negative impact to the backout score. Early backouts have less impact toward your score compared to late. And No Shows have 3x worse impact. |
Timeliness Score | Frequency of on-time, late or early check-ins over a providers' last 30 approved work orders. | You can help increase your "On Time" check ins by planning ahead for possible travel and access delays, and ensuring you check in through the Field Nation app upon arrival, with GPS enabled, to properly document your start time. |
Buyer Satisfaction | Up to 100 work orders worth of privately collected buyer feedback signals, going back no further than 2 years. Buyer private feedback of any kind is optional and work orders that receive no feedback signals will have no impact. Eligible signals include: - Privately collected work order feedback about how well you met the expectations listed in the work order
- Getting blocked after completing an assignment
- Getting removed from a work order by the buyer with "incorrect" or "incomplete" work given as the buyers removal reason
- Confirmed User Reported Events
| Based on marketplace data, providers with noted strengths related to professional communication, effective task management and positive end client satisfaction tend to maintain positive Buyer Satisfaction more consistently. |
Get a Boost 🚀
If a buyer has given you Private Feedback in the past and continues to assign you to your work, your Buyer Satisfaction will receive a boost every few work orders even if they don't submit new feedback - assuming there are no other service quality-related issues like late check-ins, back-outs, relevant buyer reported problems, etc.