Account Management

Overview

The Account Management section of the National Account Performance Scorecard provides a measurement of STANLEY Security’s accuracy in managing the customer’s account including number of locations serviced by STANLEY Security and dollars invested by the customer. This section provides a clear overview of the net value of the jobs contracted with STANLEY Security during the calendar quarter. The graphs in this section provide quarter-to-quarter trending data.

Metrics

  • Total Installation Net Investment Total installation dollar value of agreements and agreement riders (new jobs, adds to existing systems, system upgrades, new services, added services, etc.) contracted with STANLEY Security during the calendar quarter; including any cancellations or adjustments to agreements, regardless of when the agreements were executed or processed.
  • Total Recurring Monthly Net Investment Total recurring monthly dollar value of agreements and agreement riders (new jobs, adds to existing systems, system upgrades, new services, added services, etc.) contracted with STANLEY Security during the calendar quarter; including any cancellations or adjustments to agreements, regardless of when the agreements were executed or processed.
  • New Locations with STANLEY Security Number of new locations (based on unique address) contracted with STANLEY Security for monitoring and/or services (including Time & Material service) during the calendar quarter.
  • Canceled Locations Number of locations (based on unique address) canceled with STANLEY Security for monitoring and/or services (including Time & Material service) during the calendar quarter.
  • Existing Locations with STANLEY Security Number of existing locations (based on unique address) contracted with STANLEY Security for monitoring and/or services (including Time & Material service) as of the end of the calendar quarter

Definitions

  • Recurring Monthly–Monthly fee, regardless of frequency of the invoice, paid for on-going services that can include: Monitoring, Service Plan, Preventative Maintenance, Tests and Inspections, Lease Payment, etc.

Installation

Overview

The Installation section of the National Account Performance Scorecard provides the results of STANLEY Security’s performance in delivering timely, complete, high-quality and trouble-free installations to the satisfaction of the customer. This section provides a snapshot of the number and status of pending installation projects as of the end of the quarter. The graphs in this section provide quarter-to-quarter trending data.

Metrics

  • Total Completed Installation Work Orders Total number of Installation Work Orders completed and billed during the calendar quarter. With the exception of a Master Agreement, each agreement or agreement rider for a new system, system upgrade or add to an existing system will generate a single Installation Work Order. However, some larger or multiple system projects may be on one agreement, but entered as multiple work orders.
  • On-Time Completed Installation Work Orders Percentage of the Installation Work Orders, completed during the calendar quarter, which were completed on or before the customer’s requested completion date. The customer’s requested completion date is taken from the initial Installation Work Order paperwork and can be modified only by a STANLEY Security Project Manager upon request or agreement by the customer and with supporting documentation. A work order must have a customer requested completion date to be included in calculation. The day the customer signs the STANLEY Security Certificate of Completion is the date of completion.
  • Return Trips After Installation (within 30 days) Number of Service Repairs, in the calendar quarter, that met the following criteria: occurred within 30 days of any type of last completed installation work order and with a STANLEY Security Service Cause Code of Bad/Dead Battery, Card Access Not Working, Customer Request, Equipment Problem, False Alarm Check, Incorrect Installation, Loose Connections or Unknown.
  • Pending Installation Backlog Work Orders Total number and installation dollar value of pending Installation Work Orders as of the end of calendar quarter. Note: Installation work orders without installation labor or equipment may not be captured.
  • Pending Installation Backlog Statuses Total number, percentage value and status of pending Installation Work Orders as of the end of the calendar quarter.

 

  1. Orders Loaded Into System
  2. Orders Approved for Processing
  3. Jobs Awaiting to be Scheduled
  4. Jobs Scheduled
  5. Equipment Ordered
  6. Work in Progress
  7. Installations Completed
  8. Billings Processed
  9. Jobs on Hold

Definitions

  • Install Work Orders–A STANLEY Security reference to the agreed upon scope of work within a contractual agreement or agreement rider for a new system, system upgrade or add to an existing system.
  • Requirements Document–A co-authored document between STANLEY Security and the customer that contains the scope of work and contractual agreements between the customer and STANLEY Security on the processes and standards for the work to be performed.
  • Certificate of Completion–A STANLEY Security document signed by the customer at the time of installation completion communicating the customer’s approval and acceptance of the work performed by STANLEY Security.
  • Backlog–Contracted installation work orders not yet completed.
  • In Process–Number of orders loaded, orders approved and jobs waiting to be scheduled.
  • Scheduled–Number of jobs scheduled, equipment ordered and work in progress.
  • Completed–Number of installations completed and billings processed.

Service

Overview

The Service section of the National Account Performance Scorecard provides the results of STANLEY Security’s performance in delivering prompt, complete, high-quality and trouble-free Service Repairs to the satisfaction of the customer. This section also provides a snapshot of the on-time performance and end of the quarter status of Fire Inspections. The graphs in this section provide quarter-to-quarter trending data.

Metrics

  • Total Completed Service Repairs Total number of Completed Service Repairs performed by an on-site STANLEY Security technician during the calendar quarter.
  • Repair Response within 24-Hours of Notification Percentage of Total Completed Service Repairs during the calendar quarter where the time between the service request and the on-site response is less than or equal to 24-hours, excludes weekends, STANLEY Security holidays and special projects. Repair Response within 48-Hours of
  • Repair Response within 48-Hours of Notification Percentage of Total Completed Service Repairs during the calendar quarter where the time between the service request and the on-site response is less than or equal to 48-hours, excludes weekends, STANLEY Security holidays and special projects.
  • Repair Response within 72-Hours of Notification Percentage of Total Completed Service Repairs during the calendar quarter where the time between the service request and the on-site response is less than or equal to 72-hours, excludes weekends, STANLEY Security holidays and special projects.
  • Average Time for Repair Response (Days) Average number of days (24-hours), for Completed Service Repairs during the calendar quarter, between the day of service request and the on-site response, excludes weekends, STANLEY Security holidays and special projects.
  • First Time Fix Percentage of Total Completed Service Repairs during the calendar quarter which were completed and fixed during the first service repair call.
  • Service Repairs Covered by Warranty or Service Plan Total number of Completed Service Repairs, during the calendar quarter, that were not billed to the customer account due to coverage by Warranty, Service Plan or other.
  • Service Repairs Billable Total number of Completed Service Repairs, during the calendar quarter, that were billed to the customer’s account. See Billing page for Service Repair charges.
  • Fire Inspections Past Due The number of Fire Inspections past due, as of the end of each month, during the calendar quarter.
  • Fire Inspections Performed On-Time The number of Fire Inspections performed on-time, as of the end of each month, during the calendar quarter.
  • Preventative Maintenance Past Due The number of Preventative Maintenance appointments past due, as of the end of each month, during the calendar quarter.
  • Preventative Maintenance Performed On-Time The number of Preventative Maintenance appointments performed on-time, as of the end of each month, during the calendar quarter.

Definitions

  • Time & Material Book Price List–Cost for service repair based on customer’s standard rates for labor and equipment.
  • Fire Inspections–Contracted on-going scheduled tests and inspections of fire alarm systems. Fire alarm devices to be tested & inspected are often grouped together based on the devices that are due to be tested at one time. A customer location or system may have more than one test & inspection group per location or system. Each test & inspection group is counted as a Fire Inspection. Preventative Maintenance – Includes visual inspection of devices, walk-test of system components, cleaning of devices as needed,
  • Preventative Maintenance – Includes visual inspection of devices, walk-test of system components, cleaning of devices as needed, verification of communication link and system re-education. The service can be provided for all types of protection systems including intrusion alarms, video systems and access control systems. For PC based access control systems, preventative maintenance may include programming back-up and software patch updates (as available). Can be scheduled as annual, semi-annual, quarterly or monthly basis.

Monitoring

Overview

The Monitoring section of the National Account Performance Scorecard provides the results of STANLEY Security’s performance in providing timely, accurate, informative and reliable Monitoring services to the satisfaction of the customer. This section provides a snapshot of the total number of monitored systems, incidents and the incident rate of the systems. The graphs in this section provide quarter-to-quarter trending data.

Metrics

  • Total Police/Fire/Medical Dispatches Total number of alarm dispatches, during the calendar quarter, where authorities were notifi ed by the STANLEY Security ProtectionNet™ Customer Service Center.
  • Dispatches Caused By Customer Total number of Police/Fire/Medical Dispatches, during the calendar quarter, caused by the customer as determined and recorded by the STANLEY Security Monitoring Specialist.
  • Dispatches Caused By Equipment Total number of Police/Fire/Medical Dispatches, during the calendar quarter, caused by equipment as determined and recorded by the STANLEY Security Monitoring Specialist.
  • Dispatches Caused By Monitoring Total number of Police/Fire/Medical Dispatches, during the calendar quarter, caused by STANLEY Security monitoring personnel as determined and recorded by the STANLEY Security Monitoring Specialist.
  • Dispatches Caused By Other Total number of Police/Fire/Medical Dispatches, during the calendar quarter, caused by one of the following Supervisory Alarm reasons as determined and recorded by the STANLEY Security Monitoring Specialist: Power Breaker Off, Industrial Process, Power Outage Area, Room Temperature, Transformer Unplugged, High/Low Air Pressure, Low Battery, Power Out Building, Thermostat/Temperature Alarm or Valve Switch Not Normal.
  • Dispatch Cause Unknown Total number of Police/Fire/Medical Dispatches, during the calendar quarter, where the cause was unknown or undetermined by the STANLEY Security Monitoring Specialist.
  • Dispatches on “Reported” Actual Alarms Total number of Police/Fire/Medical Dispatches, during the calendar quarter, where customer or authorities have indicated an actual alarm occurred during the calendar quarter.
  • Total Monitored Systems Total number of systems or separate protected areas monitored by STANLEY Security as of the last day of the calendar quarter.
  • Total Incidents Total number of Incidents, during the calendar quarter, on customer’s account.
  • Avg. Incidents Per Monitored System Per Month Calculated by dividing the number of Total Incidents by the number of Total Monitored Systems, then dividing the quotient by the number of months (3) in the calendar quarter.
  • Avg. Time to Acknowledgement by Operator on Alarms (seconds) Average time in seconds between alarm signal receipt and acknowledgment by a STANLEY Security Monitoring Specialist for Fire, Burglary, Hold-Up, Panic, Medical and Duress high priority alarm signals on the customer’s account during the calendar quarter.
  • Incorrect Phone Numbers on Call List Number of invalid phone numbers for your account.

Definitions

  • Dispatches–Signals where Police/Fire/Medical authorities were dispatched.
  • Authorities–Governmental agency(s) responsible for public response to emergencies (Police, Fire, Medical, etc.).
  • Incidents–Signals that require the intervention of a monitoring specialist.
  • Signals–Individual electronic signals (ex. Open/Close, Extend Close, Low Battery, Trouble, Alarm, etc.) sent to the STANLEY Security ProtectionNet™ Customer Service Center from premise alarm control panel

High Activity Locations

Overview

The High Activity Locations section of the National Account Performance Scorecard provides the results of Total Service Repairs, Monitoring Incidents, Monitoring Dispatches and Total Activity per customer location (based on unique location address). A useful tool in false alarm reduction, by identifying possible “ problem” locations and/ or systems for further review and evaluation.

Metrics

  • Service Completed Repairs Total number of Completed Service Repairs performed by an on-site STANLEY Security technician, during the calendar quarter, per customer location (based on unique location address).
  • Monitoring Incidents Total number of Incidents, during the calendar quarter, per customer location (based on unique location address).
  • Monitoring Dispatches Total number of alarm dispatches, during the calendar quarter, where Police/Fire/Medical authorities were notified by the STANLEY Security ProtectionNet™ Customer Service Center, per customer location (based on unique location address).
  • Service & Monitoring Total Activity Total number of Service Completed Repairs, Monitoring Incidents and Monitoring Dispatches, during the calendar quarter, per customer location (based on unique location address). Service & Monitoring Total Activity is used to rank, in descending order, all customer locations.

Definitions

  • Customer Location–A unique location address where STANLEY Security provides contracted services that can include monitoring, service repair, preventative maintenance, test and inspection and/or other services on an intrusion alarm system, fire alarm system, camera (CCTV) system, access control system, etc.
  • Incidents–Signals that require the intervention of a monitoring specialist.
  • Signals–Individual electronic signals (ex. Open/Close, Extended Close, Low Battery, Trouble, Alarm, etc.) sent to the STANLEY Security ProtectionNet™ Customer Service Center from premise alarm control panel.
  • Dispatches–Signals where Police/Fire/Medical authorities were dispatched.
  • Total Activity–Total number of Service Completed Repairs, Monitoring Incidents and Monitoring Dispatches, during the calendar quarter, per customer location (based on unique location address). Service & Monitoring Total Activity is used to rank, in descending order, all customer locations.

Billing

Overview

The Billing section of the National Account Performance Scorecard provides the results of STANLEY Security’s performance in delivering accurate, informative and timely billing services to the satisfaction of the customer. Accuracy in billing is measured by tracking the credits issued by STANLEY Security to correct billing errors. This section also provides a snapshot of the dollar value of outstanding invoices on the customer’s account as of the end of the quarter. The graphs in this section provide quarter-to-quarter trending data.

Metrics

  • Total Invoices Total dollar value of Invoices billed on customer’s account during the calendar quarter.
  • Total Corrective Credits Total number and dollar value of Corrective Credits issued on customer account, during the calendar quarter, with a STANLEY Security Credit Reason of: CRDBOC –Credit a Balance of Contract, customer does not owe, billed in error; CRDRST–Credit/Reset an Installation, billed before completion in error; CRDTKT–Credit a Service Ticket, billed in error; CRINST–Installation Amount Incorrect; CRTAX–Credit Tax, should not have been billed; CVMAIN–Covered by Maintenance Contract; REBILL– Credit Service Call, billed to wrong account; RMTARM–Remote arm charge credit, billed in error; and RSTSVC–Credit/Reset service due to billed before completion.
  • Recurring Services Invoices Total dollar value of Recurring Services invoices on customer account during the calendar quarter.
  • Recurring Services Corrective Credits Total number and dollar value of Corrective Credits issued on customer account for Recurring Services, during the calendar quarter, with a STANLEY Security Credit Reason of: CRDBOC–Credit a Balance of Contract, customer does not owe, billed in error; CRTAX–Credit Tax, should not have been billed; CVMAIN–Covered by Maintenance Contract; and RSTSVC–Credit/Reset service due to billed before completion.
  • Installation Invoices Total dollar value of Installation invoices on customer account during the calendar quarter.
  • Installation Corrective Credits Total number and dollar value of Corrective Credits issued on customer account for Installations, during the calendar quarter, with a STANLEY Security Credit Reason of: CRDRST–Credit/Reset an Installation, billed before completion in error; CRINST–Installation Amount Incorrect; and CRTAX–Credit Tax, should not have been billed.
  • Service Repair Invoices Total dollar value of Billable Service Repair invoices on customer account during the calendar quarter.
  • Service Repair Corrective Credits Total number and dollar value of Corrective Credits issued on customer account for Service Repairs, during the calendar quarter, with a STANLEY Security Credit Reason of: CRDTKT–Credit a Service Ticket, billed in error; CRTAX–Credit Tax, should not have been billed; CVMAIN–Covered by Maintenance Contract; REBILL–Credit Service Call, billed to wrong account; and RMTARM–Remote arm charge credit, billed in error.
  • Total Accounts Receivable Total number and dollar value of all outstanding invoices on customer’s account on the last day of the calendar quarter.
  1. A/R Current: Total number and dollar value of outstanding invoices which are 30 days or less.
  2. A/R 31-60 Days: Total number and dollar value of outstanding invoices from 31-60 days of payment due date.
  3. A/R 61-90 Days: Total number and dollar value of outstanding invoices from 61-90 days of payment due date.
  4. A/R 91+ Days: Total number and dollar value of outstanding invoices beyond 91 days of payment due date.

Definitions

  • Corrective Credits–Term used by STANLEY Security to identify credits issued to correct billing errors by STANLEY Security.
  • Recurring Services–Recurring services fees for on-going contractual services that can include: Monitoring, Service Plan, Preventative Maintenance, Tests and Inspections, Lease Payment, etc.
  • Accounts Receivable–Outstanding invoices on the customer’s account payable to STANLEY Security.

Benchmarking Metrics

Overview

The Benchmarking Metrics section of the National Account Performance Scorecard provides the opportunity for you to benchmark key metrics on your account against all STANLEY Security National Account customers. This section provides a snapshot of the results in key metrics for the quarter.

Metrics

SERVICE:

  • Average Time for Repair Response (Days) Average number of days (24-hours), for Completed Service Repairs during the calendar quarter, between the day of service request and the on-site response, excludes weekends, STANLEY Security holidays and special projects.
  • First Time Fix Percentage of Total Completed Service Repairs during the calendar quarter which were completed and fixed during the first service repair call.

MONITORING:

  • Avg. Time to Acknowledgement by Operator on Alarms (seconds) Average time in seconds between alarm signal receipt and acknowledgment by a STANLEY Security Monitoring Specialist for Fire, Burglary, Hold-Up, Panic, Medical and Duress high priority alarm signals on the customer’s account during the calendar quarter.
  • Avg. Incidents Per Monitored System Per Month Calculated by dividing the number of Total Incidents by the number of Total Monitored Systems, then dividing the quotient by the number of months (3) in the calendar quarter.

INSTALLATION:

  • On-Time Completed Installation Percentage Percentage of the Installation Work Orders, completed during the calendar quarter, which were completed on or before the customer’s requested completion date. The customer’s requested completion date is taken from the initial Installation Work Order paperwork and can be modified ed only by a STANLEY Security Project Manager upon request or agreement by the customer and with supporting documentation. A work order must have a customer requested completion date to be included in calculation. The day the customer signs the STANLEY Security Certificate of Completion is the date of completion.

BILLING:

  • Total Invoices Total dollar value of Invoices billed on customer’s account during the calendar quarter.
  • Total Corrective Credits Total number and dollar value of Corrective Credits issued on customer account, during the calendar quarter, with a STANLEY Security Credit Reason of: CRDBOC–Credit a Balance of Contract, customer does not owe, billed in error; CRDRST–Credit/Reset an Installation, billed before completion in error; CRDTKT–Credit a Service Ticket, billed in error; CRINST–Installation Amount Incorrect; CRTAX–Credit Tax, should not have been billed; CVMAIN–Covered by Maintenance Contract; REBILL– Credit Service Call, billed to wrong account; RMTARM–Remote arm charge credit, billed in error; and RSTSVC–Credit/Reset service due to billed before completion.

Definitions

  • Corrective Credits–Term used by STANLEY Security to identify credits issued to correct billing errors by STANLEY Security.

Customer Satisfaction

Overview

The Customer Satisfaction section of the National Account Performance Scorecard provides the opportunity to view the customer satisfaction rating on STANLEY Security’s performance in the Five Customer Touchpoints: Account Management, Installation, Service, Monitoring and Billing for the previous calendar quarter. The satisfaction ratings are taken from the STANLEY Security Quarterly Customer Satisfaction Survey from the previous quarter’s Performance Scorecard. The graphs in this section provide quarter-to-quarter trending data.

Key Touchpoints

  • Account Management–Responsive, professional and comprehensive account management and system design support.
  • Installation–Consistent, on-time and on-budget installations, delivered per the customer requirements with proactive project management.
  • Service–Prompt, thorough and professional service repair, test and inspections, and other service work delivered with accurate scheduling communication.
  • Monitoring–Accurate, timely and informative monitoring services, delivered in a disciplined and professional manner.
  • Billing–Accurate, detailed and timely invoice billing, delivered in an easy to understand and professional format.

Ratings

STANLEY Security is rated on the Five Customer Touchpoints on a 1 to 10 scale, with a “10” rating meaning Best in Class, and a “1” rating meaning Not Meeting Expectations.

Satisfaction Survey

Overview

The Satisfaction Survey section of the National Account Performance Scorecard provides the opportunity to communicate to STANLEY Security senior leadership, the performance of STANLEY Security in the Five Customer Touchpoints: Account Management, Installation, Service, Monitoring and Billing. In addition, the Satisfaction Survey provides a format for the assigned STANLEY Security Account Manager to sit down and discuss STANLEY Security’s performance on a quarterly basis with his/her account. This feedback is critical to STANLEY Security achieving its desired state of being the security industry’s “Gold Standard”.

Key Touchpoints

  • Account Management–Responsive, professional and comprehensive account management and system design support.
  • Installation–Consistent, on-time and on-budget installations, delivered per the customer requirements with proactive project management.
  • Service–Prompt, thorough and professional service repair, test and inspections, and other service work delivered with accurate scheduling communication.
  • Monitoring–Accurate, timely and informative monitoring services, delivered in a disciplined and professional manner.
  • Billing–Accurate, detailed and timely invoice billing, delivered in an easy to understand and professional format.

Notes

  1. If multiple company employees need to complete the Customer Satisfaction Survey, please have each employee complete the survey via email or online. Average ratings based on the submitted surveys will be displayed in the Customer Satisfaction results.
  2. For additional information or questions regarding the National Account Performance Scorecard contact your STANLEY Security National Account Manager or contact a member of our leadership team, listed on page 20 of your National Account Performance Scorecard.

Ratings

STANLEY Security is rated on the Five Customer Touchpoints on a 1 to 10 scale, with a “10” rating meaning Best in Class, and a “1” rating meaning Not Meeting Expectations.