Report library
Technician scorecards
A technician scorecard is a per-tech performance report combining utilization, first-time fix rate, callback rate, and on-time arrival into one view — the operational metrics that determine whether a tech is productive, reliable, and getting the job done right the first time.
The four columns.
One row per technician, rolled up by crew or branch.
- Rolls up by
- Technician, crew or branch.
- Updates
- As work orders close.
- Source
- Clock times, job outcomes, return-visit linkage and scheduled against actual arrival, from normal dispatch and work order flow.
- Benchmark
- None published. Read the trend against your own crews.
- In the app
- app.trythermal.com/scorecards
Why no single metric tells the story
Utilization alone rewards a tech for being busy, not for doing good work — a high utilization number paired with a high callback rate usually means jobs are getting closed too fast. First-time fix rate alone doesn't account for whether a tech is being handed harder, more complex jobs than their peers. Read together, the four numbers cross-check each other.
This is why the scorecard is built as one report instead of four separate ones: a manager reading utilization without callback rate next to it is reading half the picture.
Using scorecards without turning them into a stick
The most common failure mode with technician scorecards is using them purely as a ranking tool, which makes techs defensive and gives them a reason to game the numbers — padding first-time fix by not reporting return visits, for instance. The more durable use is pairing scorecards with a regular coaching cadence: review the trend, not just the snapshot, and use a slipping number as the start of a conversation about truck stock, training, or job assignment rather than a verdict.
Branch and operations managers get the most value comparing scorecards across a crew to spot systemic issues — a whole team with rising callback rate points at a parts or training problem, not four individually declining techs.
Where it lives, and what to read with it
Every number on the scorecard comes from data already captured in normal dispatch and work order flow — clock times, job outcomes, return-visit linkage, and scheduled versus actual arrival — with nothing to log manually. Return visits are matched to the original job automatically, so callback rate and first-time fix rate reflect what actually happened in the field, not a self-reported outcome.
Straight answers.
How is first-time fix rate calculated?
A job counts as first-time-fixed if it closes without a related return visit within the tracked window. Any work order that generates a follow-up visit tied back to the original issue counts against the technician's first-time fix rate for that job.
Can I compare scorecards across branches?
Yes. Multi-branch operators can roll scorecards up by branch to compare team performance, which is often more useful than comparing individual techs directly, since job mix varies by territory.
Does utilization account for travel time between jobs?
Utilization is built from clock times captured through dispatch, so travel, drive time, and non-billable activity are distinguished from billable job time rather than folded into a single number.
What counts as a callback versus a new, unrelated service call?
A callback is a return visit linked to the original work order because it addresses the same reported issue within the tracked window. A new issue at the same site, or a return visit past the window, is logged as a separate job and doesn't count against callback rate.