Why do Completion Rate and NPS values sometimes differ across the Performance Summary, Performance Details and Volume Simulator Tab of my Insights Dashboard?

The Completion Rate and NPS values displayed on the Performance Summary and Performance Details page reflect your average performance for the selected date range, based only on your in-territory, auto-assigned jobs. In contrast, the values shown on the Volume Simulator page are based on your selection metrics, which include Completion Rate and NPS across all jobs - including those accepted as out-of-territory or via manual assignment. 

Additionally, the Volume Simulator uses the past 30 days of selection metrics, each calculated daily as a rolling average. Your metrics are weighted by your rate agreement volume, when applicable. If your job or survey response volume is very low, a default value is used.

Example Scenario

Let's walk through an example of a provider who had different Completion Rate and NPS values in his Insights Dashboard. 

On the Performance Summary and Performance Details pages, this example provider has a Completion Rate of 77.6% and NPS of 88 -- but his values are different from his Volume Simulator Tab. Why?

The selection metrics displayed in these tabs are showing your average values for a single moment in time, as determined by the selected date range (with most recent 30 days being shown by default).

For instance, if looking at April 1 to April 5: Add up all NPS scores from April 1 to April 5, divide that by the number of surveys and you'll get the score shown on your Performance Summary and Performance Details tabs.*

*If your dispatch or survey response count does not meet our minimum required for the lookback period, a default value is used. We also do not count NPS scores where you are not the first provider dispatched.

(Example shown below). 

On the Volume Simulator page, the values shown are averages of your daily selection metrics over the past 30 days, where each daily selection metric is calculated using its own lookback period (on each day, we use a Completion Rate lookback period of 45 days and an NPS lookback period of 30 days*).

So you could think of this as a 30-day average of daily averages.

*Consider this: if you viewed your Recent Selection NPS in the Volume Simulator on April 1st, survey scores from as early as 60 days prior would be part of the math.

*If, on a given day, your dispatch or survey response count does not meet our minimum required for the lookback period, a default value is used.

(Example shown below).