How Technician Scoring Works

A recall is when a customer has us come back out on a job we already completed — ServiceTitan flags that return visit as a recall. It’s charged to the tech who led the original job, as long as that original job was completed within the last 180 days.

Numerator — recalls

The recalls charged to that tech where the original job was completed within the last 180 days. A recall on an original job older than 180 days is shown but not counted. If ServiceTitan has no completion date on the original job, the recall still counts.

Denominator — revenue jobs

That tech’s revenue jobs over the same trailing 180 days. A revenue job = any completed job that billed more than $0, other than the flat $97 dispatch fee — paid specials count (a $79 tune-up is a revenue job). A $0 prepaid-maintenance visit does not count, and a field tech’s installs are not counted here.

Charged to

The tech who led the original job — the first non-helper assigned, matched to the recall’s trade. Not whoever ran the recall, and not the seller.

Windows

Recalls over the last 90 days; revenue jobs over the last 180 days.

Goal / floor

Goal 5% or lower. Below 30 revenue jobs, no rate is shown — the count still is.

Memberships you sold, over the visits where the customer wasn’t already a member.

Numerator — memberships sold

Memberships credited to you as the seller — whoever ServiceTitan has as the SoldBy on the membership. Score counts monthly + annual sales; pay counts monthly only ($25 each).

Denominator — eligible visits

The visits where the customer wasn’t already a member.

Charged to

The seller (SoldBy) — not the tech who ran the job.

Window

Month to date.

Goal / floor

Goal 15% or higher. Floor 3 eligible visits.

Exclusions

The comped/giveaway account; any membership cancelled inside the same month it sold (a later-month cancel still counts — the sale stood). Annual sales show but pay $0.

Verified 4★+ reviews that name you, over the jobs where you did real work.

Numerator — verified reviews

Reviews of 4 stars or better that the office has verified. A review naming more than one person credits each of them.

Denominator — review jobs

Visits where you did real work: not a recall, and the visit billed real money — or it was a member’s prepaid maintenance visit (a prepaid tune-up is real work and can earn a review, so it counts).

Charged to

Every person named on the review.

Window

Reviews posted this month — the job behind one can be any age.

Goal / floor

Goal 15% or higher. Floor 5 review jobs.

Pay

$10 per verified 4★+ review to each named person; unverified pays $0 (“awaiting verification”).