Vendor performance
PropLink computes performance metrics on every vendor automatically from the work order and bill data. The numbers feed the panel review you should be doing quarterly.
What is measured
| Metric | How it is calculated |
|---|---|
| Acceptance rate | Work orders accepted within the SLA / total work orders sent |
| Quotation rate | Quotations submitted / work orders sent |
| Time to quote | Average time from invitation to quotation submission |
| Acceptance to start | Average time from work order acceptance to first on-site update |
| Completion rate | Completed work orders / total accepted |
| On-time completion | Completed by the deadline / total completed |
| Average cost vs estimate | Final bill / original quotation |
| First-time fix rate | Issues that did not require a follow-up work order / total issues |
| Compliance rate | Days insurance and certifications were valid / days on the panel |
| Average rating | Mean of ratings given by managers when closing work orders |
Where the metrics appear
- The vendor's profile page has a Performance tab summarising every metric for the last 12 months.
- The Vendor performance report under Reporting → Vendors lets you compare across the panel.
- The work order matching screen surfaces top performers in each category.
Rating a completed work order
When you close a work order, PropLink prompts for a rating:
- The work order moves to Pending review when the contractor marks it complete.
- The manager reviews the work and the evidence.
- Before clicking Close, the manager picks a rating between 1 and 5 stars.
- Optionally adds a note about quality, communication or value.
- PropLink rolls the rating into the vendor's average.
Ratings are visible to the manager and operations team. They are not visible to the vendor.
Filtering panel reviews
For a quarterly panel review, use the report with these filters:
- Date range: the previous quarter.
- Service category: pick one to compare like-for-like.
- Site or estate: scope to a portfolio segment.
- Sort by completion rate, on-time rate or average rating.
Vendors with poor scores can be coached, restricted to lower-risk work or removed from the panel. The vendor record stays in the system regardless so historical work and bills remain attributable.
Comparing the panel as a whole
Open the Panel scorecard report for a single page showing every vendor side-by-side with the headline metrics. Useful for board meetings and procurement decisions.
Acting on poor performance
If a vendor's metrics drop:
- Open the vendor and click Performance review.
- Add a note explaining the concern (with optional links to the work orders that triggered it).
- Pick an action: coach, restrict to specific categories, place on probation, remove from panel.
- Save.
The action is recorded on the vendor's profile and surfaces on the vendor's compliance dashboard.
Related
Last reviewed 10 May 2026.