Every vendor graded across 5 dimensions: response time, on-time completion, invoice accuracy, owner-complaint rate, and COI/license compliance. Scores roll up automatically — no manager has to "do a vendor review" anymore.
Roofing · 6 properties · 4 yrs
Pool · 4 properties · 3 yrs
Janitorial · 7 properties
HVAC · 5 properties · 6 yrs
Pest · 12 properties
Landscape · 5 properties · 2 yrs
Plumbing · 4 properties · COI EXPIRED
Elevator · Plaza Tower
Time from work-order open → vendor acknowledgment. Pulled from email/SMS reply log + work-orders module. Trade-specific benchmarks (plumbing emergency <1h, landscape weekly is N/A).
Closed by promised date / total jobs. Excludes change-order delays caused by the association. PM contracts measured against scheduled route adherence.
(Invoice = approved scope) ÷ total invoices. Disputes >5%, math errors, duplicate billing all penalize. Pulls from Bill Pay module reconciliation log.
Complaints filed / total touchpoints. Rude crew, no-show, damage, callback within 30 days. Tied to NPS detractor follow-ups when relevant.
COI current, license valid, W-9 on file, OSHA training docs current. Auto-fail to D if COI expires >14 days. Bill Pay module won't release a check while expired.
Scores recompute nightly. Trend arrow on every vendor (rolling 90d vs prior 90d). Manager gets monthly digest with vendors moving up / down a grade.
Drops to D for 2 consecutive months → auto-creates "vendor review" agenda item for next BOD. Standard cure-letter template attached. CoreCity Plumbing currently flagged.
Active grade flows into RFP scoring matrix. A-vendors get a 10-pt boost; D-vendors a 15-pt penalty so price isn't the only criterion.
If a vendor scores D at one property but A at another, system flags the underperforming team / route — usually a single crew leader, not the whole vendor.
The annual "vendor review" board memo that nobody has time to write. Manager gut feel ("I think Garcia's been slow lately"). Owner complaint logs that disappear into Outlook. Repeat work to bid out a service with no real performance data on the incumbent.
Vendor Onboarding · Bill Pay · Work Orders · NPS · RFPs · Capital Projects.
