Performance Measures

Here is an example of some of the performance measures we check as part of our inspection program.

1. Error rate reporting - see comments on in house quality review.

2. Attic access reporting - comparing all inspectors inspections allows us to compare the percentage of attics being inspected by all against individual inspectors. Inspectors with lower percentages will be red flagged automatically for quality control purposes.

3. Customer Service Rating Index - depending on the type of inspection, this may or may not be used. It is based on a rated customer service evaluation. The goal is to catalog the inspectors ability to deliver the service aspect we expect. The results are percentage based, and will be compared to the overall company. Customer satisfaction rating index numbers/percentages below a certain parameter will red flag an under performing inspector.

4. Production reporting - outlines turnaround times of inspections, paperwork and more.

5. Issue management - this is crucial and involves the cataloging and tracking of all customer service requests and concerns from our web application and call center. All are tracked back to the online inspector file.

The above are only examples of the detail we go to, so as to provide the most valid inspection report possible for all our clients from both a technical and service prospective.