For companies seeking independent technicians to perform on-site tasks, selecting reliable resources plays a key role in end-client satisfaction, and ensuring the work is done successfully. For independent technicians, establishing a reputation as a reliable partner fosters trust and long-term buyer relationships. This is where Reliability Metrics, such as Cancellation and Timeliness Rates, serve as key indicators of dependability across the marketplace.

Understanding Cancellation and Timeliness Rates

• Cancellation Rate:
  Reflects the percentage of work orders that a provider cancels or that are canceled due to the provider’s actions or inactions. This rate is calculated based on the last 30 work order assignments. Maintaining a low Cancellation Rate is important, as it directly impacts how buyers perceive a provider’s reliability. The marketplace target for providers is to keep their Cancellation Rate at or below 5%, meaning just 2 cancellations within the last 30 work orders could bring your score below target. Providers who frequently cancel assignments or fail to meet their commitments risk seeing their rate climb, which could deter buyers from choosing them for future work.

• Timeliness Rate:
  Measures how consistently a provider checks in on time for Hard Start work orders. The Timeliness Rate is calculated using check-in data from the last 30 assignments, focusing solely on jobs with strict start times. The marketplace target for Timeliness is 90% or higher, meaning providers are expected to check in on time for at least nine out of ten assignments. Being late or too early can negatively impact this rate, which is visible to potential buyers who value or require punctuality.

Why These Metrics Matter

For buyers, these metrics are more than just numbers—they reflect a provider’s ability to deliver on their commitments. They are the only provider metrics visible to buyers and are used to make informed vetting decisions. For providers, strong reliability metrics are essential for:

• Building trust
  A provider’s ability to consistently meet expectations builds trust with both new and existing buyers, leading to repeat business and referrals, a stable income stream, and the potential for growth.

• Differentiating yourself in a competitive market to attract job opportunities
  Providers with strong reliability metrics stand out in the marketplace, attracting more job opportunities and fostering long-term client relationships. In a competitive environment, these metrics are key differentiators, with high-scoring providers more likely to secure jobs as buyers prioritize proven dependability.

• Enhancing visibility in buyer vetting
  A strong reputation not only attracts new business but also enhances the likelihood of being prioritized in the Provider Match experience. This increased visibility can lead to even more opportunities.

Strong reliability metrics indicate a provider’s ability to meet deadlines, complete tasks, and maintain communication—critical for successful project execution. Conversely, lower metrics may hinder securing work, as buyers may perceive providers as less dependable.

Improvements to Metric Accuracy

Reliability Metrics reflect proven actions on the marketplace instead of only relying on more subjective forms of feedback like reviews or star ratings. This puts providers in the driver’s seat when it comes to maintaining or improving these metrics. Recognizing the significance of these metrics to buyers, we’ve made several enhancements to improve their accuracy, recency, and visibility:

• Refined Calculation:
  We’ve enhanced our data collection for check-ins and cancellations to ensure metrics more accurately reflect recent tendencies. Instead of measuring reliability across the entirety of a provider’s tenure, Reliability Metrics are based on the last 30 work orders a provider completes. This allows providers to be showcased based on their most recent track record, and gives them more control over maintaining or improving their metrics.

• Increased Transparency:
  Metrics are now more accessible for providers through their My Business Dashboard, as well as their profile, allowing them to track progress and make necessary adjustments.

• Feedback Loop:
  Providers can report errors in their cancellation or timeliness rates, ensuring they have a voice in maintaining accurate metrics. If an issue is identified, it can be promptly corrected which helps ensure their actions are fairly represented.
  
  If you are a provider and believe one or both of your metrics are incorrect, visit your Business Dashboard on mobile, click on “See cancellations” or “ See check-in details,” and then click on “let us know” to fill out the form.

The product team is also busy developing a few enhancements related to Reliability Metrics:

• Enhancing Reason Selection for Technician Removal:
  To help buyers make informed decisions when removing providers from work orders, we will flag which removal reasons negatively impact provider metrics. This aims to ensure that buyers know how specific removal reasons affect technicians.

• Protecting Technicians During Reassignments:
  We are working to ensure that providers are not penalized when they are accidentally removed and then reassigned to a work order and successfully complete the job.

Summary:

Reliability is one of the cornerstones of quality in the Field Nation marketplace. Cancellation and Timeliness Rates are more than just metrics—they are crucial to a provider’s success and professional growth. By improving the accuracy of these rates with real-time data, we help providers showcase their reliability, build trust with buyers, and achieve sustained success.

Other reliability metric resources:

• Cancellation and Timeliness Rates for Providers 
• Hard Start Work Orders & Schedule Changes
• My Business Dashboard for Mobile
• How to be a Top-Rated Provider