Network ratings explained

To help everyone in our Trade Network understand the rating system we’ve detailed below how the rating system works along with some handy tips and advice in how to improve and maintain your score.

How does it work?

Each Network firm has a rating calculated from 1 (lowest) to 5 (highest), which takes into account various performance factors including:

– % and the speed at which work is accepted

– Customer satisfaction and complaints

–  Invoicing issues

– Average job costs.

This Network rating is used when allocating new callouts, with higher rated firms offered work first, although we also consider other factors such as distance from the callout and how much work has already been issued to a firm in the last 24 hours (to prevent overwhelming a firm with work).

A rating of 3 or less does not indicate your firm is ‘poor’, it is merely a ranking which takes into account these various factors on the work you have done for us.  The more jobs you accept and complete for us, the better your rating will be (i.e. your stats will be less impacted by the odd problematic job).

Top tips to maintain a high rating and ongoing supply of work:

– Accept work offered, and quickly – whilst not everyone is able to accept every job, accept more of the work offered, and quickly, and this will support a higher rating. If you are not available, make sure you regularly update the portal with your unavailable dates on a regular basis, as this will stop you being offered work which you cannot accept.

– Customer satisfaction – after every job we ask our customers for feedback and the scores you receive impacts your rating. Making sure you’re on time (or updating them if you’re not), polite to the customer, treat their property with respect (use dust sheets and shoe covers) and clearly explain what work is required / has been done, all helps to keep the customer happy.

– Minimise complaints – any customer complaints will negatively impact your rating if upheld, so ensuring you keep the customer informed of any problems helps to prevent complaints and helps your rating.

– Hourly rate / job costs – if your job costs are higher than the network average, this may impact your score. Making sure you charge accurately for your time on jobs is important so that this does not reflect on your average costs. If you wish to reduce your hourly rate you can do this by contacting, this could help reduce your job costs and increase the amount of work you receive.

– Invoicing – we ask all firms to be fair and reasonable when charging for work completed but when an invoice is queried, ensuring that your hours can be explained and parts spend evidenced prevents any negative rating impact.  Failing to reach a compromise over a disputed invoice will also impact your rating and should be avoided wherever possible.


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