Service Titan Knowledge Base

Technician star ratingsLast updated on 03/22/2022

Technician receive star ratings based on completed customer surveys in ServiceTitan. Star ratings appear in customer notifications and on the dashboard. The star rating also shows how many surveys the total rating is based on (how many customers have surveyed the technician to date).


Things to know

  • Star ratings are not integrated with ReviewBuzz.

  • Customers see the star rating only if the technician’s rating is 4 stars or above (if the technician’s rating falls below 4 stars, no rating appears in any customer notifications).

  • The number of completed surveys is not displayed next to the star rating, until this number reaches 5 or above.

  • If desired, you can configure your dashboard to show the previous Customer Satisfaction (NPS) score instead of star ratings.


How star ratings are calculated

Since the customer survey is a rating that goes up to 10, the survey average is divided by 2 to get the technician’s star rating (star ratings go up to 5 stars). See the table below for the technician star rating calculation:

Technician star rating

Calculation - Technician star rating: [Average survey rating for completed jobs] / 2

The technician star rating is based on the following:

  • The star rating is based on surveys for completed jobs only.

  • The number of completed surveys is not displayed next to the star rating, until this number reaches 5 or above.

  • If the technician falls between two star ratings, the technician receives a half star.

  • Ratings are always rounded down to the nearest half star.

  • If more than one technician is assigned to a job, the customer survey result is applied to all technician star ratings equally.

  • If a survey was sent out but there was no customer response, the survey is not included in the technician's star rating.

For example, 10 customer surveys have been submitted for technician Dan. This is what the scores look like: 0, 10, 9, 9, 5, 10, 10, 10, 10, 9. See the table below for Dan’s technician star rating calculation:

Dan’s technician star rating (using the above data)

Calculation - Dan's technician star rating: Total # of customer survey scores: 10

Sum of all customer survey scores: [0 + 10 + 9 + 9 + 5 + 10 + 10 + 10 + 10 + 9] = 82

Average of all customer surveys: [82 / 10] = 8.2

Star rating: [8.2 / 2] = 4.1

For customers, the score is rounded down to 4 stars. Office employees see the 4.1 score.


Star ratings in Customer Notifications

Customers see technician star ratings on dispatch notifications. The star rating seen by customers is based on all customer surveys to date (no date range applied). Customers see the star rating only if the technician’s rating is 4 stars or above (if the technician’s rating falls below 4 stars, no rating appears in any customer notifications).

If real-time technician tracking is enabled, customers also see the star rating on the technician tracking screen.

If the customer is receiving a text notification, the rating appears as follows:

“Hi, your technician {TechnicianName} (Rating {RatingScore}) from {OfficialName} is on the way to {ServiceLocation}. {TechnicianBio}. Track now {link} Call our office for any questions: {OfficeNumber}.”


Star ratings on the dashboard

The dashboard displays star ratings for all technicians, no matter the rating. Office users can see the exact rating by hovering over the stars. For example, a 4 star rating displays the actual score of 4.3. When you change the date filter on the dashboard, star ratings adjust according to jobs completed within that date range.

Company-wide star ratings on the dashboard

In the Company Metrics section of the dashboard you see a company-wide star rating. The company-wide star rating is calculated by taking the average rating for jobs completed by all technicians. Since the customer survey is a rating that goes up to 10, the survey average is divided by 2 to get the company-wide star rating (star ratings go up to 5 stars). See the table below for the company-wide star rating calculation:

Company-wide star rating

Calculation - Company-wide star rating: [Average survey rating for jobs completed by all technicians] / 2

The company-wide star rating is based on the following:

  • The company-wide star rating includes completed jobs within the dashboard date range only.

  • If the dashboard is filtered for specific business units, the company-wide star rating includes jobs within those business units only.

  • If a survey was sent out but there was no customer response, the survey is not included in the company-wide star rating.

  • If the rating falls between two star ratings, the company-wide star rating reflects a half star.

  • Ratings are always rounded down to the nearest half star.


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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.