This page explains exactly how your Performance Index score is calculated. We believe in transparency—you should know how your score works so you can improve it.
Your HPI score is a number from 0 to 100 that measures your operational maturity. It's calculated daily using data from the past 90 days.
The Formula:
HPI = (Execution Score × 0.70) + (Optimization Score × 0.30)
Why 70/30? Because great systems mean nothing if execution is poor. A property with every automation enabled but poor completion rates shouldn't score high.
Your Execution Score measures how well your team actually performs. It's calculated from 6 metrics:
Completion Rate = Completed Jobs / (Completed + Missed + Expired Jobs)
Higher is better. Aim for 95%+.
On-Time Rate = Jobs Completed Before Deadline / Total Completed Jobs
The deadline is whichever comes first:
Higher is better. If guests are arriving before turnovers complete, this score drops.
Turnover Time = Time Between Checkout and Cleaning Completion
We use the median (middle value) across all turnovers to ignore outliers.
Lower is better. Faster, more consistent turnovers score higher.
Rework Rate = Follow-up Jobs Within 24h / Total Completed Jobs
A "rework" is when another cleaning or maintenance job is created within 24 hours of a completed job for the same stay.
Lower is better. Getting it right the first time scores higher.
Incident Rate = Operational Exceptions / Total Stays
Operational exceptions include:
Lower is better. Smooth operations with few surprises score higher.
Cost Per Turnover = Total Turnover Costs / Number of Turnovers
Requires Plaid integration for accurate tracking. Lower cost per turnover (compared to similar properties) scores better.
If Plaid isn't connected, this 10% is redistributed proportionally to the other metrics.
Your Optimization Score measures how well you've set up your systems. It's calculated from 4 metrics with equal weight (25% each):
Automation Rate = Auto-Created Jobs / Total Jobs
| Auto Rate | Score |
|---|---|
| 75%+ | 100 |
| 50-74% | 75 |
| 25-49% | 50 |
| 1-24% | 25 |
| 0% | 0 |
Auto-created jobs come from connected calendars. Manual jobs are created by hand.
| Level | Criteria | Score |
|---|---|---|
| 0 | No Plaid connection | 0 |
| 1 | Connected but uncategorized | 20 |
| 2 | 50%+ transactions categorized | 40 |
| 3 | 80%+ transactions categorized | 60 |
| 4 | Transactions linked to bookings | 80 |
| 5 | Cost per stay reliably calculated | 100 |
Average of Smart Lock and Thermostat scores:
Smart Lock:
| Level | Criteria | Score |
|---|---|---|
| 0 | Not connected | 0 |
| 1 | Connected only | 25 |
| 2 | Codes auto-generated | 50 |
| 3 | Codes used successfully | 75 |
| 4 | Low access incident rate | 100 |
Thermostat:
| Level | Criteria | Score |
|---|---|---|
| 0 | Not connected | 0 |
| 1 | Connected only | 25 |
| 2 | Schedules/rules set | 50 |
| 3 | Low guest override rate | 75 |
| 4 | Measurable energy savings | 100 |
| Level | Criteria | Score |
|---|---|---|
| 0 | No recurring services | 0 |
| 1 | Recurring services defined | 25 |
| 2 | 80%+ completed on schedule | 50 |
| 3 | Low manual override rate | 75 |
| 4 | Maintenance incidents declining | 100 |
HPI_raw = (Execution × 0.70) + (Optimization × 0.30)
If your Completion Rate is below 80%, your maximum HPI is capped at 75:
If Completion Rate < 80%:
HPI = minimum(HPI_raw, 75)
This ensures you can't reach "Advanced" or "Elite" tier while missing 20% or more of your appointments.
HPI = clamp(HPI, 0, 100)
Your tier is determined by fixed score ranges (not percentile):
| Score | Tier | Meaning |
|---|---|---|
| 90-100 | Elite | Fully Optimized |
| 80-89 | Advanced | Operationally Strong |
| 65-79 | Growth | Scaling Systems |
| 50-64 | Reactive | Manual Heavy |
| 0-49 | At Risk | Operational Risk |
Separately, we show your percentile ranking compared to similar properties (same metro, property type, bedroom count). This requires at least 30 comparable properties.
Once daily. We calculate overnight based on the previous 90 days of data.
The 90-day window moves forward each day. As older data falls out and new data comes in, your score adjusts.
Focus on the "Points Left on the Table" suggestions on your Performance page. These are prioritized by impact.
Yes, but it's harder. The Financial Visibility metric maxes out at 0 without Plaid, which limits your Optimization score.
Because great systems that don't get executed don't help anyone. A property with perfect automations but missed turnovers is worse off than one with manual processes that execute reliably.
Any stay that had a checkout within the past 90 days, and any job that was scheduled within that window.
New properties start with a "Low" confidence badge. As data accumulates (7+ stays), confidence increases. Your score is always shown, but we indicate when the sample size is small.
Not currently. In a future update, service providers may see limited information about properties they service.
We group properties by metro area, property type (entire home vs. private room), and bedroom count (1-2, 3-4, 5+). You're compared to properties in your cohort.
If your cohort has fewer than 30 properties, we show "Benchmarking in progress" instead of a percentile. We may use a broader cohort (state-level) as a fallback.