Customer Experience is made up of three (3) categories: Customer Feedback, Leads, and TAT.

Customer Feedback: This is the MOST important sub-metric. I am A LOT more lenient / forgiving when the store has overwhelming positive feedback.
How is it scored? 5-star Google reviews and uBreakiFix / Samsung surveys increase (or maintain) the points in this sub-category. 3-star and below deduct from this number.
Best practice: Asking and sending the Google Review SMS when checking-out a happy customer.

Leads: This is the MOST important sub-metric. I am A LOT more lenient / forgiving when the store has overwhelming positive feedback.
How is it scored? 5-star Google reviews and uBreakiFix / Samsung surveys increase (or maintain) the points in this sub-category. 3-star and below deduct from this number.
Best practice: Asking and sending the Google Review SMS when checking-out a happy customer.

TAT: Turnaround Time. While there is a specific turnaround time based on the partner & repair type, the most common cause of poor TAT scores is work orders not being moved through their statuses in an orderly manner. For example, letting a work order sit in Awaiting Repair in cases where a special ordered part is received but the device is not in store.
Best practice: Correctly moving WO’s at each change in their WO status.

Sales / Repairs is made up of four (4) categories: Sales, Accessories, Bounces, and Marketing.

Sales: Store sales. While there may be little individual control over pushing more volume to store, there are (2) ways to realistically increase this metric. First, if techs are constantly being told X competitor is cheaper for X repair then keep track of it. If it happens often, we may need to look at our pricing. Second, we can ensure that our “repair conversion rate” is at an acceptable level. We’re likely taking in the wrong devices, quoting inaccurately, or struggling with repairs if this is < 85%.

Accessories: Accessory sales. When ordering new accessories ensure these items are assigned a SKU in the “Accessory” category. If attachment rate is low, then techs need to offer more consistently, or the right mix of accessories needs to be found.
Best practice: Offer iPhone walk-ins a tempered glass for $9.99 with repair and / or mention Liquid Glass to Samsung customers.

Marketing: Marketing runs. Due to the current state of the UBIF Marketing Run app, and current workload, this is not heavily tracked. You will likely lose points here on a monthly basis.

Bounces: Warranties. We want under 3% warranty. There will always be defective parts that cause a bounce. Do not check-in warranties as a new $0 WO to artificially bypass this.
Best practice: Proper check-in diags, notes, and addressing possible issues with customer. Thorough and complete outgoing diagnostics.

Operations is made up of four (4) categories: Store Opening & Closing, Labor Efficiency, Store Evals, and Work Orders That Need Attention.

Store Opening & Closing: Performing BOD by 9:59 AM and Performing EOD after 7:01 PM. This is a no brainer. If you are losing points here, then check the days that have missed points and talk to the technician on duty at that time.

Labor Efficiency: Scheduling the appropriate amount of staff based on typical repair volume.
Best practice: Ensuring that the busier days have higher staffing (i.e. weekends) and the slower days (i.e. typically 1-2 weekdays) have less staffing (makes sense right?) Additionally, ensuring everyone stay’s busy during slower volume days. Being more thorough with diags, breaking down consoles that are awaiting parts, ect.

Store Evals: Phone and secret shop scores. This is not consistently performed by corproate.

Work Orders That Need Attention: Work orders being in the appropriate status. Are some WO’s just perpetually pushed out? Do completely finished and picked up devices still have open work orders? Low scores in this category can show a lack of technician understanding / training to fully complete the task. Store staff should be aware that the repair itself is only one part of the overall repair process.
Best practice: Ensuring everyone is using proper time on Update Todays so that their date isn’t passed. Submitting tickets and then closing work orders as soon as they occur. This is a part of the repair process, and techs can eliminate most of these for you, so that it isn’t an additional item that needs your attention.

Inventory is made up of four (4) categories: Inventory Counts, Parts Sold, Parts Outages, and Inventory Shrink.

Inventory Counts: 200% of inventory counted monthly (i.e. two full inventory counts per month).

Parts Sold: Parts sold compared to total sales and gross margin. There may be little individual control over this metric.
Best practice: Ensuring repairs are properly quoted and that the purchased part is at the most competitive price. Additionally, if we consistently break a specific part while performing another repair, then consider raising the cost of that repair in the future (ex. if your techs break say a Moto G5 glass/LCD every single time they do a Moto G5 charge port replacement, then we need to quote a more conservative Moto G5 charge port repair price).

Parts Outages: Current stock of inventory that uBreakiFix deems required. If a required part can only be ordered from Distro. and is out of stock, you will lose points.
Best practice: Each required part should have a Reorder Point set to one (1). You should not be losing points in this category. If you are, then talk to JB3 to discuss the solution.

Inventory Shrink: Amount of parts this month that are missing, broken, or defective.
Inventory Shrink: Amount of parts this month that are missing, broken, or defective.
Best practice: Ensuring techs are attaching all parts used to that work order (ex. Samsung rework kits).