Performance Scorecard Guide - Xactware

Performance Scorecard Guide800-424-9228 | [email protected] | xactware.com ©2016 Xactware Solutions Inc., All rights reserved.
PERFORMANCE SCORECARD The Performance Scorecard provides a quick view of individual and company performance in the following areas: Cycle Time, Estimate Quality, Price List Changes, Reinspection, and Customer Satisfaction.
The screen shots in this document are generic, and your company’s interface may vary.
Access Performance Scorecard
Generate a scorecard
800-424-9228 | [email protected] | xactware.com ©2016 Xactware Solutions Inc., All rights reserved.
Access Performance Scorecard To access the Performance Scorecard:
1. Select Custom Reports from the Reports menu.
Note: You can customize the XactAnalysis Welcome page to include a Custom Reports
button by clicking customize these options.
2. On the Custom Reports page, click the Dashboards menu, expand the Custom Dashboards section, and select Performance Scorecard.
Generate a scorecard The top portion of the page consists of several filters that allow you to narrow down the data to pertinent information. To Generate the scorecard report, select the filters that apply and click Apply. For more information about each of the filters, see the Filters section below.
Filters Filter Date: Select a status (Received Date, Loss Date, Delivered Date, Returned Date, Corrected Date). The scorecard is filtered to only show estimate data that achieved this status within the appointed date range.
Filter Type: Select a filter type to see scorecard data by that filter type:
Individual: See data by individual service provider. Select the appropriate service providers from the Individual filter that appears on the far right.
Custom Report Group: See data by custom group. Set up custom groups on the Custom Groups page in XactAnalysis. Select the appropriate custom groups from the Custom Report Group filter that appears on the far right.
Geography: See data by geographic area. Select the appropriate geographic areas from the geographic filters that appear on the far right.
Office Levels: See data by office level. Select the appropriate office levels from the Office Level filters that appear on far right.
Org Levels: See data by organization level. Select the appropriate organization levels from the Org Level filters that appear on the far right.
Data Set: Select data sets to view only data for those data sets. Your company may set up multiple data sets in order to organize and manage assignments and estimates.
Threshold Name: Select a threshold name to only view data for that threshold.
Contractor: Select a contractor name to only view data for that contractor.
Dwelling Coverage: Check this box to include Dwelling Coverage estimate data in the scorecard.
Contents Coverage: Check this box to include Contents Coverage estimate data in the scorecard.
Other Structures Coverage: Check this box to include Other Structures Coverage estimate data in the scorecard.
Include Zero Dollar Estimate: Uncheck this box to exclude zero-dollar estimate data from the scorecard.
Include Collaborations: Uncheck this box to exclude collaborated estimate data from the scorecard.
Show Datasets: Check this box to view data by data set.
Show Contractors: Check this box to view data by contractor.
Show Assignees: Check this box to view data by assignee. If the Show Contractors or Show Datasets checkbox is also selected, drill down one level to view data by assignee.
Product Name: Select a product to view data for only that product (XactContents Online, Xactimate, Xactimate Online)
Type of Loss: Select types of loss to view data for estimates with only those types of loss (Collapse, Earthquake, Fire, etc.).
Catastrophe Code: Select catastrophe codes to view data for estimates with only those catastrophe codes.
Dollar Ranges: Select dollar ranges to view data for only estimates within those dollar ranges.
Job Type: Select job types to view data for only estimates with those job types (Emergency, Flooring, General, etc.).
Business Unit: Select a business unit to view only data for estimates with that business unit.
Policy Type: Select policy types to view only data for estimates with those policy types (Commercial, Farm/Ranch, Homeowner).
Client Approval Status: Select a client approval status to only view data for estimates with that client approval status (Client Approved, Client Rejected, Not Yet Approved by Client).
File Status: Select a file status to only view data for estimates with that file status (File Closed, File Opened, File Reopened).
QA Approval Status: Select a QA Approval Status to only view data for estimates with that QA Approval Status (Not Yet Approved, QA Approved, QA Rejected).
The filters in the far right column change based on the selection in the Filter Type menu.
Scorecards Scorecards apply your filter information to display all of the score data from individuals and companies in a single, adjustable table.
Overview header An overview header is available at the top of the scorecard. This section provides you with the number of claims used in the scorecard, the overall score for the individuals and companies in the scorecard, a graphical gauge of the overall score, and the overall scores for each metric category.
Scores An overall score for each individual or company is displayed in the first row. The rows beneath it display category scores (Cycle Time, Estimate Quality, Price List Changes, Reinspection, and Customer Satisfaction) and the metric scores within each category. You can click on any of the category headers to expand or collapse the metric rows within it. For more information about metrics, see Category metrics.
Yellow and red thresholds can be set for overall, category, and individual metric scores. If a score falls within the range of either threshold, it is highlighted in that color. This provides a quick way to identify scores that need attention. You can hover over a score in the scorecard to see it’s threshold range. For more information about thresholds, see View thresholds.
Column headers The name of each individual or company is displayed as a column header. You can click and drag each header to place the columns in any order that you like. You can also click the pin icon in the header to pin the column to the left side of the table and keep it in view when you scroll left or right.
If you click on the name of an individual or company in a header, the scorecard drills down to display their scores on a geographical level. You can continue clicking headers and drilling down to the individual claim number level. At this point, you can navigate to any previous level with the breadcrumb links that appear above the columns, or you can click a claim number to view the claim in XactAnalysis.
Export to Excel To export the scorecard to an Excel spreadsheet, click the green export button on the left side of the overview section. Metric rows are exported only if their category rows are expanded in the scorecard.
View thresholds The Threshold page displays the status conditions for each metric, category, and overall score. To view the Threshold page In Custom Reports, click the Dashboard menu, expand the Custom Dashboards section, and select Threshold.
The Threshold page displays the following information:
Metrics Metrics are measureable claim attributes (Estimate Quality, Price List Usage, Cycle Time, etc.) used to score each individual or company. The metrics are grouped together in the same categories used in the performance scorecard. For more information about metrics, see Category metrics.
Thresholds Each metric and category has a set of score ranges for the green, yellow, and red colors (or grades) used in the scorecards. For example, in the image below, when the Estimate Quality score is above or equal to 75, the grade is green. When the score is less than 75 and greater than or equal to 25, the grade is yellow. When the score is less than or equal to 25, the grade is red. To change any of the thresholds, contact your account manager.
Weight Each metric is designated a numerical value that represents its weight or importance in the calculation of the category overall score.
Category metrics Each metric score is based on the performance of the individual or company in that metric. Each category score is calculated based on the scores and weights of its metrics. The overall score is calculated based on the scores and weights of the categories. Companies can modify category and metric weights by contacting their account representative (Weights appear on the Threshold page). View a more detailed explanation of scoring in Score calculation.
The metrics that contribute to each category score are listed below.
Cycle Time metrics Service provider performance in the following metrics, as well as metric weight, determines the Cycle Time score.
Days to Customer Contacted (Average number of days from Received date to Contacted date)
Days to Site Inspected (Average number of days from Received date to Site Inspected date)
Days Site Inspected to Job Completed (Average number of days from Site Inspected date to Job Completed date)
Days Site Inspected to Estimate Returned (Average number of days from Site Inspected date to Estimate Returned date)
Days Estimate Returned to Job Started (Average number of days from Estimate Returned date to Job Started date)
Days Job Started to Job Completed (Average number of days from Job Started date to Job Completed date)
Days to Return a Non Zero Emergency Estimate (Average number of days from Received date to Estimate Returned date for emergency estimates ($0 estimates excluded))
Days to Return a Non Zero General Estimate (Average number of days from Received date to Estimate Returned date for general estimates ($0 estimates excluded))
Days to Return a Non Zero Estimate (Average number of days from Received date to Estimate Returned date ($0 estimates excluded))
Days to QA Approved (Average number of days from Received date to QA Approved date)
Days to Client Approved (Average number of days from Received date to Client Approved date)
Days In-Queue to QA Approved (Average number of days from In Queue date to QA Approved date)
Cycle Time metrics are left blank and are not included in the calculation of the category score if:
There is no Begin date There is no End date End date is before Begin date End date is 100 days or more after Begin date
The metric receives a score of zero and is included in the calculation of the category score if the Begin date and End date are the same and the end date has no time component.
Note: You can set certain data as required for Cycle Time metrics. For example, you can set the “Job Started” and “Job Completed” dates as required. If those dates are missing, Custom Reports does not remove the “Time from Job Started to Job Completed” and the “Time from Estimate Returned to Job Started” threshold metric scores. Instead, the contractor receives a zero score for these metrics.
Estimate Quality metrics Individual or company performance in the following metrics, as well as metric weight, determines the Estimate Quality score.
Percent of Estimates with Results (Percent of estimates changed before upload (after Xactimate inspection))
Audit Results (Average dollar amount changed before upload (after Xactimate inspection))
Number of Estimate Findings Per Estimate (Number of inspection findings (broken rules) per estimate)
Estimates with Inspection Findings (Percent of estimates with inspection findings (broken rules))
Corrections per Estimate (Number of corrections per estimate) Estimates with at least ONE correction (Percent of estimates with at least 1 correction) Estimates with Photos (Percent of estimates with photos) Estimates with Sketches (Percent of estimates with sketches) Estimates with Overhead or Profit (Percent of estimates with overhead or profit) Estimates with Depreciation (Percent of estimates with depreciation)
Price List Changes metrics Individual or company performance in the following metrics, as well as metric weight, determines the Price List Changes score.
Estimate Deviation Percent (Percent difference between pricelist amount and estimate amount)
Percent Estimates with Price Deviation (Percent of estimates with a price deviation) Percent Estimates with Non-Misc./Bid Item Price Deviation (Percent of estimates with a
price deviation (excluding estimates with price deviation resulting from miscellaneous or bid items))
Estimate Deviation Percent without Miscellaneous or Bid Items (Percent difference between pricelist amount and estimate amount (excluding data from estimates with price deviation resulting from miscellaneous or bid items))
Line Items with ALL Changes (Average number of items per estimate with all price list variations (meaning changes to the price, description, and unit all occurred))
Line Items with ANY Changes (Average number of items per estimate with any price list variation (meaning at least one of the following changes occurred: price, description, or unit))
Line Items with Description Changes (Average number of items per estimate with a description variation)
Line Items with Description and Price Changes (Average number of items per estimate with description and price variations)
Line Items with Description and Unit Changes (Average number of items per estimate with description and unit variations)
Line Items with Price Changes (Average number of items per estimate with a price change)
Line Items with Price and Unit Changes (Average number of items per estimate with a price and unit change)
Line Items with Unit Changes (Average number of items per estimate with a unit change)
Miscellaneous Line Items (Average number of miscellaneous items per estimate)
Reinspection metrics Service provider performance in the following metrics, as well as metric weight, determines the Reinspection score. Metrics that involve dates use the date of the most recent form.
Deviation Percent (Percent deviation from estimate to reinspection) Percent Estimates with Effective Reinspection Form (Percent of estimates with an
effective reinspection form) Overwrites Count (Average number of overwrites per reinspection) Underwrites Count (Average number of underwrites per reinspection) Form Score (Reinspection form score percentage) Days Reinspection Response (Average reinspection response time in days)
Customer Satisfaction metrics Service provider performance in the following metrics, as well as metric weight, determines the Customer Satisfaction score. Scores for Customer Satisfaction metrics are based on scores from current customer surveys accessed in XactAnalysis SP.
Accessibility Cleanliness Professionalism Recommendation Scheduling Workmanship
Score calculation The following sections demonstrate how metric, category, and overall scores are calculated.
Metric scoring In this example, we’ll focus on the Customer Satisfaction metrics. A service provider sends an Overall Consumer Satisfaction survey (accessed on the XactAnalysis SP home page in the Quick View menu) to ten insureds after completing work on their properties. The survey includes questions about each Customer Satisfaction metric. For example, the Scheduling metric question asks, “Did [the service provider] adhere to a preset schedule for the job? Did they begin and complete the job in a timely manner?” The questions are answered on a 1-5 scale.
The surveys are completed and returned, and the scores (or values) are averaged, determining the service provider’s Customer Satisfaction metric average values:
Metric Average
Scheduling 3
Work 5
Cleanliness 3
Accessibility 5
Professionalism 3
Recommendation 1
Category scoring The average values are then assigned grades (or colors) based on the thresholds on the Threshold page. Values of 1-2 = Red, 3-4 = Yellow, and 5 = No color:
Metric Average
Work 5 No Color Cleanliness 4 Yellow
Accessibility 5 No Color Professionalism 3 Yellow
Recommendation 1 Red
The grades are then converted to a 100-based scale for calculation purposes. Weights are also assigned to each metric by the carrier. These weights can be viewed on the Threshold page. Grade conversion and weights are configurable:
Metric Grade
100-based Scale
Conversion Weight
Cleanliness Yellow 50 2
Professionalism Yellow 50 3
Recommendation Red 0 1
Each 100-based scale conversion is multiplied by its metric’s weight. Then the products are summed. The weights are also summed:
100-based Scale
Conversion Weight Product
50 3 = 150
100 3 = 300
50 2 = 100
100 2 = 200
50 3 = 150
0 1 = 0
Sum: 14 900
The product sum is then divided by the weight sum to determine the service provider’s Customer Satisfaction category score. This score receives a Yellow grade based on the Threshold settings:
900 / 14 = 64.29
Overall scoring To calculate the overall score of all categories, suppose the service provider’s category scores and weights are as follows:
Category Score Weight
Estimate Quality 75.00 3
Cycle Time 48.91 2
Reinspection 50.00 1
First, each category score is multiplied by its weight. Then the products are summed. The weights are also summed:
Score Weight Product
80.22 3 = 240.66
75.00 3 = 225.00
48.91 2 = 97.82
64.29 2 = 128.58
50.00 1 = 50.00
Sum: 11 742.06 The product sum is then divided by the weight sum to determine the service provider’s overall score. This score receives a Yellow grade based on the Threshold settings:
742.06 / 11 = 67.46

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Performance Scorecard Guide - Xactware