Accountability Framework

Experience Feedback System

CRA collects structured experience feedback to support contractor accountability, performance evaluation, and network quality. We focus on operational categories—not generic ratings.

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Feedback Categories We Track

Instead of generic ratings, CRA tracks specific operational categories that reflect the quality of the homeowner experience from initial contact through project completion.

Initial Response Speed

How quickly the contractor made first contact after receiving the routed request.

Communication Quality

Professionalism, clarity, and helpfulness throughout the intake and coordination process.

Follow-Up Consistency

Whether the contractor followed up appropriately and maintained communication throughout the process.

Appointment Handling

Punctuality, scheduling flexibility, and how rescheduling was handled if needed.

Professional Standards

Adherence to stated scope, pricing transparency, and overall professional conduct.

Overall Experience

Holistic assessment of the end-to-end experience from initial request through project conclusion.

How Feedback Is Used

CRA uses structured homeowner feedback as a core component of our contractor accountability framework. Feedback is reviewed during contractor performance evaluations and informs territory standing decisions.

Contributes to the Contractor Scorecard performance profile

Reviewed during territory renewal and expansion decisions

Identifies areas where contractors need to improve communication standards

Shared with contractors during performance review conversations

Used to identify patterns in missed callbacks and follow-up failures

Feedback Is NOT Used For

Creating public rankings or competitive scoreboards

Public display of individual homeowner experiences

Guaranteeing specific service outcomes or pricing

Have a Service Request Experience to Share?

If you've worked with a CRA-contracted contractor, your structured feedback helps us maintain accountability and improve the homeowner experience.

Submit a Service Request View Scorecard

About This System

CRA collects feedback for internal contractor accountability purposes. Feedback is reviewed by CRA management and shared with contractors during performance evaluations. We do not publish individual homeowner feedback publicly or use it for marketing purposes.