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Rate Increases

The Rate Increases tool lets you plan and apply bulk rate changes across your customer service sets. A six-step wizard guides you through filtering accounts, calculating new rates, previewing changes, scheduling an effective date, and notifying customers — all in one workflow.

After execution, the History tab records every rate change for audit and reference.

tip

This feature may need to be enabled for your account. An Administrator or Group Administrator in your office can check if you do not see it under Reports > Rate Increases.

Who Can Access This​

RoleAccess Level
AdministratorFull access
OfficeFull access
SalesFull access
HR AdminFull access
Payroll AdminFull access
TechnicianNot available

Open the Tool​

  1. Go to Office > Reports in the left navigation.
  2. Click Rate Increases in the report list, or navigate directly to Reports > Rate Increases.
  3. The New Rate Increase tab opens by default.

New Rate Increase Wizard​

The wizard has six steps. Use Next and Back to move between them. Progress is saved within your session.

Step 1: Filters​

Choose which service sets to include. The wizard starts with a 12-month Rate Change Cooldown already applied (see below). Clear it if you want to see every service set.

FilterWhat it does
FrequencyLimit to service sets on certain frequencies. Leave blank for All frequencies.
Scope Groups / ScopesLimit to certain scope groups or scopes of work, such as Standard Clean or Deep Clean.
Home ZonesLimit to certain service zones. Leave blank for All zones.
Closed Job History WindowWhich closed jobs feed Avg. Actual Hours and Normalized Avg. Actual Hours. Choose 6, 12 (recommended, the default) or 24 months, or all history.
Minimum Over-Allowed HoursOnly include service sets where normalized average hours minus allowed hours is more than this many hours (0.25, 0.5 or 1 hr). Leave blank to include any variance.
Rate Change CooldownOnly include service sets that have gone at least this many months since their last base rate change (6, 12, 18 or 24). The default is 12 months. Clear it to include all current rates.
Scorecard ResponsesLimit to service sets whose latest customer scorecard response is one you pick.

Include in Calculations controls which jobs count toward the hour averages: first-time jobs, redo jobs, trainee jobs and time-rate-mod jobs. All four are on by default.

Click Next when ready.

Step 2: Increase Config​

Enter the Increase Percentage. The default is 5%, and each service set's current rate goes up by this percentage. To price from a target hourly rate instead, use the Rate Adjustment tab. See Rate Adjustments.

Two switches also matter:

  • Update job allowed hours (on by default): sets the service set's allowed hours from its normalized average actual hours.
  • Update percentage recurring add-ons (off by default): also raises recurring add-ons that are priced as a percentage.

Click Next.

Step 3: Schedule​

Set when the rate increase takes effect.

Effective Date (required) — Pick the date when new rates apply to jobs. It starts as the first day of next month. The system enforces a minimum date based on your most recent payroll period. The earliest allowed date is shown below the picker.

Notes (optional) — Add a note for internal reference, such as "Annual 5% rate increase for recurring customers." Notes appear in the History tab.

Click Next to generate the preview. This step runs a calculation, so expect a brief loading screen.

Step 4: Preview​

Review all proposed rate changes before committing.

Summary cards at the top:

  • Service Sets Selected — Total number of service sets matched
  • Avg Increase — Average percentage change across all selected service sets
  • Total Revenue Impact (per job) — Sum of all per-job rate increases in dollars
  • Unique Customers — Number of distinct customers affected

Preview grid columns:

  • Customer, Home Address
  • Current Rate, New Rate, Difference, % Change
  • Frequency, Scope of Work
  • Allowed Hrs, Avg Actual Hrs, Scorecard, Jobs (history count)

To exclude a service set: Uncheck its row in the grid. The summary cards update automatically. You can also select all or deselect all using the header checkbox.

To fine-tune a row: click a highlighted cell to change New Base, % Change, New Change Date or New Allowed before you apply. See Rate Adjustments for how each one works.

Click Next when you are satisfied with the selection.

Step 5: Notifications​

Choose whether to message affected customers.

  1. Click Configure Customer Notification. To send nothing, leave it as No notification, or click No Notification to clear a setup.
  2. In the window that opens, choose email, text, or both, and pick your templates.
  3. Save. The summary shows the channels and the number of recipients.

Each customer gets one message, even if several of their service sets are in the increase. Customers without an email address or phone number on file can't receive that channel.

Click Next to continue.

Step 6: Review & Execute​

A final summary shows your configuration before you commit.

Configuration card — Shows increase type (e.g., 5% Increase) and hours mode if applicable.

Impact card — Shows service set count, average increase percentage, and total revenue impact per job.

Schedule card — Shows effective date and any notes you entered.

Notifications card — Shows notification type and template if applicable.

danger

Rate increases cannot be easily reversed. Once you click Execute Rate Increase, all selected service set rates update to the new amounts effective on the date you chose. Review all cards carefully before proceeding.

Click Execute Rate Increase to apply the changes. A confirmation message shows how many service sets were updated and how many customer notifications were queued.

History Tab​

Click History in the toolbar to view a record of all past rate changes.

The grid is grouped by Date and Type (e.g., rate increase campaign, manual adjustment). Expand any group to see individual records.

Columns:

  • Customer, Service Set, Home
  • Old Rate, New Rate, Change ($)
  • Avg % Change, Annual Impact
  • Frequency, Notes, Created By

Use the column filters to search by customer or date range.

Tips​

  • Start with a small filter. Run your first campaign on one frequency or scope before applying company-wide. Compare the preview numbers to your expectations.
  • Use scorecard filters to protect top customers. Setting a max scorecard score lets you skip customers with very high satisfaction scores if you want to prioritize retention.
  • The Normalized Avg Actual hours mode gives the most stable results. It smooths out unusually long or short jobs so one-off outliers don't skew the new rate.
  • Always check the preview grid for outliers. Sort by % Change descending to find any service sets where the new rate jumps unexpectedly, then uncheck those rows before proceeding.
  • Add notes for every campaign. The notes field on Step 4 appears in the History tab and makes it easy to explain why a particular increase was applied.
  • Check the effective date against your billing cycle. The tool enforces a minimum date after the last payroll period, but confirm the date also aligns with your next billing run.

Troubleshooting​

I do not see Rate Increases under Reports​

This feature may not be enabled for your account. An Administrator or Group Administrator in your office can confirm that the Rate Increases feature is turned on for your company.

The preview shows no service sets, or a service set is missing​

The most common cause is the Rate Change Cooldown, which starts at 12 months. A service set whose rate changed in the last 12 months, including one changed by an earlier increase, is left out. Clear the cooldown on Step 1 to include it.

Also check these, in order:

  1. Minimum Over-Allowed Hours. Service sets that aren't taking longer than their allowed hours are left out when this is set.
  2. Frequency, Scope Groups / Scopes, Home Zones and Scorecard Responses. Clear them to see every service set.
  3. Unchecked rows. On the Preview step, a row you unchecked is excluded.
  4. Inactive service sets. Cancelled services don't appear.

The effective date I want is grayed out​

The system requires the effective date to be after your most recent payroll period close date. If the date you need falls within a closed period, wait until that payroll period is finalized before running the increase, or ask an Administrator or Group Administrator in your office.

A customer did not get the notification​

Check, in order:

  1. Their service set was included and not unchecked on the Preview step.
  2. They have an email address (or phone number, for text) on file.
  3. Notification was set on Step 5. No notification is the default.
  4. Several service sets for one customer produce one message, not one per service set.

I need to reverse a rate increase​

Rate increases do not have a one-click undo. To reverse changes, you can run a new rate increase campaign targeted to the same service sets and enter the original rates. The History tab lists the previous amounts. If you need help, see How to Contact MaidCentral Support.