Four sections of HQ Reports compare what shops sell, how they talk to customers, and where warranty and dispute trouble is building. This article explains each card. It needs the HQ add-on.
Where to find them
Open Reports under Insights in the HQ sidebar, click Detail, and pick the section in the list on the left. Set the date range at the top.
Service Mix
Subtitled "Where each shop's revenue comes from."
- Top Services Across Org: the top 20 services by appointment count. The Shops figure is how many locations booked that service, so you can see network reach. If there is nothing in the dates, it says No service data in range.
- Service Mix by Shop ("Revenue by line-item kind, spot which shops lean on film vs. labor"): a row per shop broken out by kind of line item, from paid invoices. If there are none, it says No paid invoices.
Marketing
Subtitled "Messaging and reputation."
- Messaging Volume ("SMS and email activity per shop"): a table with SMS In, SMS Out, Email In, Email Out and Total. Without activity it says No messages.
- Review Velocity ("Requests sent, click-through, and review-left rate per shop"): Sent, Clicked, Reviewed, Click Rate and Review Rate. Without requests it says No review requests sent.
There is also a Lead Source Attribution card in this section.
A shop with a low Click Rate may need to rewrite its review request message. See Auto-requesting Google reviews after every job.
Warranty
Subtitled "Active coverage and claim frequency."
Warranties by Shop ("Active vs. claimed vs. voided warranties, and network claims other locations filed against each shop's warranties"). The columns are Total, Active, Expired, Claimed, Voided, Network claims and New (period). Network claims counts claims that other locations filed against this shop's warranties, which matters if customers move between your shops. Without warranties it says No warranties issued. See also The HQ warranty network ledger: who owes whom.
Disputes
Subtitled "Chargebacks and refund requests at risk."
Disputes by Shop ("Chargebacks and refund requests, which shops are accumulating open disputes, and dollars at risk"). The summary shows Open, Submitted, Won, Lost and At risk. At risk is the dollar amount in disputes that are still open, meaning not yet submitted. The table by shop adds Win rate (Won out of Won plus Lost) and Opened (period). Without any it says No disputes on record.
A shop with a growing Open count or a falling Win rate is the one to call first. See Responding to a chargeback from the Chargebacks report for how a shop handles them.
Who sees what
A franchise-level viewer only sees the rows for their own shops.
Related
- Reading HQ Reports beyond the Scorecard
- Comparing locations and tracking underperformers in your HQ network
Frequently asked questions
Q: What does Shops mean in Top Services Across Org?
A: The number of locations that booked that service in the dates you picked.
Q: What is a Network claim in the Warranty section?
A: A warranty claim that a different location filed against this shop's warranty.
Q: What does At risk mean under Disputes?
A: The dollar amount in disputes that are still open, meaning not yet submitted.
Q: Why does a card say it has nothing to show?
A: No data fell in the dates you picked. Widen the date range at the top of the page.