Overview
This report provides information about your customer reviews at the technician level. Use this report to track technician performance, such as which technicians generate the most reviews or have the highest ratings.
Example reports:
Recognize which of your technicians has the highest average rating for the quarter
Track which of your technicians generates the most reviews
See which technicians generate the highest rate of reviews for completed jobs
Who uses this feature
Administrators, marketing managers, business owners, other marketers on your team, and office employees
Applies to all business types
Feature configuration
This feature is only available with Marketing Pro Reputation.
To get started with Marketing Pro Reputation, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
The ability to create custom reports is dependent on your ServiceTitan Package. For custom reports access, please contact your Customer Success Manager.
Things to know
This report only populates information for verified reviews. To verify a review, you can manually match the review or use the Auto-verify reviews feature.
You can use the column aggregation tools to calculate details for columns in this report. For example, you can calculate column totals, column averages, and maximum and minimum values for items in a column. For more, see Aggregate report data.
This report includes both external and internal reviews.
If you’re unsure which columns you want to include in your report, use the Reporting Dictionary to search for appropriate data fields.
Create a Reviews by Technician report
Follow the steps to create a custom report based on the Reviews by Technician template and select the columns to include in your report.
The template has the following columns selected by default:
Technician Name: The name of the technician matched to the review
Total Jobs: The total number of jobs the technician completed in the selected date range
Total Reviews: The total number of customer reviews matched to the technician
Review Rate: The percentage of jobs completed where the customer left a review calculated by dividing the technician’s Total Jobs by their Total Reviews
Average Rating: The average customer rating of reviews matched to the technician
You can customize the report by selecting additional columns from the Technician Review Details section. This section includes more details related to the technician’s reviews from customers.
Run a report
Before running your report, set filters for dates and Business Units (BUs):
Click the From - To field to set date filters. You can:
Use the calendar to select a specific date range and then click Apply.
Use the left menu to select a preset date range:
Today: From 12:00 AM to the current time.
Yesterday: Previous day, from 12:00 AM to 11:59 PM.
This Week: From Monday through Sunday of the current week.
Week to Date: From Monday through the current date of the current week.
Last 7 Days: Previous seven days, including today.
Last 14 Days: Previous 14 days, including today.
Last 30 Days: Previous 30 days, including today.
Month to Date: From the first of the current month to the current day.
Last Month: Entire month before the current month. For example, if the date is February 5, the entire month of January.
Last 90 Days: Previous 90 days, including today.
This Quarter: Current quarter, including future dates. For example, if the date is April 25, from April 1 - June 30.
Last Quarter: Entire quarter before the current quarter. For example, if the date is April 25, from January 1 - March 31.
Quarter to Date: From the first day of the current quarter to the current day.
Year to Date: From January 1 of the current year to the current day.
Last 365 Days: Previous 365 days, including today.
Last Year: From January 1 of the previous year to December 31.
From the Business Unit dropdown, select the business units (BUs) you want to report on. By default, the report runs for all BUs. You can filter your report by business units or business unit categories:
Click the dropdown to select individual BUs.
To report on BU categories such as trade or division, click Filter
, select the BU categories you want to include, and click Filter.
Note: How BU filters are applied depends on the key performance indicator (KPI). Hover over a column header for details.
When you’re done setting your filters, click Run Report.
Want to learn more?