Having recently detailed criteria for performance ratings, it seems appropriate to reiterate how rating scores are calculated.
Historically, neutral and negative ratings have been given the same weighting, however now we are scoring neutral ratings with half a point per rating.
As an example, under the old scoring system, if a Service Partner had 75 positive ratings, 20 neutral ratings and 5 negative ratings, their score would have been 75/100 = 75%.
Under this new scoring system, their rating will be (75 + (20*0.5)) /100 = 85%.
To reflect this change, we have amended the criteria slightly for our Recognition Awards. Where previously we would send awards to Service Partners for fulfilling 100, 500 or 1000 Work Orders with greater than 95% positive ratings and less than 0.5% negative ratings, we are now awarding Service Partners recognition awards for fulfilling 100, 500 or 1000 Work Orders with a combined rating of over 97%.
This slight amendment is designed to ensure the continued recognition of exceptional standards of workmanship. For instance, a Service Partner with a positive rating of 190, a neutral rating of 9 and a negative rating of 1 under the old system would have had a 95% positive and a 0.5% negative score, thereby qualifying them for a Recognition Award (providing this Service Partner has completed 100, 500 or 1000 Work Orders.
Under this new system, the same number of positive, neutral and negative ratings would result in a combined rating of 97%, thereby still qualifying for a Recognition Award (providing this same Service Partner has completed 100, 500 or 1000 Work Orders.