Missed-call rate
Missed calls divided by direct calls. Forms and messages do not belong in the call denominator.
Owner operating view
Weekly restoration response scorecard.
The scorecard is the weekly rollup of real response records. It uses direct calls as the missed-call denominator, the shop's stated SLA for contact performance, and explicit denominators for after-hours acknowledgment, disposition completeness, and follow-up completion.
Default weekly metrics
- Direct inquiries and direct calls
- Missed calls divided by direct calls
- Median first-response time
- Percent contacted within the shop's SLA
- After-hours acknowledgment rate
- Disposition completeness
Ungated worksheet
Start with your own records.
Download the blank weekly worksheet. It asks for counts and denominators, not names, phone numbers, message text, job value, or invented lost-revenue estimates.
- Use one continuous week at a time.
- Set the shop's response SLA before scoring it.
- Leave a rate unmeasured when its denominator is zero.
- Keep customer identity and message content out of the worksheet.
Denominator discipline
Five rates. Five questions the owner can audit.
After-hours acknowledgment
Acknowledged after-hours inquiries divided by all after-hours inquiries across included channels.
Contacted within SLA
Eligible inquiries contacted within the shop's stated SLA divided by all SLA-eligible inquiries.
Disposition completeness
Eligible inquiries with source, owner, status, and next action divided by all eligible inquiries.
Follow-up completion
Follow-ups completed divided by follow-ups due during the observation window.
Median response time
The median from timestamped records, reported with the number of records supporting it.
How to use it
Review rates, then fix ownership.
- Pull the week's direct inquiriesPhone, form, SMS, GBP, plumber, and referral sources you control.
- Score contact and acknowledgmentMissed-call rate, median first-response time, after-hours acknowledgment, and percent contacted within SLA.
- Score completenessShare of inquiries with owner, status, and next action filled.
- Assign one fixChange the earliest broken ownership rule before adding tools.
Founding benchmark status
Private baselines first. No public findings yet.
Phoenix Digital Growth has not published a restoration industry benchmark. The founding cohort uses opt-in records, opaque participant IDs, private scorecards, and a minimum of ten validated publication consents before any aggregate result can be released.
- No fabricated emergency calls or homeowner impersonation.
- No participant is named in an aggregate release.
- No missed call is presented as an automatic lost job.
- No revenue claim is inferred from response activity.
Common questions
Direct answers for restoration owners.
What belongs on a weekly restoration response scorecard?
Direct inquiries received, missed calls divided by direct calls, median first-response time, percent contacted within the shop's stated SLA, after-hours acknowledgment, disposition completeness, and follow-up completion.
How is the scorecard different from disposition tracking?
Disposition tracking is the per-inquiry record. The scorecard is the weekly rollup the owner reviews to see whether the response system is actually running.
How often should the owner review the scorecard?
Weekly is the default. Monthly process reviews adjust rules after the weekly view shows where adoption or response time is slipping.
Has Phoenix Digital Growth published a restoration industry benchmark?
No. The founding benchmark is in collection mode. Public findings require at least ten validated, consented participants and a re-identification review. Until then, the worksheet compares a shop only with its own baseline and stated SLA.
Related restoration guides
Keep the response path connected.
If you cannot see the week, you cannot run the system.
The diagnostic establishes the baseline view before implementation.