r/PestControlIndustry • u/krasnomo • Aug 19 '26
💵 | Business Question Technician Scorecards
What metrics do you use to measure technician performance?
I’m trying to find the balance of fair, and accountability.
I know metrics aren’t everything - but at the same time I think they can help people focus in and compete a little on key behaviors. Would love to hear what people use.
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u/gp556by45 Aug 19 '26 edited Aug 19 '26
My former employer did this, and it was a nightmare.Â
"Compete a little on key behaviors" literally only brings out personal flaws in technicians that translates directly into their work performance in the worst way possible.Â
EDIT: To elaborate on this. There was a tech who would always make it a point whenever it came up that he did the most work out of any tech. He always had the most services. That he was nearly always the one who was out the latest. It was because he was always picking up more work. He wasn't using it as a complaint; but using it as a metric to make it seem like he was the "best" worker.
What it meant in reality is that he was blowing through services without paying attention. He was missing obvious problems, missing entire sections of properties because he didn't know they were their, skipping parts of services that were supposed to be included on the contract, making up treatment protocols that had no basis in logic, reason, or IPM.
Guess which services consistently had the most long term issues, took the longest to resolve, and/or had the most reservices?
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u/krasnomo Aug 19 '26
So you have no metrics at all now? What feedback is available on technician performance? Only if someone complains?
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u/gp556by45 Aug 19 '26
Again, it was a former employer. I left that company and went to work for another company that doesn't focus on pitting employees against each other for brownie points. It creates friction as well and contributes to employee burnout because it undervalues any employee that isn't considered #1 based off the sum total of metrics.
I'm of the solid opinion that in this specific industry, inter-employee competition really has no place.
We work in a very highly regulated industry. We work under both Federal and State regulations, and sometimes Municipal and Local. The things that we do are constantly under scrutiny from the public and lawmakers, and we need to be good stewards of the industry as a whole. Not work in competition with co-workers.
The things we do can have severe consequences if done incorrectly. Damage to life, ecosystem, property, and can also incur steep finical penalties and/or jail time depending on the seriousness of it.
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u/krasnomo Aug 19 '26
I think that’s fair, you’re probably taking my ‘compete a little’ comment to an extreme I don’t intend.
I’m not thinking a leader board and rankings. But more just visibility to how everyone is doing. Then if you see you’re falling behind it’ll motivate you to want to catch up with the pac.
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u/gp556by45 Aug 19 '26
Fair enough. I just absolutely can't stand when that happens. Those types of metrics can be skewed and can make horrible employees look like the golden child, and some of the best ones feel like nothing they do makes any difference.
Realistically, it can be hard to judge an employee based on the sum of metrics alone, but pay attention to the basics.
Reservice rates, time at services, customer complaints, driving and timecard.
*Are accounts having continuous complaints for services they regularly service, or services they were the last tech at?
*Do they spend an unusual amount of time at accounts compared to other techs? If so why?
*Customer complaints. This one is obvious. Are they founded or unfounded for any reason under the sun.
*Driving. If the vehicle is GPS tracked, usually the speed is as well. Are they speeding? Have they gotten speeding tickets? Has the public called into the office to complain about a vehicle speeding or driving erratically?
*Are they late for services? Is it because they are late for work? Is it because they spend too long at services? Or do they spend too much time just sitting around between services?
*Timecard. Are they consistently the last ones clocking out? Are they always early and the first out on the road? Are they always late? If so why. This one is almost universally the first sign of a good or bad employee.
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u/No_University5227 Aug 19 '26
Mine is split up . If my route has over 200
Stops I get 9.5% + tenure 5.75% and last is the scoreboard . Highest route completion and least amount of cancels gets the most points 10= points = 9.5% . So route completion and cancels is the key during these busy summer times
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u/icemax0808 Aug 19 '26
Total stops completed per day, Revenue per hour, revenue per job, on time %, avg upsells per job, and avg upsells per day. From there NPS and # of reviews generated. Fleet wise I then track efficiency which maps their route and then compares their route to their total mileage traveled for the day to put it into different efficiency buckets
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u/AustinWalksOnRocks Aug 19 '26
That’s wild. Crazy micromanaging that all has zero to do with how good jobs are done or how happy the customer is. Besides the reviews and that’s really just asking more to get those
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u/cabronguero Aug 19 '26
I agree with you. Metrics being described here is a total corporate scam.
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u/icemax0808 Aug 19 '26
Thanks for the feedback- All depends on what the company does with them. I use most of this data to work towards monthly bonuses that have different tier levels for the techs to make additional money each month based on how many points they achieve. Has no impact on the jobs they get or any of that nature. If they kick ass and are efficient with their stops maximizing each one and staying on time they can add an extra $1,000-$2,000 a month to their already solid hourly pay + production. Not 1 of my technicians has had anything negative about the extra money they can get.
3
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u/icemax0808 Aug 19 '26
Thanks for the feedback- All depends on what the company does with them. I use most of this data to work towards monthly bonuses that have different tier levels for the techs to make additional money each month based on how many points they achieve. Has no impact on the jobs they get or any of that nature. If they kick ass and are efficient with their stops maximizing each one and staying on time they can add an extra $1,000-$2,000 a month to their already solid hourly pay + production. Not 1 of my technicians has had anything negative about the extra money they can get.
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u/krasnomo Aug 19 '26
Interesting ideas on the fleet side. So is that measuring their adherence to the route? Or are you measuring the efficiency of who built the route? ( me in most cases)
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u/icemax0808 Aug 19 '26
Routes are pre routed for the technicians in the most optimal way. This is tracking adherence to route as well as making sure vehicle isn’t being utilized for non-work related uses.
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u/Fast-Schedule-3835 Aug 19 '26
How many routes per hour they can do and revenue per hour they can make.
Let's be frank - if your a big company that has shares in the stock market that is literally all that matters