Score Your Vendors in 15 Minutes With the Framework Top Operators Use

The average PM has 10–20 vendors and little to no structured way to evaluate any of them. The difference between managing by vibes instead of data shows up in response times, resolution rates, and margin.

The four metrics inside:

• Response time — job to be scheduled within 24 hours. Your first vendor filter.
• First-trip resolution rate — 80% is the bar. Where do your vendors land?
• Cost per job by trade — track it quarterly. Surprises here cost you margin.
• Callback rate — high callbacks = hidden cost and resident frustration

Good vendors stay because you keep them accountable. Bad vendors stay because nobody measured them. One page, 15 minutes, and it changes how you make vendor decisions.

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Built from Lula’s 50+ market vendor operations.

4 hrs

response time benchmark

80%

first-trip resolution bar

15 min

to score your vendor network

56

markets of vendor benchmarks