Scorecards make expectations visible and coaching specific.
In this article
Why scorecards
Techs want to know how they are doing. Numbers remove guesswork.
Key numbers
Five or fewer.
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Callbacks
Quality indicator.
Reviews
Customer feedback.
Sales
Options presented and accepted.
Safety
Incidents and inspections.
Coaching
Use numbers to help, not punish.
Where to start
Choose five numbers, share each tech's scorecard privately every week and discuss one improvement.
An example
A company shared weekly scorecards with techs. Callbacks dropped as techs saw their own numbers.
Common mistakes
Too many metrics, public shaming and numbers without context.
What to track
Track the scorecard numbers themselves week by week, plus how many coaching conversations followed each review.
Questions to ask
Which number matters most for our customers? Is each metric fair across different types of calls? How can we help the tech who is behind?
Price every call so it pays.
We help service businesses set clear policies, book better jobs and turn more calls into profitable work.
Frequently asked questions
What should be on a technician scorecard?
A few key numbers such as revenue per call, callbacks, first-time fix rate, reviews, safety and attendance.