New Provider Guide

Reputation Metrics 📊

The Provider Success Score (PSS) is the north-star reputation metric providers use to track their progress, and buyers use when evaluating eligible providers for their projects. The PSS ranges from 0 to 100 (Poor to Excellent) and is made up of 3 components - Backout Score, Timeliness Score and Buyer Satisfaction. These components use data from a provider's recent work order history (going back no further than 2 years) to 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

If you don't have a PSS yet, don't worry. Providers receive their PSS after meeting the minimum work order volumes for each score component:

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 from 3 different buyers submitted 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 a provider over their last 30 work order assignments.

You can maintain a positive Backout Score by effectively managing your availability and schedule. If you can't make it to an assignment, let the buyer know ASAP. You may be able to reschedule instead of cancelling, but if not, try to give the buyer enough time to replace you. Early backouts have less impact toward your score compared to late, so try to report "I can't make it to my assignment" before the start of the confirmation window.

Timeliness Score

Frequency of on-time, late or early check-ins by a provider over their last 30 completed 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. These feedback signals are all optional and work orders without feedback have no impact. Eligible signals include:

Privately collected work order feedback about how well you met the expectations listed in the work order
Blocks
Work order removals with incorrect or incomplete work as the removal reason
Confirmed User Reported Events

Based on marketplace data, providers with noted strengths like professional communication, effective task management and high end client satisfaction tend to maintain positive Buyer Satisfaction more easily.

What is Considered On Time? ⏰

To maintain a positive Timeliness Score, providers should check in on time. But the definition of "on time" depends on the work order schedule type:

Hard Start: The buyer sets the start time, and you’re marked as on time if you check in between 30 minutes before and 15 minutes after that start time. Hard Start indicates that the buyer's end client and/or the work order location has less flexible availability and requires a more precise arrival time.

Arrival Window with a Hard Start: The buyer chooses a variety of times/days a provider is authorized to arrive. Once assigned, the provider must choose their own Hard Start time within the buyer's designated arrival window. You’re marked as on time if you check in between 30 minutes before and 15 minutes after the hard start time you chose.

Arrival Window without a Hard Start: The buyer chooses a variety of times/days a provider is authorized to arrive. You’re on time if you check in any time within that arrival window. You're marked as late or too early if you check in any time outside of the designated arrival window, even 1 min since the buyer has indicated that is outside of when a provider is authorized to arrive on site.

Please note: If the buyer's arrival window does not require a Hard Start time but includes arrival hours over multiple potential days, you will have to select which day you plan to arrive, but you do not have to designate an exact start time. You're marked as on time if you check in any time on the day you selected, as long as it's within the buyers specified arrival hours.

What is Considered a Backout? ↩️

There are specific work order cancellation or removal reasons that negatively impact your Backout Score, and some that don’t.

Examples of cancellation or removal reasons that do have a negative impact:

Provider has a schedule conflict (overbooking/no longer available)
Provider no call, no show
Provider unresponsive before an assignment such as lack of confirmation or failure to complete pre-site tasks before the start time
Provider reports they are running late, misses the start time, and buyer chooses to remove the provider and find someone else instead of waiting

Examples of cancellation or removal reasons that do not have a negative impact:

Buyer reports a schedule conflict and/or changes the work order schedule after assignment and provider removes themselves
Buyer’s end client cancels or reschedules
Buyer changes scope of work after assignment and provider no longer wants to do the work
Buyer put the work order on hold for too long and provider removed themselves

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