Understanding supplier quality scorecards

The four quality dimensions

Supplier scorecards are built around four measurable dimensions that reflect operational excellence and consumer experience. Each dimension is scored independently and combined into an overall quality rating.

• Freshness: How recently your offers were updated. Stale pricing erodes consumer trust and increases the likelihood of post-enrollment rate discrepancies. Suppliers who update regularly score higher.
• Acceptance rate: The percentage of enrollment requests your team approves versus declines. A consistently low acceptance rate signals misaligned eligibility criteria or overly restrictive deposit requirements.
• Latency: How quickly your team responds to enrollment requests. Faster response times correlate with higher customer satisfaction and lower abandonment rates.
• Competitiveness:Where your rates fall relative to other suppliers serving the same utility territories. This doesn't penalize higher-priced plans - it measures whether your pricing is reasonable for the value proposition offered.

How scores are calculated

The scoring engine runs daily, pulling data from the previous 30-day rolling window. Each dimension is calculated using objective, measurable inputs - there are no subjective assessments or manual overrides in the scoring process.

Freshness scoring

Freshness is measured by the average age of your live offers. Offers updated within the last 7 days receive full freshness credit. Offers between 7 and 30 days old receive partial credit on a sliding scale. Offers older than 30 days receive no freshness credit and may be flagged for automatic expiration review.

Acceptance and latency scoring

Acceptance rate is a straightforward ratio of approved enrollments to total submissions. Latency is measured as the median time between enrollment delivery and supplier decision (approve, decline, or pending deposit). Both metrics use the full 30-day window to smooth out daily variation.

Competitiveness scoring

Competitiveness compares your rates against other live offers for the same utility territory, commodity, and term length. Plans within the middle 50% of the rate distribution score highest. Plans in the top or bottom quartiles receive slightly lower scores - extremely low rates can signal unsustainable pricing, while extremely high rates reduce conversion potential.

How scores affect marketplace visibility

Quality scores influence plan ranking in consumer comparison results. When a customer searches for plans in their utility territory, the platform considers both plan attributes (rate, term, type) and supplier quality scores when determining display order.

Suppliers with consistently high scores see their plans appear higher in results, receive more impressions, and convert at higher rates. This creates a positive feedback loop - better operational performance leads to more visibility, which leads to more enrollments.

Threshold alerts and proactive monitoring

The supplier portal includes configurable threshold alerts for each quality dimension. You can set minimum acceptable scores and receive email notifications when a dimension drops below your threshold.

Common alert configurations include freshness warnings when offers haven't been updated in 14 days, acceptance rate alerts when the 30-day approval rate drops below 70%, and latency warnings when median response time exceeds 48 hours.

Benchmarking against category averages

Your scorecard includes benchmark comparisons against the average scores for all suppliers in the same market segments. This contextualization helps you understand whether a score of 72 is excellent (in a category where the average is 58) or needs improvement (in a category where the average is 85).

Benchmarks are segmented by state, commodity type, and supplier size tier, so you're compared against operationally similar suppliers rather than the entire marketplace.

Improving your scores with actionable recommendations

Each dimension in your scorecard includes specific, actionable recommendations when your score falls below the category benchmark. These aren't generic suggestions - they're calculated from your actual performance data.

• Freshness:If your average offer age exceeds 14 days, you'll see a recommendation to set up automated API sync or increase your CSV upload cadence.
• Acceptance rate: If your decline rate is high, the system identifies the most common decline reasons (e.g., deposit requirements, credit criteria) so you can evaluate whether those criteria are appropriately calibrated.
• Latency:If response times are trending upward, you'll see recommendations to enable webhook-based enrollment delivery for faster processing.
• Competitiveness:If your rates are consistently in the top quartile, you'll see market-rate context to help your pricing team evaluate whether adjustments are warranted.