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Consistency Report

The Consistency Report shows how stable your team assignments and scheduling patterns are over time. It answers three questions: Are customers getting their assigned team? Are jobs happening at the expected time? Are technicians arriving on time? Use it to spot scheduling drift, team coverage gaps, and reliability issues before customers notice them.

Navigate to Reports → Customer & Quality → Consistency Report to open this report.

note

The Consistency Report is protected by a feature flag. If you do not see it in the report catalog, contact your administrator to enable the Consistency Report feature for your company.

Who Can Access This​

RoleAccess
AdministratorFull access
Office ManagerFull access
HR AdminFull access
Payroll AdminFull access
SalesFull access
Field TechnicianNot available

What the Report Measures​

The report calculates five metrics for each recurring service set in your system:

MetricWhat It Measures
Default Team %How often the customer's assigned team actually completed the job
Default Time %How often the job was scheduled at the service's default start time
Unique TechniciansHow many different technicians worked on this service set
Technician Consistency %How stable the team composition is relative to the planned crew size
On-Time %How often the team clocked in within the arrival window

High percentages mean the customer is getting a consistent, predictable experience. Low percentages point to areas that need attention — staffing gaps, scheduling overrides, or routing problems.

KPI Summary Cards​

Four cards at the top of the report show averages across all service sets:

CardWhat It Shows
Service SetsTotal number of service sets analyzed
Avg Team ConsistencyAverage percentage of jobs completed by the default team
Avg Time ConsistencyAverage percentage of jobs scheduled at the default start time
Avg On-Time ArrivalAverage percentage of jobs where the team arrived on time

These give you a quick health check before diving into the detail table.

Choosing a Filter Mode​

The toolbar offers two ways to select which jobs to analyze:

Last X Jobs Mode​

This is the default. It takes the most recent completed jobs for each service set, regardless of date, up to a maximum lookback of 6 months. Jobs older than 6 months are excluded to keep the analysis relevant and the query fast.

  1. Select Last in the filter radio group.
  2. Enter the number of recent jobs to analyze (default is 6, range 1 to 100).

This mode is useful when you want to see current performance without worrying about how far back the data goes.

Date Range Mode​

This mode analyzes all completed jobs within a specific date window.

  1. Select Date Range in the filter radio group.
  2. Pick a start and end date using the date range picker (default is the last 6 months).

This mode is useful for comparing specific time periods, such as this quarter versus last quarter.

Reading the Data Table​

The main section of the report is a sortable, filterable table with one row per service set.

Customer Column​

The Customer column is pinned to the left so it stays visible when scrolling. It consolidates what was previously five separate columns into a single expandable cell. The customer name is displayed as the primary value. Click the expand arrow on any row to reveal additional detail:

  • Home — Property name
  • Address — Full street address
  • Scope — Scope group (for example, "Residential")
  • Service Set — Service type name

The customer name also includes a quick action menu. Click the dropdown arrow next to the name to access Customer Quick Actions (View Profile, Edit Customer, Schedule Job, Add Note, and more) directly from the report without navigating away.

Service Columns​

ColumnDescription
FrequencyHow often the service runs (Weekly, Bi-weekly, Monthly, etc.)
Default Team(s)The team(s) assigned to this service by default
Default StartThe scheduled start time for this service

Metric Columns​

ColumnDescription
JobsTotal number of completed jobs analyzed
By Default TeamCount of jobs completed by the default team
Default Team %Percentage of jobs completed by the default team
At Default TimeCount of jobs that started at the default time
Default Time %Percentage of jobs at the default time
Unique TechsNumber of different technicians who worked this service
Tech Cons. %Technician consistency percentage (higher = more stable crew)
On TimeCount of jobs where the team arrived within the on-time window
On Time %Percentage of on-time arrivals

Averages Row​

A pinned row at the bottom of the table shows the average value for each metric column across all displayed service sets. The row label shows "Averages" followed by the total count of service sets.

How On-Time Is Calculated​

The on-time metric checks whether the first technician clocked in within the customer's notification window. The system uses the job's notification window if one is set. Otherwise, it uses the company-wide default window (typically 15 minutes before to 15 minutes after the scheduled start time). Trainees and extra team members are excluded from the calculation.

Export to CSV or Excel​

Click Export in the toolbar and choose CSV or Excel to download the current data. The file includes all 17 columns unless you hide some: a column you hide is left out. The file's Home, Address, Scope Group and Service Set columns come with the Customer column, or with the matching Home, Address, Scope or Service Set column if you show it from the column menu. If you filter a column in the grid, the file only includes the rows that match. The file is named consistency-report-YYYY-MM-DD.csv (or .xlsx) using today's date.

When to Use This Report​

  • Monthly operations review — check whether consistency is holding steady or trending down.
  • After a period of high call-outs or team changes — measure the impact on how reliably customers received their regular team.
  • When scorecard scores drop unexpectedly — cross-reference with consistency data to see whether team assignment changes correlate with rating changes.
  • Before a customer retention conversation — know the history of who serviced that customer and how regularly.
  • After onboarding new team members — new hires often substitute for existing teams while training, which temporarily lowers consistency scores.

Tips​

  • Start with the KPI cards for a quick health check, then sort the table by the lowest metric to find problem areas.
  • Sort by Default Team % to find customers who are frequently getting a different team than expected.
  • Use Last 6 Jobs mode for a current snapshot. Use Date Range mode when comparing specific periods.
  • A low Technician Consistency % with a normal Default Team % means the team is assigned correctly but its members keep changing — look for turnover or frequent substitutions.
  • Pair this report with Scorecard Results to see whether customers who received inconsistent service left lower ratings.
  • Export before scheduling strategy meetings to have a concrete dataset when discussing team coverage or routing changes.
  • Use a 90-day date range to establish a baseline. Shorter periods can be noisy due to holidays or one-off scheduling changes.

Troubleshooting​

IssueWhat to Check
Report shows no dataConfirm the selected date range includes completed jobs (jobs with timesheet entries). Try switching from Date Range to Last 6 Jobs mode.
Consistency percentages are unexpectedly lowReview recent team assignment changes, scheduling overrides, or high call-out periods for that date range.
Report is not visible in the catalogThe Consistency Report feature may not be enabled for your company. Contact your administrator.
On-Time % seems inaccurateCheck whether the company's notification window settings match your expectations. The default is 15 minutes before and after the scheduled time.
A service set shows 0 jobsThat service set has no completed jobs with timesheet entries in the selected period. Extend the date range or switch to Last X Jobs mode.