[Pro] Tiers, Metrics, and Rewards FAQ

• In the Pro app under Settings, the Pro can select Performance to view their tiers.

• Pros will also receive emails and in-app notifications.

Your tier level is a measure of your yearly performance.  Your tier is determined by the lowest metric of the three metrics that are currently used to measure your tier. The metrics for engaged tiers are average ratings, percent jobs completed, and percent cancellations. The metrics for new tiers are the same, except for review surplus instead of average ratings because the newer tiers haven’t had a chance to get many reviews.

Pro tiers are updated quarterly for Engaged Pros and weekly for new Pros, but Pro metrics are updated nightly. The quarters end on March 31, June 30, September 30, and December 31.

The yearly and quarterly metrics are calculated based on the average of all individual mowing services. Therefore, if a Pro begins working in the middle of a quarter, it will not negatively impact their metrics. The Pro's performance is assessed based on the current quarter and the preceding three quarters, rather than following a traditional calendar year.

The Performance section includes the Pro's tier, earnings, metrics, and rewards that they are eligible for. You can see your current and past metrics/statistics. At the bottom of the screen, you can see how the tier system works. 

The average rating (for Engaged Pros) is determined by adding together all of the ratings earned in the time period for lawn mowing services and dividing by the total number of ratings.

• It is the number of mowing services scheduled divided by the number of mowing services completed. 
• This is based on the percentage of mowing services completed on the original day.
• This includes skips and reschedules. 
  • This was taken into consideration when determining the metrics.
  • Most Pros skip between 5 and 10% of their scheduled mows, so this metric leaves plenty of room for skips. 

• The numbers and percentages we use for metrics allow for normal unavoidable reschedules and cancellations.
• Because the averages are calculated quarterly, there are plenty of other opportunities to maintain their tier level.
• As a good rule Pros should always do their best to complete jobs on time so when there are unavoidable issues they are already in a good spot.
• Anything that moves the job outside of the Customer's 2-day window will affect the Pro's score. This includes skipping, rescheduling, and dropping properties. However, these things were taken into account when determining the numbers used for metrics. 
• Getting Paused due to rescheduling and leaving jobs incomplete will impact the Pro's Percent Jobs Completed metric regardless of their current Tier.

This metric is based on how many customers cancel based on any of the Pro's actions such as dropping the property, rescheduling multiple times, or rudeness from the Pro. 

Trip fees are $12.

• Your GPS must be turned on and successfully pinged before receiving a Trip Fee for obstructions.

• If the customer has provided prior notice to skip, reschedule, or cancel the service, or if you arrive at the property early without the customer’s approval, you will not be eligible for a Trip Fee.

• Different tiers of Pros receive different numbers of Trip Fees per property per quarter. You may no longer be eligible for a Trip Fee depending on how many Trip Fees you have received at that particular property during the current quarter. See the chart below to see how many Trip Fees each Pro receives per property per quarter.

  Tier	Example text
  Platinum	unlimited
  Gold	3
  Silver	1
  Bronze	0
  Blue	1
  Intro	0
  Red	0
  Disengaged	0

If you are due a Trip Fee, our system will issue this automatically as long as the service is skipped. The system will not automatically issue a Trip Fee if the service is rescheduled or if you suggested a pause or cancellation. 

You may not be eligible for the trip fee. See Are Trip Fees automatically issued? to determine your eligibility.

See the chart included in When am I eligible for a Trip Fee? to determine how many trip fees you will receive for your tier.

Automatic Job Placement, also called Auto-Placement, is a feature that eligible Pros can opt into that allows LawnStarter/Lawn Love to place jobs onto your schedule in an effort to more efficiently service customers by pairing them with high-ranked and reliable crews. The jobs automatically placed on your schedule will be within 3 miles of your other jobs.

There are multiple reasons why you may no longer be on job Auto-Placement.

• You cannot drop more than 10% or more than 2 (whichever is lower) auto-placed jobs.
• If you move below the Gold tier, they will be removed from Auto-Placement.

Yes, see How-to: Maximize Your App Productivity to see how to enable or disable Auto-Placement.

You are eligible for Auto-Placement if you are in the Gold or Platinum tier and have claimed more than 20 jobs lifetime on the platform.

There are several reasons why you may not be seeing available jobs? 

• You may be deactivated.

• You may be paused or penalized

• Is it peak season or off-season?

• What tier are you in? If you are in a lower tier, the jobs may have been claimed already by the higher tiers.

Tip matching is a special advantage for Platinum Pros. It means that LawnStarter will match all the tips given to them by customers during the quarter. However, the total amount of tips matched cannot go over 25% of the Pro's earnings for that quarter.

They will receive their matched tips at the end of the quarter.

If you are in either red or disengaged tiers, you will not receive text messages for jobs. You will still receive push notifications and emails to notify them of available jobs.

Pro Capacity is how many jobs a Pro can have in a day.

• This is only for recurring jobs marked for the odd/even weekday.

  • A one-time service day change does not impact the capacity.

• These limits do not get impacted by how many crews the Pro has. 

Platinum Pros have a capacity of 20 jobs per day. Gold has a capacity of 15. All others have a capacity of 10 jobs per day.