KPI (key performance indicators) scores provide a measure of contractor performance across completed jobs. Scores are calculated automatically by the system and updated regularly to reflect the most recent activity.
The calculation
KPI scores are calculated using the following formula:
KPI % = (Number of jobs completed satisfactorily ÷ Total number of jobs) × 100
Each job is assessed against a set of performance checks, such as Happy with Work and Happy with Attitude. These checks can be enabled or disabled by an administrator. If a contractor fails even one enabled check, the entire job is marked as unsatisfactory and counts against the KPI percentage.
Date range
KPI data covers the last 13 months, up to the first day of the current month. The current month is excluded so that only complete months are included in the calculation.
What this means in practice
A contractor with 90 completed jobs, of which 81 passed all enabled checks, would have a KPI score of 90%. Any job where a single enabled check fails reduces the overall score, so consistent performance across all checks is important for maintaining a high KPI.