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This month saw the launch of the Provider Success Score to buyers within the New Provider Match experience.
Provider Success Score
Buyers can now see the Provider Success Score (PSS) directly in Match. The Provider Success Score reflects three key components of excellent service delivery: timeliness, backouts, and buyer satisfaction.
- Timeliness Score: Based on the last 30 work orders. Late check-ins impact the score more heavily than early check-ins.
- Backout Score: Based on the last 30 assignments. Early Backout have ½ the penalty of late, no call no show have 3x the penalty of late.
- Buyer Satisfaction: Based on the last 100 work orders with feedback, recent feedback matters more. Includes blocks, Private Feedback, quality issue backout (buyer removes provider due to issue), and user-reported events.
Providers with a Success Score of 85 or higher (Good, Very Good, or Excellent tiers) are more likely to consistently deliver quality service. As the tier increases, the likelihood of a quality issue drops.
A provider’s Provider Success Score will be visible underneath their profile pic with additional information available on hover.
With this release, buyers can also filter by Provider Success Score, Timeliness Score, Backout Score, and Block Rate using the Quality filter within Provider Match.
Lastly, the Provider Success Score has been factored into the default ranking rule within Provider Match.
As a buyer, the following resources are available to you:
- Provider Success Score Buyer FAQs
- The New Provider Match Experience Overview
- Finding The Right Provider For Your Work
- Default Ranking Rule
In addition, you can use the ‘PSS Feedback’ button within Provider Match to share any questions, concerns, or feedback you have.
As a provider, the following resources are available to you:
- Provider Success Score
- Provider Success Score FAQs
- How To Improve Or Maintain Your Provider Success Metrics
In addition, you can create a case using the Problem Type ‘Provider Success Score Inquiry’ to share any questions, concerns, or feedback you may have.
Related Content
A note about our model: Field Nation is a software company and labor marketplace that enables companies to connect with thousands of independent contractors with skills in a variety of work types. Companies are responsible for defining and posting the work, negotiating and engaging the technician, and reviewing and approving each work order. Independent contractors are responsible for entering and updating their platform profiles to advertise their skills, experience, and preferences, as well as choosing when and how they want to work and manage their business.
