As a service provider on RVHelp, your performance is tracked through several key metrics that help customers understand your reliability and responsiveness. This guide explains how these stats are calculated and what they mean for your business.
Overview of Your Stats
Your dashboard shows these key performance indicators:
Total Leads - The number of service requests you've received
Response Rate - How often you respond to leads
Response Time - How quickly you typically respond
Response Rate: How We Measure Your Responsiveness
What Counts as a Response
We consider you've "responded" to a lead when you:
Accept the job and submit a quote/proposal
Decline the job with a reason
Send a message to the customer asking for more information
Request additional details about the service needed
What Doesn't Count as a Response
Leads that are still pending (you haven't taken any action)
Leads that have expired without any action from you
Leads where you haven't provided any communication
How Response Rate is Calculated
Response Rate = (Number of leads you responded to ÷ Total leads received) × 100
Example: If you received 10 leads and responded to 8 of them, your response rate would be 80%.
Response Time
What We Measure
Response time is calculated from the moment you're invited to a job until you take your first action (accept, decline, or message the customer).
How Response Time is Calculated
We measure the time difference between:
When you were invited to the job
When you first responded (accepted, declined, or sent a message)
We use the median (middle) response time across your replies, so one unusually slow lead doesn't skew your number.
Example: If you replied in 2 hours, 3 hours, and 10 hours, your median response time would be 3 hours (the middle value) — not 5 hours.
Why Response Time Matters
Faster responses improve your chances of a happy customer
Quick communication shows customers you're reliable and professional
Meeting customer expectations for timely service
Time Periods for Your Stats
Your stats are calculated across different time periods:
30 Days - Recent performance (most important for customers)
90 Days - Medium-term trends
All Time - Your overall historical performance
The 30-day stats are most important as they show your current reliability and responsiveness.
Responsiveness Badges
Based on your most recent leads, your listing can display a Highly Responsive ⚡ or Responsive 🕐 badge, which can improve your visibility in search results.
These badges are based on your recent window of leads, so they are not punitive — a single missed lead won't wipe out your standing, and it recovers as you respond to new leads. For the full criteria and tips, see the Lead Responsiveness Guide for Providers.
Tips for Improving Your Stats
Boost Your Response Rate
Check your dashboard regularly for new leads
Set up notifications to get alerts when new leads arrive
Respond quickly - even if just to ask for more information
Be clear about your availability and service area
Improve Your Response Time
Respond within 24 hours whenever possible
Use quick response templates for common inquiries
Set aside time daily to check for new leads
Consider mobile notifications for immediate alerts
Understanding Your Dashboard
Stats Overview Cards
Total Leads: Shows your total lead count (all time)
Response Rate: Percentage of leads you've responded to
Response Time: Your typical (median) time to respond
Lead Status Tabs
Needs Action: Leads waiting for your response
In Progress: Jobs you've accepted and are working on
Completed: Successfully finished jobs
Rejected: Jobs you've declined
Declined: Proposals customers rejected
All: Complete overview of all your leads
Common Questions
Q: Why did my response rate drop?
A: Your response rate is calculated over rolling time periods. If you haven't responded to recent leads, your rate will decrease. Focus on responding to new leads quickly.
Q: How can I improve my response time?
A: Set aside time daily to check for new leads, use mobile notifications, and respond within 24 hours whenever possible.
Q: Do troubleshooting requests count toward my stats?
A: Yes, both service requests and troubleshooting requests are included in your performance metrics.
Q: How often are my stats updated?
A: Stats are updated in real-time when you take actions, and also refreshed periodically to ensure accuracy.