Customer Scorecards

Did you know many of our service customers grade us monthly on a scorecard? These scorecards measure many different aspects of service from first time fix percentages, response times, check in/check out requirements and even time to generate quotes and invoices! A typical scorecard will have weighted scores applied to different metrics. For example, a scorecard may assign 10% of the overall score to “Accepting Calls Timely” but assign 50% of the score to “Meeting the SLA” (Service Level Agreement which mandates different levels of service and associated times). The total of these scores will equal grades A, B, C, etc.

Customers today have elevated their requirements for service providers and in so doing, have prepared metrics for measuring. Accurate data gives the customer, as well as the service provider, information needed to improve.  In the long run, improvement = more business.

D&H United uses the report cards as a tool for continuous improvement. The scorecards paint a clear picture of our performance and with the help of our customers, we strive to improve each and every month.