USAA STARS SHOP SCORECARD

USAA STARS SHOP SCORECARD

WHAT IS THE USAA STARS SCORECARD? The STARS Scorecard was developed by USAA to help STARS shops monitor their performance against key measures important to USAA. USAA s measures are automatically tracked and updated each week simply check the Scorecard on Mondays to view your updated performance. Use your scorecard information to: Identify where performance needs to be improved Act quickly to make adjustments Monitor easily - Scorecard s trending view helps you identify problem areas before they get out of hand

GENERAL INFORMATION REGARDING MEASURES USAA determined the measures and their target scores Some measures have targets, while others are included so you may monitor performance Measures that don t meet targets are highlighted so you readily know when performance levels dip below expectations Whenever your shop meets a target, you receive full point value for that particular Measure Only measures with targets are scored Receiving a score that exceeds the expected goal does not result in extra points For measure scores that fall below the expected target, points are calculated as a percentage and turned back into points For example, if the expected target is 10 and the total points possible is 100, you will receive 90 points if your score is 9. 9 10 =.9 x 100 = 90

VIEWING YOUR SCORECARD Rank Data Coming Soon: National Rank is not calculated in the USAA Scorecard. Index Score: Shop s overall score based on USAA s scored Measures Performance Issues: Measures with missed targets Time Periods: USAA selected the following 4 timeframes to track performance: Year to Date: January of the current year through the last Scorecard update Previous 12 Months: Current month of last year through previous month of this year (e.g. November 2014-October 2015) Previous 3 Months: The prior 3 full months (e.g. in November, August-October) Previous Month: The prior full month Repair Order Detail: Drill into measures to see the claims that make up the score, and pinpoint where improvements need to be made Score Trend: Monitor your performance at each of the time periods to make sure performance levels remain strong or improve

1) Log into www.performancegateway.com 2) Click Scorecard on the left-hand menu. 3) 3) From the Dashboard view of all your Scorecards, click View Details for the USAA Scorecard.

This area highlights the Index Score and any Performance Issues

The Index Score is the total points received based on USAA s scored measures. Notification of any missed targets.

The Score Trend tracks performance over the 4 key time periods

Score Trend allows you to view performance trends. Use the 4 Time Periods to update the graph display.

USAA s Scorecard groups KPIs into 2 categories; Estimatics + Contract Metrics

Measures within the Estimatics category do not have Targets.

As a result, there is no Score for this category or performance graph.

But, clicking on the Graph button for a measure displays additional detail.

Select Measures within the Contract Metrics category do have Targets.

This enables a Category Score, Contract Metrics trending graphs, and the Metrics bar graphs

The USAA Scorecard is benchmarked at the Year to Date time period. 4 Issues refers to the targets not met at the Year to Date time period.

Red numbers indicate performance that does not meet the target.

Clicking a score opens the Repair Order Detail to display the detailed list of claims used to calculate the measure s score.

Red scores indicate the repair orders that missed the target. With this information, you know which assignments to focus on to determine what to do to improve performance.

A results graph is available for each measure. Hover over the nodes to see the score achieved at that time period.

STARS SCORECARD MEASURES

Measure Target Total Points (Weight) USAA Survey Count Contract Metrics Explanation of Measure N/A N/A Count of survey responses that have an answer to at least one of the three CSI questions. Shop Quality 9.5 300 Average score for the Quality survey question. Kept Informed 92% 300 Percentage of Yes responses to the Kept Informed survey question. Delivered As Promised Average Rental Billed Days 86% 300 Percentage of Yes responses to the On Time survey question. N/A N/A Average number of rental billed days per claim (excludes total losses) Total Loss Cycle Time 3.00 100 Length of time between Assignment Sent and Estimate Complete (total losses only).

Estimatics Performance Scorecard Measures for Farmers Measure Target Total Points (Weight) Average Repairable Estimate Dollars Explanation of Measure N/A N/A Average total cost of repair per claim (excludes total losses). All Estimates N/A N/A A count of all estimates written by the shop (includes repairable and total loss). Repairable Estimates Total Loss Estimates N/A N/A A count of all repairable estimates written by the shop. N/A N/A A count of all total loss estimates written by the shop. APU % of Parts N/A N/A Percentage of Aftermarket, LKQ, Recond, Recored and Opt OEM parts amounts utilized per claim (excludes total losses).

Estimatics (cont d) Performance Scorecard Measures for Farmers Measure Target Total Points (Weight) Explanation of Measure Repair % COMING SOON! Replace % COMING SOON! Refinish % COMING SOON! Supplement % N/A N/A Percentage of Repair Labor amount compared to all labor amounts (Repair, R&I, Replace, Refinish, Mechanical, Misc) (excludes total losses). N/A N/A Percentage of Replace Labor amount compared to all labor amounts (Repair, R&I, Replace, Refinish, Mechanical, Misc) (excludes total losses). N/A N/A Percentage of Refinish Labor amount compared to all labor amounts (Repair, R&I, Replace, Refinish, Mechanical, Misc) (excludes total losses). N/A N/A Percentage of estimates which have at least one supplement (excludes total losses).

QUESTIONS? Contact your PDS if you have questions on your Scorecard. Scorecard is designed to promote transparency and discussion on your performance! Contact Performance Gateway for additional help navigating Performance Gateway, or for information on updating access for other users at your shop. Call (877)933-2063 or Live Chat, Monday Friday, 7:00am 7:00pm CST