Service Opportunities – Goals and Metrics

Dealers who are participating in the Fleet Service Opportunities program will now be able to track their ability to achieve the goals for participation in the program using a new dashboard in Fleet.

The results for the Service opportunities program metrics will be calculated monthly, when the expiration date for any newly assigned service opportunities within the month has passed, and published for viewing in Fleet. These metrics are calculated at the Dealer ID level.

The following performance metrics will be calculated:

• Engagement Rate: This metric tracks your responsiveness to newly assigned Service Opportunities and is calculated as the percentage of assigned opportunities that were either Accepted or Declined with reason. Service Opportunities that expire due to no response will negatively impact your results. Because we want to ensure that Generac Home Standby owners receive a timely response to their need for service or maintenance, the program goal for Engagement Rate is 100%.
• Acceptance Rate: This metric tracks your willingness to accept the Service Opportunities that are assigned to you and is calculated as the percentage of assigned opportunities that were accepted within the month. We understand that there may be circumstances that require you to decline a Service Opportunity that you cannot accept and have set the program goal for Acceptance Rate is 80%.
• Close Rate: This metric tracks your ability to complete the requested service or maintenance and update the service opportunity in Fleet in a timely fashion and is calculated as the percentage of accepted service opportunities that are completed in Fleet within 30 days of accepting the service opportunity. Customers expect a timely resolution to their requests, but we understand that some requests may require additional time to resolve and have set the program goal for Close Rate at 60%. 
• Conversion Rate: This metric tracks the conversion of a service opportunity to an ongoing service and maintenance relationship, including monitoring in Fleet and is calculated as the percentage of accepted opportunities that are enrolled in a Fleet monitoring subscription within 60 days of accepting the service opportunity. We know the key to maximizing home standby generator uptime is regular service and maintenance from a Generac certified technician with remote monitoring and have set the program goal for Conversion Rate at 30%.

The latest results for these program metrics will be published on the new Service Opportunities Goals and Metrics page in Fleet, accessible by selecting the Service Opportunities menu in Fleet, then selecting “Goals and Metrics”. You will see a tile for each program metric which will include: the leads assigned date range that applies for that metric, the number of service opportunities assigned and a bar chart that will reflect the results for that metric. Because of the 30 day and 60 day timeframes that apply for close rate and conversion rate, the time frames for each tile at the top of the page will be different.

You will also be able to view a month over month view of your historical results on this page. 

Each month will be listed with the total number of number of service opportunities assigned, along with results for Engagement Rate, Acceptance Rate, Close Rate and Conversion Rate. You can also use the option to expand the monthly view to access the counts for accepted, rejected, expired, completed, and withdrawn. 

When viewing the most recent months in the scorecard history, the 30 day and 60 day lag for close rate and/or conversion rate will show In Progress until the metric can be finalized for that month.

You can also access a detailed view of the service opportunity activity that occurred during the month by clicking the “View Details” button for a specific month. The detail view for each month will allow you to view all of the supporting detail for the metric calculations for the month. You will be able to review the following information for all of the opportunity activity: Date Assigned, Opportunity ID, whether it was Accepted, Rejected, or Expired, whether it was Completed or Withdrawn and the date of that activity, along with the enrollment status. For Service opportunities that were accepted, you will be able to link directly to a specific service opportunity by clicking the Details button. Opportunities that were rejected or expired or withdrawn will not be accessible. 

We want the Service Opportunities program to be a valuable tool in helping you grow your service business. Make sure you are prioritized for receiving new service opportunities by reviewing your monthly results and achieving the program goals!

Please see our FAQ page for commonly asked questions about the Service Opportunities Goals and Metrics.