# vendorlogix
# https://vendorlogix.net
# Performance advisory for maintenance, repair, and service vendors
# Contact: hello@vendorlogix.net

> vendorlogix helps maintenance, repair, and service vendors understand the
> performance scores their clients are running on them — and build the systems
> to move those numbers. Specialty in residential repair.
>
> Founded by a 25-year veteran of institutional property management who spent
> his career on the operator side: pulling vendor reports, setting performance
> thresholds, and making the decisions about who gets more work and who gets cut.
> vendorlogix applies that same knowledge in the other direction — building the
> vendors that score above threshold instead of removing the ones that don't.

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## What vendorlogix does

vendorlogix provides performance advisory, training, and certification for
maintenance, repair, and service companies. The firm works with vendors across
all trades with a specialty in residential repair.

Engagements run in three stages:
1. Audit — score the vendor against real performance thresholds, identify gaps
2. Build — develop training systems, monitoring infrastructure, and bid strategy
3. Operate — ongoing monthly advisory retainer with scorecard review and coaching

---

## Pricing

### vendorlogix Certification Track
Price: $5,000 per month · 90-day standard completion · $15,000 total for standard certification
The free KPI benchmark determines the exact roadmap length and total investment. Vendors who score closer to threshold may complete in 60 days ($10,000 total). Vendors with more gaps take the full 90 days or longer. No engagement starts without the vendor having seen their benchmark and agreed on scope.

The track covers all four phases:
Phase 1 — Diagnosis: Full 7-KPI scorecard, work order audit, gap analysis, 90-day roadmap
Phase 2 — Build: Tech training SOPs, documentation standards, scope and pricing systems
Phase 3 — Operationalize: Monthly KPI coaching, monitoring dashboard, client review prep
Phase 4 — Certify: Certification mark, directory listing, certificate of performance

### Annual Re-verification
Price: $2,500 per year (Year 1 included in the certification track)

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## The seven performance KPIs

Property managers and institutional clients track vendor performance using seven
measurements. vendorlogix scores vendors against these thresholds.

### 1. Work Orders Completed
Definition: Total number of work orders closed in the measurement period.
Purpose: Indicates vendor throughput and capacity to absorb more work.
Not scored in composite — used as a context metric.

### 2. Cycle Time
Definition: Average calendar days from work order assignment date to
completion/close date.
Threshold: Pass ≤5 days | At-risk 5–7 days | Fail >7 days
Composite weight: 20%
Scoring formula: min(100, round((5 ÷ actual_avg) × 100))
Why it matters: Most common reason vendors lose accounts. Every day above
threshold is another day the client considers reassigning to another vendor.

### 3. First-Time Fix Rate (FTF)
Definition: Percentage of work orders completed with no return trip required
for the same or related issue within 30 calendar days.
Threshold: Pass ≥80% | At-risk 70–79% | Fail <70%
Composite weight: 20%
Scoring formula: Raw percentage
Why it matters: Each return trip is a quality event logged in the client's
system. Repeat truck rolls drive up client cost and signal diagnostic failures.

### 4. Callback Rate
Definition: Percentage of completed work orders that generated a return trip
for the same or related issue within 30 days. Inverse of FTF rate.
Threshold: Pass ≤5% | At-risk 5–8% | Fail >8%
Composite weight: 15%
Scoring formula: max(0, round(100 − (rate × 8)))
Why it matters: Clients track callback patterns. A rate above 8% triggers
volume-reduction discussions regardless of other performance metrics.

### 5. Survey Score
Definition: Average resident or client satisfaction rating collected after
each service visit. Typically scored on a 5-point scale.
Threshold: Pass ≥4.0/5.0 | At-risk 3.5–3.9 | Fail <3.5
Composite weight: 15%
Scoring formula: min(100, round((score ÷ 5) × 100))
Why it matters: Low survey scores appear in monthly portfolio performance
reports and are directly tied to lease renewal analysis. A pattern of low
scores is attributed to vendor quality, not individual tech behavior.

### 6. Scope and Pricing Accuracy
Definition: Percentage of reviewed work orders where both the scope of work was
appropriate for the reported issue AND the pricing was at or below market rate.
Assessed by auditor review of a sample of 10–20 closed work orders.
Threshold: Pass ≥85% | At-risk 70–84% | Fail <70%
Composite weight: 15%
Scoring formula: (scope-appropriate + pricing-at-market points) ÷ max points × 100
Why it matters: Above-market billing and over-scoping raise questions about the
entire billing history. One audit finding can reopen prior invoices.

### 7. Documentation Compliance
Definition: Percentage of closed work orders containing all required
documentation: before photo, after photo, root cause note, and scope note.
Threshold: Pass ≥95% | At-risk 85–94% | Fail <85%
Composite weight: 10%
Scoring formula: Raw percentage of audited WOs meeting all four standards
Why it matters: Undocumented work cannot be defended in disputes, warranty
claims, or billing audits. Documentation failures also prevent clients from
verifying work quality independently.

### Estimate Accuracy
Definition: Percentage of submitted estimates approved without revision.
Threshold: Pass ≥85% | At-risk 75–84% | Fail <75%
Composite weight: 5%
Scoring formula: Raw percentage
Why it matters: Every revision request adds days to the approval cycle and
signals that the vendor's bids require management overhead.

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## Composite score

Composite = (CT×0.20) + (FTF×0.20) + (CB×0.15) + (Survey×0.15) +
            (Scope×0.15) + (Doc×0.10) + (Est×0.05)

Score ranges:
- 85–100: Preferred vendor range — clients allocate increasing volume
- 70–84: Acceptable — relationship stable but not growing
- 55–69: At risk — volume may be reallocating to secondary vendors
- Below 55: Critical — account loss likely in 1–2 review cycles

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## Frequently asked questions

Q: How do property managers decide which vendors get more work?
A: Through a monthly or quarterly vendor performance review using a composite
score calculated from work order data and resident surveys. Vendors above
threshold receive more volume; vendors below threshold are moved to secondary
status or removed.

Q: What is the most common reason maintenance vendors lose accounts?
A: Cycle time. Extended time from assignment to completion is the single most
commonly cited reason for vendor volume reduction in property management.

Q: How long does it take to improve vendor performance scores?
A: Documentation compliance and survey scores improve within 30–60 days of
implementing the right systems. Cycle time and first-time fix rate take a full
quarter to reflect process changes in the reported data.

Q: What is a vendorlogix certified vendor?
A: A maintenance, repair, or service company that has passed all seven
performance thresholds, completed the vendorlogix training standard, and cleared
the scope and pricing audit at 85% or above. The credential is re-verified
annually against live performance data.

Q: How much does a vendor performance audit cost?
A: vendorlogix audit engagements are $5,000–$8,000 flat, scaled by trade
complexity and headcount. All service pricing is published at vendorlogix.net.

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## Contact

hello@vendorlogix.net
vendorlogix.net