EZ Messenger Staff - Serve Rate

Understanding how successful service rates(serve rate) is calculated is important. 

Every period our Successful Serve Rate, Serve Rate for short, is a key metric of success. Simply put the Successful Serve Rate is calculated by taking successful service divided by total jobs to get a percentage. The following definitions attempt to further clarify and refine Successful Serve Rate. It is important to note that these definitions are JOB BASED and focused on the Client Perspective of Success.

First, it’s important to note that Successful Serve Rate only pertains to jobs that would normally qualify for service. IS COURIER job types, also known as Misc, are NEVER included in any serve rate calculations.

Second, it’s important to note that the Pre Judgment vs Post Judgment grouping is a critical grouping with regards to serve rate, any report should always separate these two.

Finally, job types have varied serve rates even within a Pre or Post judgment grouping. Capturing the job types for summary and comparison purposes is important to truly analyzing successful serve rate.

Gross Serve Rate, the Gross Serve Rate is the simplest of the calculations taking success and dividing by total count in the given period, nothing is removed from the denominator. For example if 400 jobs were closed in the period and 300 were considered served the Gross Serve Rate is 75%.

Net Serve Rate, the Net Serve Rate removes jobs not actually attempted from the denominator regardless of their non-serve reason code. Net Serve Rate attempts to better measure the actual serve rate by eliminating anything that never received any effort at all.

Adjusted Net Serve Rate, the Adjusted Net Serve Rate takes the above one step further by also removing specific non-service reason codes from the denominator even when attempted. This attempts to more closely match up with showing the success rate for which success was actually a possibility.

Retouch Adjusted Net Serve Rate, the most complex of all the Retouch Adjusted Net Serve Rate takes the above and adds in a Retouch component to eliminate from the denominator jobs that are now known to exist as retouches. This is done by comparing either a client reference number or SSN of a defendant to prior jobs, if a match is found the job in the current period is reviewed. If it’s considered served in the current period then it counts in the numerator but NOT in the denominator. However, if it is not served then it does not count in the denominator because the assumption is that it was already counted in it’s original form and therefore that person/entity will not count again until such time they may be successfully served. Conceptually the scenario here is 0/1 in first period, 0/0 in subsequent and then 1/0 if finally served. The net effect is 1/1 if served and 0/1 if not served, any other combination yields incorrect counts in the denominator.