Flawed Membership Metrics/KPI's

[sheldon_1]

Please go vote on my "IDEA" - COMMUNITY-I-2658

THE MEMBERSHIP CONVERSION RATE KPI/METRIC IS FLAWED. This metric is meant to show the percentage of membership opportunities that a technician converted to a membership. The calculation would be the number of sold memberships divided by the number of opportunities (50 memberships sold out of 100 opportunities is 50% conversion rate).

HOWEVER, the metric is flawed because ONLY memberships sold "for today" are counted in the percentage. For example, if the tech sells a membership on an estimate that is marked as "Sold For Later" it does not appear in the membership conversion rate for that tech (even though if you run a sold membership report it will count as that techs sale). BUT, if that tech puts it straight on the invoice for the current job or sells the membership on and estimate for work that they are doing on that job, then it is counted in their conversion rate, and ONLY then.

This is the "best" metric for reporting on memberships sold by technicians as it is the most fair since it is based on opportunities (even ServiceTitan will tell you it's better to track this than the count of memberships sold by a tech). If you track the count of memberships sold by technicians there is no calculation for how many opportunities they've had and therefore one tech could look like they're doing better than others even though their opportunities were very limited. For example in a given date range if tech #1 sells 2 memberships out of 10 opportunities then his/her conversion rate would be 20%, and if tech #2 also sells 2 memberships but out of 20 opportunities then he/she only did 10% conversion rate. So if you use the count of memberships sold by technicians as a driving KPI/metric, then both these techs would look equal. However if you use membership conversion rate then you can see the clear difference. THEREFORE it is extremely important that this Membership Conversion Rate metric is ACCURATE.

The work around for this would be to train your techs to sell all of their memberships on individual estimates and mark them as sold "for today" so that they appear on the techs current invoice every time. However this should be unnecessary and is overcomplicated and frustrating for everyone.

[DawnFinch]

We just went live with our memberships and we are experiencing the exact same issue!! Most of our estimates are flipped into installs to be completed on a different day. Why wouldn't the sold membership count regardless of whether it is on an invoice that closes out the same day. Other tasks on the estimate count as sold for the technician regardless of whether they are installed that day or not. To create a seperate estimate for selling the membership to install that day is extremely clunky and unnecessary for companies that have this workflow of flipping estimates into installs for later. Please fix this ST! 

[LBabayan]

@sheldon_1 Unfortunately, the only way is to have as many votes as possible for the idea!

[cherie_m]

Yes!  Something similar happens when a technician sells a repair and sets a lead, but I cannot articulate it well.  ST likes to unmark it as an opportunity because there is a sold estimate, and then it doesn't count the replacement lead generated. 

[LBabayan]

Hi @sheldon_1 , 

Thanks for bringing up this amazing idea and sharing the upvote link. Our Product Development team regularly reviews ideas submitted by our users, and will often consider them in future ServiceTitan updates. 

[sheldon_1]

@LBabayan How can we guarantee that this idea will be not just considered but acted on? See, the reality is it is actually a bug fix more than an idea.