The ongoing service rate is a key performance metric for contractors using the GreenPal platform. It reflects the percentage of customers who continue to use your services after the initial appointment. This guide explains how this rate is calculated and addresses common concerns about discrepancies in displayed percentages.
How the Ongoing Service Rate is Calculated
Initial Job Completion: The rate begins with customers who have hired you for at least one job.
Repeat Hiring: It then considers how many of those customers have rehired you for additional services.
Calculation Method: The formula used divides the number of repeat hires by the total number of first-time hires, then multiplies the result by 100 to get a percentage.
Common Issues and Solutions
Discrepancies in Displayed Percentages:
Sometimes, different parts of the platform may show different percentages. This can be due to delays in data updates or errors in the way data is aggregated.
If you notice a significant discrepancy, it's advisable to report this to GreenPal support for clarification and correction.
Steps to Verify and Address Percentage Issues:
Check Your Stats Regularly:
Regularly review your statistics on the dashboard to ensure all information is up-to-date and accurate.
Compare the ongoing service rate across different sections of the platform to spot any inconsistencies.
Document Discrepancies:
Take screenshots of different rates shown on the platform.
Document specific instances where the numbers seem off, including dates and the number of services performed.
Contact Support:
Submit your findings to GreenPal support.
Provide them with screenshots and a detailed description of the issue.
Ask for a thorough review and adjustment if necessary.
Best Practices to Improve Your Ongoing Service Rate
Enhance Customer Communication: Regularly communicate with your clients about their needs and any upcoming services.
Offer Exceptional Service: Always aim to provide high-quality services that encourage customers to rehire you.
Solicit Feedback: After completing a job, ask for feedback to understand your customers' satisfaction levels and areas for improvement.
Need Further Assistance?
If you need help understanding your metrics or notice any issues with your ongoing service rate calculations, please reach out to GreenPal's support team for detailed assistance and resolution.