In this article, each dashboard metric will be explained.
Important notes:
- Clicking on the
icon will display an informational popover that explains how each metric was calculated.
- All Metrics will update at these times depending on the respective time zone:
- 7AM Eastern
- 6AM Central
- 5AM Mountain
- 4AM Pacific
- Some metrics will have a positivity indicator, here's how they work:
- Positive values will be green
- Negative values will be red
- No change will be gray
- Positive values will be green
Here are the dashboard metrics that will be covered:
- Melds Completed
- Speed of Repair
- Resident Satisfaction
- All Time Resident Satisfaction
- Average Chat Messages per Meld
- Average Melds Older Than 14 Days
Melds Completed-
Definition: Displays the total number of Melds completed in the last 30 days compared to the previous 30 days.
Why it's useful: Comparing the number of Melds completed to the last month allows insight into maintenance health and capacity.
How we got the numbers:
Speed of Repair
Definition: Displays average Meld completion time in the last 30 days compared to the previous 30 days.
Why it's useful: Comparing how long it is taking to close Melds to the last month allows insight into maintenance health and capacity.
How we got the numbers:
Median Speed of Repair
Definition:The median (middle number) time in a list of melds representing the speed of repair. The median is the recommended representation of your speed of repair as it is not skewed by a smaller portion of outliers with small or large values.
Why it's useful:This is a leading indicator known to impact resident satisfaction. The speed of repair represents the life cycle of the maintenance request from the residents viewpoint in the system. The lower the speed of repair, statistically, the higher the resident satisfaction score.
Resident Satisfaction
Definition: Displays the average resident rating in the last 30 days compared to the previous 30 days.
Why it's useful: Comparing resident satisfaction to the last month provides insight into any changes in their customer experience.
All Time Resident Satisfaction
Definition: Displays all-time resident satisfaction rating.
Average Chat Messages per Meld
Definition: Displays the average number of chat messages sent from management users for each Meld in the last 30 days compared to the previous 30 days.
What to look for: A healthy value for this metric is considered to be 2 or more messages per chat.
Average Melds Older Than 14 Days
Definition: Displays the average number of Melds older than 14 days in the last 30 days compared to the previous 30 days.
Other Information: This metric has a positivity indicator, this indicator will be green for positive values, gray for no change, and red for negative values.
Why it's useful: Melds open longer than 14 days could be an early indicator of a poor resident experience and may raise a red flag about the completion rate of vendors or maintenance technicians.