Days to Resolve WO
This calculates the median number of days it takes to resolve work orders. The resolution occurs when work is complete, not necessarily when the work order itself is completed and invoiced.Why This Is Important:Work orders that stay open reduce the perceived value of a rental home. If work orders remain open and unresolved for too long then residents are more likely to move out when it’s time for renewals.
Work Orders Created vs. Completed
This tracks the count of work orders created and their final status (completed, cancelled, forwarded to PM) by day and month. It also allows for side-by-side comparison of created work orders versus their status breakdown.Why This Is Important:This metric visually highlights your operational backlog. By comparing the total work orders created (the inflow) against those completed (the outflow), it pinpoints the exact volume of work orders that remain open and “in progress” each month.
Hours to Schedule
This metric calculates the median time in hours it takes from work order creation to reaching “Awaiting Work Date” state. It also measures scheduling efficiency.Why This Is Important:Latchel’s data shows the most important factor to determine resident happiness with most maintenance is the time it takes to schedule work. The actual date of the appointment is less important. Think of it as shortening the amount of time the resident is sitting with uncertainty about how long it will take to address their issue. Uncertainty is worse than waiting.This is the most impactful metric to resident reviews assuming your service providers actually show up to scheduled appointments and are empowered to complete necessary repairs on that first visit.
Work Order Prevented
This metrics tracks intake outcomes to identify when issues were resolved during intake without creating a work order versus when work orders were actually created.Why This Is Important:This shows how many initial work order requests Latchel fielded that did not ultimately result in a work order, either solving the issue or preventing a duplicate or a new work order from being created.
Resident Interactions Handled
This metric aggregates all customer conversations across SMS, call logs, Twilio calls, and intake sessions. Provides a comprehensive view of all interactions with residents.Why This Is Important:This shows how many interactions with your residents were handled by Latchel and did not have to be fielded by your team.
Emergencies De-escalated
This tracks potential emergency work orders and the percentage that did not result in immediate dispatch. This could be because they were resolved, deferred, cancelled as a duplicate or otherwise de-escalated.Why This Is Important:This shows the number of work orders that initially appeared like they matched your emergency criteria, but after deeper troubleshooting they were de-escalated or deferred, which saves your company and clients money.
Resident Review Score
This captures resident ratings/review scores for completed work orders. However, this only includes work orders that have received a rating.Why This Is Important:The number one reason residents choose to move out of a home is because of poor maintenance experiences. The benchmark is a 4.8 / 5.0 star average rating.