Service Opportunities – Goals & Metrics – FAQs

Q: How do I find the Service Opportunities Performance metrics for my dealer ID?

A: After you have logged into Fleet, you should click on Service Opportunities in the main menu. You will then see two menu options: “Opportunity Management” and “Goals & Metrics.” Click “Goals and Metrics to access the Service Opportunities Goals & Metrics page.

Q. How often are these results updated?

A: The metrics are calculated monthly, following the expiration period for opportunities assigned the last day of the month. For example, August results would be calculated on 9/4 due to leads not expiring on weekends or holidays (Labor Day, in this example).

Q: What are the different metrics that are being tracked?

• Engagement Rate: This metric tracks your timely response to new service opportunities that are assigned to you; calculated by measuring the total number of opportunities that you accepted or declined with reason against the total number of opportunities assigned to you in the evaluation period. Expired opportunities that you did not respond to will negatively impact your results.
• Acceptance Rate: This metric tracks your willingness to accept new service opportunities that are assigned to you; calculated by measuring the number of opportunities that you accepted against the total number of opportunities assigned to you in the evaluation period. In this metric, both expired opportunities and opportunities rejected with reason will negatively impact your results.
• Close Rate: This metric tracks your completion of service opportunities within 30 days of the opportunity being assigned to you. This metric is calculated by measuring the number of service opportunities you completed in Fleet against the total number accepted in the evaluation period. Service opportunities that are not completed within 30 days of accepting them will negatively impact your results.
• Conversion Rate: Our data tells us that home standby generator owners achieve maximum “uptime” performance by their generator when they are connected and monitored by a certified Generac service provider. This metric tracks the conversion of your accepted Service Opportunities to ongoing monitoring services within 60 days of accepting the opportunity. Service opportunities that are accepted and do not get enrolled in Fleet remote monitoring within 60 days of accepting them will negatively impact your results.

Q: Why are there different time periods shown with results on the Goals and Metrics page?

A: When the monthly results are being calculated, we calculate and finalize the Engagement results for most recently completed month. The monthly calculation occurs after the time to accept or decline a newly assigned service opportunity has passed. Since we allow 30 days to complete an accepted service opportunity, and 60 days to enroll an accepted service opportunity in Fleet, the results for those metrics cannot be calculated until that time has passed. For example, when we calculate the Engagement results for service opportunities assigned in October, we calculate the Close Rate for service opportunities assigned in September and the Fleet Conversion rate for service opportunities assigned in August. The tiles at the top of the Goals & Metrics page will always highlight the most recently calculated months at the top of the page.

Q: The bar chart for Engagement Rate is yellow, what does that mean?

A: The bar charts indicate how your results compare to the goal for the metric. When the progress bar is green, you have achieved the 80% goal for Engagement Rate is 80%. A yellow progress bar indicates you achieved at least half of the goal. A red progress bar indicates that you were less than halfway to achieving the goal. 

Q: Can I see the metrics for prior months?

Yes! You can access prior months results in the Scorecard History section of the page, below the graphs for the most recent months results.

Q: How do I see the number of opportunities that impacted my results for a specific month?

A: In the current month graph “tiles”, the number of opportunities assigned for the evaluation period is displayed. To see the counts that are reflected in chart, hover over the circle where the assigned opportunities count is shown. In the Scorecard History section, click on the right arrow for the specific month to expand the details displayed for that month. 

Q: How are the performance metrics used?

A: We want to give Generac Home Standby generator owners the best possible experience when connecting them with a certified service provider. We will use the metrics to ensure that service providers who achieve the program's goals are prioritized when we assign new service opportunities. 

Q: What if I have not been assigned any opportunities in a month?

A: When you do not receive any new service opportunities in a specific month, the metrics for that month will not be calculated. This will not have a negative impact on your ability to receive new service opportunities.

Q: I received a Service Opportunity for a customer that I cannot contact.

A: What should I do to avoid negatively impacting my Close Rate results? You should use the Withdraw feature to let us know that the service opportunity cannot be completed. Scroll to the bottom of the opportunity details page and click the “Withdraw” button and select the appropriate reason for the withdrawal. Service Opportunities that are withdrawn within 30 days of acceptance will not negatively impact your Close Rate results.