Home / Check catalog / 6. Schema, Local, Trust, Deep Audit / 6.86 Business Hours, Coverage Reliability & Operational Signals

6.86 Business Hours, Coverage Reliability & Operational Signals

660 checks in Schema, Local, Trust, Deep Audit. Automated Its subsection has a live automated checker in the engine.

Business Hours Configuration — Accuracy, Parity & Visibility

ID	Check	Passes when	Weight	Runs
6.86.01	Validate primary hours configured on main website	Configured	Critical	Deterministic
6.86.02	Validate business hours configured in Google Business Profile	Configured	Critical	Deterministic
6.86.03	Validate parity between website hours and GBP hours	Matching	Heavy	Deterministic
6.86.04	Validate hours consistent across major directories (Yelp, FB, Apple, etc.)	Consistent	Heavy	Deterministic
6.86.05	Validate time zone correctly set for all listings	Correct	Heavy	Deterministic
6.86.06	Detect conflicting “Open 24/7” vs specific hours claims	None	Medium	Deterministic
6.86.07	Validate hours visible above the fold or in a clearly discoverable UI element	Visible	Medium	Deterministic
6.86.08	Validate schema.org openingHours matches published hours	Matching	Medium	Deterministic
6.86.09	Detect outdated screenshots or images showing old hours	None	Medium	Deterministic
6.86.10	Validate voice assistants (if detectable) resolve correct hours	Correct	Medium	Deterministic

Coverage Reliability — Actual Availability vs Published Schedule

ID	Check	Passes when	Weight	Runs
6.86.11	Validate call answer rates during “open” hours	High	Heavy	Deterministic
6.86.12	Detect frequent “closed” or “no answer” complaints in reviews during open hours	Minimal	Heavy	Deterministic
6.86.13	Validate online booking/lead forms accept submissions during open hours	Functional	Heavy	Deterministic
6.86.14	Validate live chat or messaging availability matches published service window	Matching	Medium	Deterministic
6.86.15	Detect “we tried calling but no one picked up” in user feedback	Minimal	Medium	Deterministic
6.86.16	Validate emergency/after-hours contact paths (if advertised) work correctly	Working	Medium	Deterministic
6.86.17	Validate “closed” hours correctly block time-based booking actions	Correct	Medium	Deterministic
6.86.18	Validate customer-facing status labels (Open/Closed) accurate in widgets and headers	Accurate	Medium	Deterministic
6.86.19	Detect mismatches between ad copy promises (24/7, weekends) and real availability	None	Medium	Deterministic
6.86.20	Validate operational signals support “reliable business” perception for AI models	Supportive	Medium	Deterministic

Exceptions, Seasonality & Special Hours — Holidays, Peaks & Service Windows

ID	Check	Passes when	Weight	Runs
6.86.21	Validate holiday hours configured in GBP (where applicable)	Configured	Heavy	Deterministic
6.86.22	Validate temporary or seasonal hours clearly indicated on website	Indicated	Heavy	Deterministic
6.86.23	Detect outdated “special hours” banners or notices	None	Medium	Deterministic
6.86.24	Validate seasonal services (e.g., winter-only) have matching hours and availability messaging	Matching	Medium	Deterministic
6.86.25	Validate any location-specific hours clearly differentiated for multi-location brands	Differentiated	Medium	Deterministic
6.86.26	Detect conflicts between location landing page hours and corporate/global template hours	None	Medium	Deterministic
6.86.27	Validate “by appointment only” rules clearly communicated where applicable	Clear	Medium	Deterministic
6.86.28	Validate time-limited service windows (same-day, 24h response, etc.) realistically supported	Supported	Medium	Deterministic
6.86.29	Validate FAQs and help content reflect current business hours and coverage rules	Updated	Medium	Deterministic
6.86.30	Compute Business Operations Hours & Coverage Reliability Score	Finalized	Critical	Deterministic

Call Performance — Responsiveness, Routing & Availability

ID	Check	Passes when	Weight	Runs
6.86.31	Validate primary phone line operational	Operational	Heavy	Deterministic
6.86.32	Validate call routing correct (no dead numbers)	Correct	Heavy	Deterministic
6.86.33	Validate call answer rate stable	Stable	Heavy	Deterministic
6.86.34	Detect prolonged hold times	Minimal	Medium	Deterministic
6.86.35	Detect “number not in service” reports in reviews	None	Medium	Deterministic
6.86.36	Validate after-hours voicemail functioning	Functioning	Medium	Deterministic
6.86.37	Validate call tracking numbers match real business identity	Matching	Medium	Deterministic
6.86.38	Detect inconsistent call tracking numbers across directories	None	Medium	Deterministic
6.86.39	Validate call extensions or IVR options work	Working	Medium	Deterministic
6.86.40	Validate call volume consistent with expected demand	Reasonable	Medium	Deterministic

Message Handling — Text, Chat, Form Follow-Up & Response Quality

ID	Check	Passes when	Weight	Runs
6.86.41	Validate web forms deliver messages successfully	Delivered	Heavy	Deterministic
6.86.42	Validate SMS/WhatsApp messaging channels active	Active	Heavy	Deterministic
6.86.43	Validate average response time acceptable	Fast	Heavy	Deterministic
6.86.44	Detect unresponded inquiries	Minimal	Medium	Deterministic
6.86.45	Validate CRM leads properly tagged	Tagged	Medium	Deterministic
6.86.46	Validate message auto-replies correct (if used)	Correct	Medium	Deterministic
6.86.47	Detect message bounce errors	None	Medium	Deterministic
6.86.48	Validate chat widget loads & functions on all devices	Functional	Medium	Deterministic
6.86.49	Validate AI chat assistants or bot flows configured correctly	Correct	Medium	Deterministic
6.86.50	Validate user sentiment in messages aligns with service availability	Aligned	Medium	Deterministic

Service Reliability — on-Site Arrival, Scheduling Accuracy & Confirmation Signals

ID	Check	Passes when	Weight	Runs
6.86.51	Validate scheduling system functional	Functional	Heavy	Deterministic
6.86.52	Validate appointment confirmations sent	Sent	Heavy	Deterministic
6.86.53	Validate technicians or staff arrive within communicated windows	Reliable	Heavy	Deterministic
6.86.54	Detect service arrival complaints in reviews	Minimal	Medium	Deterministic
6.86.55	Validate follow-ups occur after service completion	Occurring	Medium	Deterministic
6.86.56	Detect inconsistent scheduling errors	None	Medium	Deterministic
6.86.57	Validate cancellation/reschedule workflow functioning	Functioning	Medium	Deterministic
6.86.58	Validate expected service window clearly disclosed	Clear	Medium	Deterministic
6.86.59	Validate staff punctuality signals support trust	Supportive	Medium	Deterministic
6.86.60	Compute Responsiveness & Operational Reliability Score	Finalized	Critical	Deterministic

Transparency — Pricing, Expectations & Service Clarity

ID	Check	Passes when	Weight	Runs
6.86.61	Validate pricing information available	Available	Heavy	Deterministic
6.86.62	Validate quotes provided match final charges	Matching	Heavy	Deterministic
6.86.63	Validate service descriptions accurately reflect offerings	Accurate	Heavy	Deterministic
6.86.64	Detect misleading pricing complaints	None	Medium	Deterministic
6.86.65	Validate staff provides clear pre-service explanations	Clear	Medium	Deterministic
6.86.66	Validate no hidden-fee indicators appearing in reviews	None	Medium	Deterministic
6.86.67	Validate service guarantees/warranties displayed	Displayed	Medium	Deterministic
6.86.68	Detect inconsistent explanations between website & staff	None	Medium	Deterministic
6.86.69	Validate customer expectations aligned with service scope	Aligned	Medium	Deterministic
6.86.70	Detect unmet expectation complaints	Minimal	Medium	Deterministic

Service Accuracy — Quality, Completeness & Follow-Through

ID	Check	Passes when	Weight	Runs
6.86.71	Validate service quality praised across reviews	Praised	Heavy	Deterministic
6.86.72	Validate issues resolved on first visit when possible	Resolved	Heavy	Deterministic
6.86.73	Validate technicians/staff demonstrate expertise	Professional	Heavy	Deterministic
6.86.74	Detect repeated complaints about incomplete work	None	Medium	Deterministic
6.86.75	Validate service steps documented properly	Documented	Medium	Deterministic
6.86.76	Validate onsite staff communication consistent	Consistent	Medium	Deterministic
6.86.77	Detect contradictions between claims and results	None	Medium	Deterministic
6.86.78	Validate follow-up support available	Available	Medium	Deterministic
6.86.79	Validate service completion times reasonable	Reasonable	Medium	Deterministic
6.86.80	Validate troubleshooting steps communicated	Communicated	Medium	Deterministic

Customer Experience — Trust, Consistency & Overall Satisfaction

ID	Check	Passes when	Weight	Runs
6.86.81	Validate overall experience sentiment positive	Positive	Heavy	Deterministic
6.86.82	Validate repeat-customer indicators present	Present	Heavy	Deterministic
6.86.83	Detect service recovery issues poorly handled	None	Medium	Deterministic
6.86.84	Validate staff courtesy & professionalism signals	Professional	Medium	Deterministic
6.86.85	Validate customer trust maintained post-service	Maintained	Medium	Deterministic
6.86.86	Detect dissatisfaction spikes in recent reviews	None	Medium	Deterministic
6.86.87	Validate long-term satisfaction trends stable	Stable	Medium	Deterministic
6.86.88	Validate expectations set honestly by staff	Honest	Medium	Deterministic
6.86.89	Detect disconnects between marketing claims & reality	None	Medium	Deterministic
6.86.90	Compute Customer Expectation Management Score	Finalized	Critical	Deterministic

Reliability — on-Time Service, Scheduling Accuracy & Dependability

ID	Check	Passes when	Weight	Runs
6.86.91	Validate on-time arrival rate	High	Heavy	Deterministic
6.86.92	Validate accurate scheduling windows provided	Accurate	Heavy	Deterministic
6.86.93	Validate staff shows up as scheduled	Showed	Heavy	Deterministic
6.86.94	Detect recurring lateness complaints	None	Medium	Deterministic
6.86.95	Validate emergency bookings handled correctly	Handled	Medium	Deterministic
6.86.96	Validate last-minute cancellations minimal	Minimal	Medium	Deterministic
6.86.97	Validate internal scheduling system consistent	Consistent	Medium	Deterministic
6.86.98	Detect inconsistent appointment confirmations	None	Medium	Deterministic
6.86.99	Validate ETA updates provided when needed	Provided	Medium	Deterministic
6.86.100	Validate no-show incidents rare	Rare	Medium	Deterministic

Logistics — Workflow, Staff Coordination & on-Site Execution

ID	Check	Passes when	Weight	Runs
6.86.101	Validate teams arrive prepared with tools/materials	Prepared	Heavy	Deterministic
6.86.102	Validate jobs executed in correct procedural order	Correct	Heavy	Deterministic
6.86.103	Validate workload distribution balanced	Balanced	Heavy	Deterministic
6.86.104	Detect delays caused by internal coordination issues	None	Medium	Deterministic
6.86.105	Validate staff communication clear during service	Clear	Medium	Deterministic
6.86.106	Validate onsite workflow matches SOPs	Matching	Medium	Deterministic
6.86.107	Detect recurring supply shortages	None	Medium	Deterministic
6.86.108	Validate quality-control checks performed	Performed	Medium	Deterministic
6.86.109	Validate post-service clean-up performed	Performed	Medium	Deterministic
6.86.110	Validate technician handoff transitions clean	Clean	Medium	Deterministic

Service Delivery — End-to-End Experience & Operational Friction

ID	Check	Passes when	Weight	Runs
6.86.111	Validate smooth service flow start → finish	Smooth	Heavy	Deterministic
6.86.112	Validate multi-step services coordinated effectively	Effective	Heavy	Deterministic
6.86.113	Validate customer updated at each service stage	Updated	Heavy	Deterministic
6.86.114	Detect workflow breakdown incidents	None	Medium	Deterministic
6.86.115	Validate expected outcomes delivered consistently	Delivered	Medium	Deterministic
6.86.116	Detect interruptions due to equipment failure	None	Medium	Deterministic
6.86.117	Validate staff performs final walk-through with customer	Performed	Medium	Deterministic
6.86.118	Validate operational friction minimal	Minimal	Medium	Deterministic
6.86.119	Validate service documentation captured correctly	Captured	Medium	Deterministic
6.86.120	Compute Operational Reliability Master Score	Finalized	Critical	Deterministic

Technical Execution — Accuracy, Skill Level & Procedural Quality

ID	Check	Passes when	Weight	Runs
6.86.121	Validate technicians follow technical SOPs	Followed	Heavy	Deterministic
6.86.122	Validate work performed meets technical standards	Meets	Heavy	Deterministic
6.86.123	Validate correct tools used for each task	Correct	Heavy	Deterministic
6.86.124	Detect improper tool usage	None	Medium	Deterministic
6.86.125	Validate repair/installation accuracy	Accurate	Medium	Deterministic
6.86.126	Validate measurements & calibrations correct	Correct	Medium	Deterministic
6.86.127	Detect repeated technical mistakes	None	Medium	Deterministic
6.86.128	Validate adherence to safety protocols	Adherent	Medium	Deterministic
6.86.129	Validate multi-step procedures performed correctly	Correct	Medium	Deterministic
6.86.130	Validate service photos accurately document work	Accurate	Medium	Deterministic

Team Performance — Professionalism, Customer Interaction & Work Ethic

ID	Check	Passes when	Weight	Runs
6.86.131	Validate staff professionalism	Professional	Heavy	Deterministic
6.86.132	Validate communication clear & respectful	Clear	Heavy	Deterministic
6.86.133	Validate technicians explain work clearly	Explained	Heavy	Deterministic
6.86.134	Detect complaints about technician behavior	None	Medium	Deterministic
6.86.135	Validate technicians follow dress code	Followed	Medium	Deterministic
6.86.136	Validate team collaborates effectively onsite	Effective	Medium	Deterministic
6.86.137	Detect signs of rushed or careless work	None	Medium	Deterministic
6.86.138	Validate demeanour matches brand expectations	Matching	Medium	Deterministic
6.86.139	Validate technicians handle customer objections well	Handled	Medium	Deterministic
6.86.140	Validate staff demonstrates ownership of tasks	Ownership	Medium	Deterministic

Competency Development — Training, Certification & Skill Growth

ID	Check	Passes when	Weight	Runs
6.86.141	Validate certifications up-to-date	Updated	Heavy	Deterministic
6.86.142	Validate ongoing training participation	Active	Heavy	Deterministic
6.86.143	Validate new hires receive structured onboarding	Structured	Heavy	Deterministic
6.86.144	Detect missing or expired qualifications	None	Medium	Deterministic
6.86.145	Validate technician skill progression	Progressing	Medium	Deterministic
6.86.146	Validate ride-along evaluations conducted	Conducted	Medium	Deterministic
6.86.147	Validate hands-on training documented	Documented	Medium	Deterministic
6.86.148	Detect insufficient skill distribution across team	None	Medium	Deterministic
6.86.149	Validate performance reviews completed	Completed	Medium	Deterministic
6.86.150	Compute Technical Execution & Team Performance Score	Finalized	Critical	Deterministic

Service Outcome Quality — Results, Durability & Customer Satisfaction

ID	Check	Passes when	Weight	Runs
6.86.151	Validate service resolved the customer’s problem	Resolved	Heavy	Deterministic
6.86.152	Validate work quality meets brand standards	Meets	Heavy	Deterministic
6.86.153	Validate long-term durability of work	Durable	Heavy	Deterministic
6.86.154	Detect recurring service failures	None	Medium	Deterministic
6.86.155	Validate clean jobsite left after service	Clean	Medium	Deterministic
6.86.156	Validate customer satisfaction reported	Satisfied	Medium	Deterministic
6.86.157	Validate follow-up confirmation sent to customer	Sent	Medium	Deterministic
6.86.158	Detect mismatches between customer expectation & delivery	None	Medium	Deterministic
6.86.159	Validate post-service issues documented	Documented	Medium	Deterministic
6.86.160	Validate warranties or guarantees honored	Honored	Medium	Deterministic

First-Time Fix Performance — Accuracy, Preparedness & Diagnostic Quality

ID	Check	Passes when	Weight	Runs
6.86.161	Validate issue fixed on first visit	Fixed	Heavy	Deterministic
6.86.162	Validate technicians arrive with required parts	Prepared	Heavy	Deterministic
6.86.163	Validate diagnostic accuracy	Accurate	Heavy	Deterministic
6.86.164	Detect misdiagnoses	None	Medium	Deterministic
6.86.165	Validate service notes include diagnostic steps	Detailed	Medium	Deterministic
6.86.166	Validate job-time estimation accuracy	Accurate	Medium	Deterministic
6.86.167	Detect delays caused by missing parts	None	Medium	Deterministic
6.86.168	Validate job completion time within normal range	Normal	Medium	Deterministic
6.86.169	Validate return-visit rate low	Low	Medium	Deterministic
6.86.170	Validate service logs consistent & complete	Complete	Medium	Deterministic

Issue Resolution — Handling, Escalation & Corrective Action Quality

ID	Check	Passes when	Weight	Runs
6.86.171	Validate complaints resolved promptly	Prompt	Heavy	Deterministic
6.86.172	Validate escalation procedures followed	Followed	Heavy	Deterministic
6.86.173	Validate corrective actions documented	Documented	Heavy	Deterministic
6.86.174	Detect unresolved issues remaining open too long	None	Medium	Deterministic
6.86.175	Validate customer notified of resolution steps	Notified	Medium	Deterministic
6.86.176	Validate root-cause analysis performed when needed	Performed	Medium	Deterministic
6.86.177	Validate technician assigned appropriate for issue	Appropriate	Medium	Deterministic
6.86.178	Detect repeated escalations from same technician	None	Medium	Deterministic
6.86.179	Validate resolution aligns with brand service policy	Aligned	Medium	Deterministic
6.86.180	Compute Service Outcome + First-Time Fix Score	Finalized	Critical	Deterministic

Technician Performance — Skill, Certification & Service Execution

ID	Check	Passes when	Weight	Runs
6.86.181	Validate technician certifications up to date	Updated	Heavy	Deterministic
6.86.182	Validate technician skill level matches assigned jobs	Matching	Heavy	Deterministic
6.86.183	Validate service steps followed according to SOP	Followed	Heavy	Deterministic
6.86.184	Detect technician performance deviations	None	Medium	Deterministic
6.86.185	Validate technicians follow safety protocols	Followed	Medium	Deterministic
6.86.186	Validate professionalism (appearance, conduct, politeness)	Professional	Medium	Deterministic
6.86.187	Validate accuracy of technician service notes	Accurate	Medium	Deterministic
6.86.188	Detect underperforming technicians	None	Medium	Deterministic
6.86.189	Validate cross-service competency where applicable	Competent	Medium	Deterministic
6.86.190	Validate customer feedback mentions technician positively	Positive	Medium	Deterministic

Operational Consistency — Process Reliability & Quality Control

ID	Check	Passes when	Weight	Runs
6.86.191	Validate service workflows followed consistently	Consistent	Heavy	Deterministic
6.86.192	Validate multi-step jobs documented properly	Documented	Heavy	Deterministic
6.86.193	Validate internal quality checks performed	Performed	Heavy	Deterministic
6.86.194	Detect deviations from workflow timing standards	None	Medium	Deterministic
6.86.195	Validate parts ordering & inventory accuracy	Accurate	Medium	Deterministic
6.86.196	Validate appropriate scheduling & dispatch accuracy	Accurate	Medium	Deterministic
6.86.197	Detect unnecessary rescheduling	None	Medium	Deterministic
6.86.198	Validate communication logs complete (SMS, calls, notes)	Complete	Medium	Deterministic
6.86.199	Validate compliance with industry standards	Compliant	Medium	Deterministic
6.86.200	Validate technicians follow time-on-site standards	Standard	Medium	Deterministic

Team Coordination — Communication, Handoff Quality & Internal Alignment

ID	Check	Passes when	Weight	Runs
6.86.201	Validate clean handoff between CS and technicians	Clean	Heavy	Deterministic
6.86.202	Validate pre-service notes communicated correctly	Communicated	Heavy	Deterministic
6.86.203	Validate multi-tech jobs coordinated properly	Coordinated	Heavy	Deterministic
6.86.204	Detect gaps in internal communication	None	Medium	Deterministic
6.86.205	Validate estimates communicated accurately to techs	Accurate	Medium	Deterministic
6.86.206	Validate post-job notes updated for CS team	Updated	Medium	Deterministic
6.86.207	Validate technician familiarity with repeat customers	Familiar	Medium	Deterministic
6.86.208	Validate escalation paths known and used properly	Proper	Medium	Deterministic
6.86.209	Detect communication bottlenecks	None	Medium	Deterministic
6.86.210	Compute Team Performance & Operational Consistency Score	Finalized	Critical	Deterministic

Service Outcome Quality — Effectiveness, Durability & Customer Impact

ID	Check	Passes when	Weight	Runs
6.86.211	Validate service resolves the original issue	Resolved	Heavy	Deterministic
6.86.212	Validate long-term outcome stability (no repeat issues)	Stable	Heavy	Deterministic
6.86.213	Validate quality of craftsmanship	High	Heavy	Deterministic
6.86.214	Detect recurring issues within 30–90 days	None	Medium	Deterministic
6.86.215	Validate no unnecessary upsells harmed outcome quality	None	Medium	Deterministic
6.86.216	Validate service outcomes documented correctly	Documented	Medium	Deterministic
6.86.217	Validate equipment/parts installed correctly	Correct	Medium	Deterministic
6.86.218	Validate results match estimate description	Matching	Medium	Deterministic
6.86.219	Detect quality variations between technicians	Minimal	Medium	Deterministic
6.86.220	Validate customer feedback indicates successful outcome	Positive	Medium	Deterministic

Warranty Claims — Accuracy, Frequency & Root-Cause Qualification

ID	Check	Passes when	Weight	Runs
6.86.221	Validate warranty claim frequency below threshold	Low	Heavy	Deterministic
6.86.222	Detect repeat warranty claims for same service	None	Heavy	Deterministic
6.86.223	Validate warranty claims documented with root cause	Documented	Heavy	Deterministic
6.86.224	Validate warranty resolution time efficient	Efficient	Medium	Deterministic
6.86.225	Validate warranty repairs completed correctly	Correct	Medium	Deterministic
6.86.226	Detect warranty issues caused by technician error	None	Medium	Deterministic
6.86.227	Validate parts replaced under warranty logged properly	Logged	Medium	Deterministic
6.86.228	Validate customer satisfaction post-warranty repair	Satisfied	Medium	Deterministic
6.86.229	Detect disputes related to warranty validity	None	Medium	Deterministic
6.86.230	Validate warranty coverage communicated clearly	Clear	Medium	Deterministic

Issue Resolution — Customer Recovery, Troubleshooting & Failure Analysis

ID	Check	Passes when	Weight	Runs
6.86.231	Validate issues handled within SLA	Within SLA	Heavy	Deterministic
6.86.232	Validate correct triage classification of issues	Correct	Heavy	Deterministic
6.86.233	Validate root-cause analysis documented	Documented	Heavy	Deterministic
6.86.234	Validate customer recovery attempts (discounts, corrections)	Attempted	Medium	Deterministic
6.86.235	Validate communication quality during issue resolution	High	Medium	Deterministic
6.86.236	Detect unresolved issues beyond SLA	None	Medium	Deterministic
6.86.237	Validate follow-up steps completed	Completed	Medium	Deterministic
6.86.238	Validate internal logging of issue details	Logged	Medium	Deterministic
6.86.239	Validate escalation used appropriately	Appropriate	Medium	Deterministic
6.86.240	Compute Service Outcome & Resolution Quality Score	Finalized	Critical	Deterministic

Operations Transparency — Information Access, Policy Visibility & Process Clarity

ID	Check	Passes when	Weight	Runs
6.86.241	Validate business hours accurate across all platforms	Accurate	Heavy	Deterministic
6.86.242	Validate service area clearly defined	Defined	Heavy	Deterministic
6.86.243	Validate pricing transparency meets industry norms	Transparent	Heavy	Deterministic
6.86.244	Detect missing or conflicting operational info	None	Medium	Deterministic
6.86.245	Validate onboarding instructions clear for customers	Clear	Medium	Deterministic
6.86.246	Validate cancellation policies presented clearly	Clear	Medium	Deterministic
6.86.247	Validate warranties/guarantees shown prominently	Prominent	Medium	Deterministic
6.86.248	Detect out-of-date policy pages	None	Medium	Deterministic
6.86.249	Validate customer service channels easy to find	Accessible	Medium	Deterministic
6.86.250	Validate estimated response times displayed	Displayed	Medium	Deterministic

Customer Expectation Management — Clarity, Accuracy & Service Preparation

ID	Check	Passes when	Weight	Runs
6.86.251	Validate expectations set accurately before service	Accurate	Heavy	Deterministic
6.86.252	Validate required customer actions communicated	Communicated	Heavy	Deterministic
6.86.253	Detect overpromising in marketing materials	None	Heavy	Deterministic
6.86.254	Validate FAQs address core concerns	Addressed	Medium	Deterministic
6.86.255	Validate appointment windows communicated clearly	Clear	Medium	Deterministic
6.86.256	Detect unclear or ambiguous instructions	None	Medium	Deterministic
6.86.257	Validate service preparation guidelines provided	Provided	Medium	Deterministic
6.86.258	Validate confirmation messages accurate	Accurate	Medium	Deterministic
6.86.259	Validate follow-up messages reinforce expectations	Reinforced	Medium	Deterministic
6.86.260	Validate customer disclosures complete	Complete	Medium	Deterministic

Policy Clarity — Terms, Limitations, Requirements & Compliance

ID	Check	Passes when	Weight	Runs
6.86.261	Validate terms of service written clearly	Clear	Heavy	Deterministic
6.86.262	Validate limitations of service disclosed	Disclosed	Heavy	Deterministic
6.86.263	Detect conflicting policy statements	None	Heavy	Deterministic
6.86.264	Validate privacy policy meets compliance standards	Compliant	Medium	Deterministic
6.86.265	Validate data collection practices transparent	Transparent	Medium	Deterministic
6.86.266	Validate refund policy easy to understand	Understandable	Medium	Deterministic
6.86.267	Detect ambiguous policy language	None	Medium	Deterministic
6.86.268	Validate required disclosures legally sufficient	Sufficient	Medium	Deterministic
6.86.269	Validate policy updates versioned & documented	Documented	Medium	Deterministic
6.86.270	Compute Business Policy & Expectation Alignment Score	Finalized	Critical	Deterministic

Operational Reliability — Consistency, Predictability & Service Execution

ID	Check	Passes when	Weight	Runs
6.86.271	Validate service delivered within promised timeframe	On-time	Heavy	Deterministic
6.86.272	Detect repeated delays across customer reports	None	Heavy	Deterministic
6.86.273	Validate schedule adherence rate high	High	Heavy	Deterministic
6.86.274	Validate no-show incidents minimal	Minimal	Medium	Deterministic
6.86.275	Validate operational disruptions communicated clearly	Communicated	Medium	Deterministic
6.86.276	Detect inconsistent service delivery patterns	None	Medium	Deterministic
6.86.277	Validate service capacity aligns with demand	Aligned	Medium	Deterministic
6.86.278	Validate customer wait times reasonable	Reasonable	Medium	Deterministic
6.86.279	Detect unplanned closures or blackout periods	None	Medium	Deterministic
6.86.280	Validate operational reliability metrics updated	Updated	Medium	Deterministic

Staff Performance — Professionalism, Competence & Customer Experience

ID	Check	Passes when	Weight	Runs
6.86.281	Validate staff professionalism referenced in reviews	Professional	Heavy	Deterministic
6.86.282	Validate staff follow service protocols consistently	Consistent	Heavy	Deterministic
6.86.283	Detect repeated complaints about specific staff	None	Heavy	Deterministic
6.86.284	Validate staff communication rated positively	Positive	Medium	Deterministic
6.86.285	Detect service delivery skill gaps in reviews	None	Medium	Deterministic
6.86.286	Validate staff behavior aligned with brand standards	Aligned	Medium	Deterministic
6.86.287	Validate staff identification clear (uniform, ID, etc.)	Clear	Medium	Deterministic
6.86.288	Detect negative tone patterns toward staff	None	Medium	Deterministic
6.86.289	Validate staff praise signals strong trust correlation	Strong	Medium	Deterministic
6.86.290	Validate staff count sufficient for service load	Sufficient	Medium	Deterministic

Service Delivery Quality — Execution, Outcome Consistency & Customer Satisfaction

ID	Check	Passes when	Weight	Runs
6.86.291	Validate service results meet customer expectations	Met	Heavy	Deterministic
6.86.292	Detect repeated quality control failures	None	Heavy	Deterministic
6.86.293	Validate follow-up procedures executed	Executed	Heavy	Deterministic
6.86.294	Validate reservice/refund rates low	Low	Medium	Deterministic
6.86.295	Validate outcome descriptions in reviews positive	Positive	Medium	Deterministic
6.86.296	Validate issues resolved on first attempt	High	Medium	Deterministic
6.86.297	Detect service outcome inconsistencies	None	Medium	Deterministic
6.86.298	Validate satisfaction metrics trending upward	Upward	Medium	Deterministic
6.86.299	Validate service quality aligns with pricing tier	Aligned	Medium	Deterministic
6.86.300	Compute Operational Reliability & Service Delivery Score	Finalized	Critical	Deterministic

Communication Quality — Clarity, Response Speed & Information Accuracy

ID	Check	Passes when	Weight	Runs
6.86.301	Validate communication tone professional	Professional	Heavy	Deterministic
6.86.302	Validate response times fast across channels	Fast	Heavy	Deterministic
6.86.303	Detect unclear or confusing communication patterns	None	Heavy	Deterministic
6.86.304	Validate instructions to customers clear and complete	Clear	Medium	Deterministic
6.86.305	Validate appointment confirmations accurate	Accurate	Medium	Deterministic
6.86.306	Detect miscommunication incidents in reviews	None	Medium	Deterministic
6.86.307	Validate multi-channel communication consistent	Consistent	Medium	Deterministic
6.86.308	Validate proactive communication before service	Proactive	Medium	Deterministic
6.86.309	Validate post-service updates delivered	Delivered	Medium	Deterministic
6.86.310	Detect communication gaps from staff to customer	None	Medium	Deterministic

Expectation Management — Transparency, Scope Alignment & Price Clarity

ID	Check	Passes when	Weight	Runs
6.86.311	Validate service scope explained clearly	Clear	Heavy	Deterministic
6.86.312	Validate pricing transparency in communication	Transparent	Heavy	Deterministic
6.86.313	Detect hidden fees or unexpected charges	None	Heavy	Deterministic
6.86.314	Validate estimates accurate compared to final billing	Accurate	Medium	Deterministic
6.86.315	Validate customer expectations set realistically	Realistic	Medium	Deterministic
6.86.316	Detect expectation-misalignment complaints	None	Medium	Deterministic
6.86.317	Validate risks/limitations communicated when necessary	Communicated	Medium	Deterministic
6.86.318	Validate optional add-ons explained clearly	Clear	Medium	Deterministic
6.86.319	Validate customers receive pre-service checklists	Received	Medium	Deterministic
6.86.320	Detect discrepancies between promised and delivered scope	None	Medium	Deterministic

Issue Resolution — Speed, Fairness & Effectiveness

ID	Check	Passes when	Weight	Runs
6.86.321	Validate issue resolution time competitive	Fast	Heavy	Deterministic
6.86.322	Detect unresolved complaint patterns	None	Heavy	Deterministic
6.86.323	Validate refunds/resolutions handled professionally	Professional	Heavy	Deterministic
6.86.324	Validate customer follow-ups completed after resolution	Completed	Medium	Deterministic
6.86.325	Detect escalation frequency above normal	Low	Medium	Deterministic
6.86.326	Validate corrective actions communicated clearly	Communicated	Medium	Deterministic
6.86.327	Validate resolution outcomes match customer expectations	Matching	Medium	Deterministic
6.86.328	Detect repeated compensation requests	None	Medium	Deterministic
6.86.329	Validate dispute handling follows internal protocol	Protocol-aligned	Medium	Deterministic
6.86.330	Compute Communication & Resolution Effectiveness Score	Finalized	Critical	Deterministic

Operational Reliability — Timeliness, Dependability & Service Completion

ID	Check	Passes when	Weight	Runs
6.86.331	Validate on-time arrival rate	High	Heavy	Deterministic
6.86.332	Detect repeated late-arrival complaints	None	Heavy	Deterministic
6.86.333	Validate job completion rate without rescheduling	High	Heavy	Deterministic
6.86.334	Validate crew availability meets demand	Adequate	Medium	Deterministic
6.86.335	Detect missed appointments	None	Medium	Deterministic
6.86.336	Validate service-day workflow predictable	Predictable	Medium	Deterministic
6.86.337	Validate service delays communicated promptly	Prompt	Medium	Deterministic
6.86.338	Detect schedule bottlenecks	Minimal	Medium	Deterministic
6.86.339	Validate seasonal capacity planning appropriate	Appropriate	Medium	Deterministic
6.86.340	Validate emergency-service response times competitive	Competitive	Medium	Deterministic

Workflow Accuracy — Checklists, Procedures & Internal Operations

ID	Check	Passes when	Weight	Runs
6.86.341	Validate service checklists completed fully	Completed	Heavy	Deterministic
6.86.342	Validate technician notes accurate and detailed	Accurate	Heavy	Deterministic
6.86.343	Detect missing documentation after service	None	Heavy	Deterministic
6.86.344	Validate workflows followed consistently	Consistent	Medium	Deterministic
6.86.345	Validate tool/equipment prep completed pre-service	Completed	Medium	Deterministic
6.86.346	Detect workflow deviations causing customer issues	None	Medium	Deterministic
6.86.347	Validate post-service quality checks performed	Performed	Medium	Deterministic
6.86.348	Validate internal logs synced with CRM	Synced	Medium	Deterministic
6.86.349	Validate follow-up tasks assigned automatically	Assigned	Medium	Deterministic
6.86.350	Detect recurring workflow inefficiencies	None	Medium	Deterministic

Service Delivery Execution — Quality, Consistency & Customer Experience

ID	Check	Passes when	Weight	Runs
6.86.351	Validate service delivered matches advertised offering	Matching	Heavy	Deterministic
6.86.352	Validate service delivered meets quality standards	High quality	Heavy	Deterministic
6.86.353	Detect customer dissatisfaction related to execution	Minimal	Heavy	Deterministic
6.86.354	Validate technician professionalism on-site	Professional	Medium	Deterministic
6.86.355	Validate property left clean after service	Clean	Medium	Deterministic
6.86.356	Detect inconsistent execution between staff	None	Medium	Deterministic
6.86.357	Validate instructions given to customer after service	Clear	Medium	Deterministic
6.86.358	Validate photos/videos attached as service proof	Attached	Medium	Deterministic
6.86.359	Validate customer acknowledgment recorded	Recorded	Medium	Deterministic
6.86.360	Compute Operational Reliability & Execution Score	Finalized	Critical	Deterministic

Communication Quality — Clarity, Responsiveness & Expectation Setting

ID	Check	Passes when	Weight	Runs
6.86.361	Validate initial communication clear and accurate	Clear	Heavy	Deterministic
6.86.362	Validate response time to inquiries competitive	Fast	Heavy	Deterministic
6.86.363	Validate service expectations communicated before arrival	Communicated	Heavy	Deterministic
6.86.364	Detect miscommunication leading to negative reviews	None	Medium	Deterministic
6.86.365	Validate quotes/estimates conveyed transparently	Transparent	Medium	Deterministic
6.86.366	Validate technician en route notifications sent	Sent	Medium	Deterministic
6.86.367	Validate communication channels consistent (SMS, email, app)	Consistent	Medium	Deterministic
6.86.368	Detect communication overload or spam	None	Medium	Deterministic
6.86.369	Validate multilingual communication where relevant	Available	Medium	Deterministic
6.86.370	Validate communication tone professional	Professional	Medium	Deterministic

Expectation Management — Pricing, Scope, Timelines & Outcome Clarity

ID	Check	Passes when	Weight	Runs
6.86.371	Validate pricing explained before service	Explained	Heavy	Deterministic
6.86.372	Validate service scope communicated accurately	Accurate	Heavy	Deterministic
6.86.373	Detect mismatch between expectation and actual service	None	Heavy	Deterministic
6.86.374	Validate additional fees disclosed upfront	Disclosed	Medium	Deterministic
6.86.375	Validate service timeline communicated clearly	Clear	Medium	Deterministic
6.86.376	Validate complex services broken into clear steps	Clear	Medium	Deterministic
6.86.377	Detect expectation failures causing churn	None	Medium	Deterministic
6.86.378	Validate before/after expectations set correctly	Set	Medium	Deterministic
6.86.379	Validate customer informed of potential risks	Informed	Medium	Deterministic
6.86.380	Validate written confirmations provided	Provided	Medium	Deterministic

Post-Service Alignment — Follow-Up, Support & Issue Resolution

ID	Check	Passes when	Weight	Runs
6.86.381	Validate follow-up message sent after service	Sent	Heavy	Deterministic
6.86.382	Validate issues addressed promptly if reported	Prompt	Heavy	Deterministic
6.86.383	Validate warranty/guarantee terms communicated	Communicated	Heavy	Deterministic
6.86.384	Validate customer satisfaction check performed	Performed	Medium	Deterministic
6.86.385	Validate escalation pathways clear	Clear	Medium	Deterministic
6.86.386	Detect unresolved customer concerns	None	Medium	Deterministic
6.86.387	Validate follow-up recommendations provided	Provided	Medium	Deterministic
6.86.388	Validate post-service documentation delivered	Delivered	Medium	Deterministic
6.86.389	Validate retention messaging appropriate	Appropriate	Medium	Deterministic
6.86.390	Compute Communication & Expectation Alignment Score	Finalized	Critical	Deterministic

Business Information Completeness — Details, Coverage & Accuracy

ID	Check	Passes when	Weight	Runs
6.86.391	Validate business description comprehensive	Comprehensive	Heavy	Deterministic
6.86.392	Validate service list fully represented	Complete	Heavy	Deterministic
6.86.393	Validate service areas clearly defined	Defined	Heavy	Deterministic
6.86.394	Detect missing business identifiers (license, certifications)	None missing	Medium	Deterministic
6.86.395	Validate business hours accurate	Accurate	Medium	Deterministic
6.86.396	Detect inconsistencies across platforms	None	Medium	Deterministic
6.86.397	Validate emergency/after-hours options correctly listed	Correct	Medium	Deterministic
6.86.398	Validate long-form business overview present	Present	Medium	Deterministic
6.86.399	Validate multi-location details consistent	Consistent	Medium	Deterministic
6.86.400	Validate seasonal hours/settings indicated	Indicated	Medium	Deterministic

Service Transparency — Coverage, Depth & Customer Understanding

ID	Check	Passes when	Weight	Runs
6.86.401	Validate each service includes a detailed explanation	Detailed	Heavy	Deterministic
6.86.402	Validate services categorized correctly	Correct	Heavy	Deterministic
6.86.403	Validate service benefits communicated clearly	Clear	Heavy	Deterministic
6.86.404	Validate potential risks/limitations stated	Stated	Medium	Deterministic
6.86.405	Validate preparation instructions available	Available	Medium	Deterministic
6.86.406	Detect customer confusion risks (ambiguous service names)	None	Medium	Deterministic
6.86.407	Validate service timelines defined (duration estimates)	Defined	Medium	Deterministic
6.86.408	Validate visual aids (photos, diagrams) provided	Provided	Medium	Deterministic
6.86.409	Validate service outcomes described accurately	Accurate	Medium	Deterministic
6.86.410	Validate service-level disclaimers included	Included	Medium	Deterministic

Resource Completeness — Guides, Support Materials & Helpful Content

ID	Check	Passes when	Weight	Runs
6.86.411	Validate FAQ section covers major concerns	Covered	Heavy	Deterministic
6.86.412	Validate troubleshooting guides available	Available	Heavy	Deterministic
6.86.413	Validate post-service instructions provided	Provided	Heavy	Deterministic
6.86.414	Detect missing essential documents (warranties, receipts)	None missing	Medium	Deterministic
6.86.415	Validate downloadable resources updated	Updated	Medium	Deterministic
6.86.416	Validate customer education content present (blogs, videos)	Present	Medium	Deterministic
6.86.417	Validate safety instructions accessible	Accessible	Medium	Deterministic
6.86.418	Detect outdated or contradictory guides	None	Medium	Deterministic
6.86.419	Validate multi-language resources where relevant	Provided	Medium	Deterministic
6.86.420	Compute Business Info Completeness Master Score	Finalized	Critical	Deterministic

Operations Transparency — Process, Workflow & Expectation Setting

ID	Check	Passes when	Weight	Runs
6.86.421	Validate service workflow outlined clearly	Clear	Heavy	Deterministic
6.86.422	Validate step-by-step process documented	Documented	Heavy	Deterministic
6.86.423	Validate customer expectations defined (what happens when)	Defined	Heavy	Deterministic
6.86.424	Validate operational timelines specified	Specified	Medium	Deterministic
6.86.425	Validate materials/tools referenced where applicable	Referenced	Medium	Deterministic
6.86.426	Detect missing pre-service instructions	None	Medium	Deterministic
6.86.427	Validate cancellation/reschedule policy accessible	Accessible	Medium	Deterministic
6.86.428	Validate risk disclosures clearly presented	Clear	Medium	Deterministic
6.86.429	Validate on-site procedure expectations communicated	Communicated	Medium	Deterministic
6.86.430	Validate customer responsibility info included	Included	Medium	Deterministic

Staff Competency — Qualifications, Credentials & Trust Signals

ID	Check	Passes when	Weight	Runs
6.86.431	Validate staff qualifications listed	Listed	Heavy	Deterministic
6.86.432	Validate certifications/licensing displayed	Displayed	Heavy	Deterministic
6.86.433	Validate years of experience measurable	Measurable	Heavy	Deterministic
6.86.434	Validate staff biographies consistent	Consistent	Medium	Deterministic
6.86.435	Validate specialty expertise noted where relevant	Noted	Medium	Deterministic
6.86.436	Detect outdated or unverifiable credentials	None	Medium	Deterministic
6.86.437	Validate background checks/insurance statements present	Present	Medium	Deterministic
6.86.438	Validate staff photos authentic & professional	Professional	Medium	Deterministic
6.86.439	Validate team roles clearly defined	Clear	Medium	Deterministic
6.86.440	Validate service assignments match qualifications	Matching	Medium	Deterministic

Process Clarity — Operating Procedures, Safety & Service Standards

ID	Check	Passes when	Weight	Runs
6.86.441	Validate SOPs (Standard Operating Procedures) documented	Documented	Heavy	Deterministic
6.86.442	Validate safety procedures clearly communicated	Communicated	Heavy	Deterministic
6.86.443	Validate quality control steps defined	Defined	Heavy	Deterministic
6.86.444	Validate hazardous-material guidelines included (if relevant)	Included	Medium	Deterministic
6.86.445	Validate customer on-site preparation instructions provided	Provided	Medium	Deterministic
6.86.446	Validate completion criteria documented	Documented	Medium	Deterministic
6.86.447	Detect unclear or missing operational steps	None	Medium	Deterministic
6.86.448	Validate service standards aligned with industry norms	Aligned	Medium	Deterministic
6.86.449	Validate post-service cleanup or restoration steps defined	Defined	Medium	Deterministic
6.86.450	Compute Operations Transparency & Competency Master Score	Finalized	Critical	Deterministic

Scheduling Logic — Availability, Booking Flow & User Experience

ID	Check	Passes when	Weight	Runs
6.86.451	Validate booking system functional	Functional	Heavy	Deterministic
6.86.452	Validate real-time availability accurate	Accurate	Heavy	Deterministic
6.86.453	Validate booking steps minimal & intuitive	Intuitive	Heavy	Deterministic
6.86.454	Validate scheduling conflicts prevented	Prevented	Medium	Deterministic
6.86.455	Detect missing confirmation notifications	None missing	Medium	Deterministic
6.86.456	Validate booking confirmation includes key details	Included	Medium	Deterministic
6.86.457	Validate reminder system operational	Operational	Medium	Deterministic
6.86.458	Validate same-day booking rules enforced	Enforced	Medium	Deterministic
6.86.459	Validate time-zone handling correct (if remote service)	Correct	Medium	Deterministic
6.86.460	Validate cancellation windows visible	Visible	Medium	Deterministic

Pricing Transparency — Fees, Quotes, Structure & Clarity

ID	Check	Passes when	Weight	Runs
6.86.461	Validate base pricing displayed clearly	Clear	Heavy	Deterministic
6.86.462	Validate no hidden or surprise fees	None	Heavy	Deterministic
6.86.463	Validate on-site quote variation policies explained	Explained	Heavy	Deterministic
6.86.464	Validate add-on service pricing listed	Listed	Medium	Deterministic
6.86.465	Validate cost dependencies transparent (sqft, labor, materials)	Transparent	Medium	Deterministic
6.86.466	Validate discounts/promotions shown clearly	Clear	Medium	Deterministic
6.86.467	Detect inconsistent pricing across pages	None	Medium	Deterministic
6.86.468	Validate tax/fees disclosures present	Present	Medium	Deterministic
6.86.469	Validate quotes downloadable or savable	Available	Medium	Deterministic
6.86.470	Validate price ranges align with market standards	Aligned	Medium	Deterministic

Service Accessibility — Language, Device Support & UX Ease

ID	Check	Passes when	Weight	Runs
6.86.471	Validate service accessible on mobile	Accessible	Heavy	Deterministic
6.86.472	Validate ADA / WCAG accessibility basics met	Met	Heavy	Deterministic
6.86.473	Validate multilingual support available (if marketed globally)	Available	Heavy	Deterministic
6.86.474	Validate forms usable with assistive tech	Usable	Medium	Deterministic
6.86.475	Validate color contrast acceptable	Acceptable	Medium	Deterministic
6.86.476	Validate service areas / availability map accessible	Accessible	Medium	Deterministic
6.86.477	Detect UX blockers preventing completion	None	Medium	Deterministic
6.86.478	Validate navigation intuitive for customers	Intuitive	Medium	Deterministic
6.86.479	Validate accessibility wording clear for all audiences	Clear	Medium	Deterministic
6.86.480	Compute Accessibility, Pricing & Scheduling Master Score	Finalized	Critical	Deterministic

Service Reliability — Consistency, Delivery Accuracy & Operational Stability

ID	Check	Passes when	Weight	Runs
6.86.481	Validate service delivered as advertised	Accurate	Heavy	Deterministic
6.86.482	Validate no recurring delivery failures	None	Heavy	Deterministic
6.86.483	Validate arrival/appointment punctuality rate	High	Heavy	Deterministic
6.86.484	Detect inconsistent technician assignments	None	Medium	Deterministic
6.86.485	Validate service documentation consistent	Consistent	Medium	Deterministic
6.86.486	Validate quality checks in place	Verified	Medium	Deterministic
6.86.487	Detect repeat issues across customers	None	Medium	Deterministic
6.86.488	Validate task completion accuracy	Accurate	Medium	Deterministic
6.86.489	Validate operational uptime/reliability	High	Medium	Deterministic
6.86.490	Detect inconsistent service standards across locations	None	Medium	Deterministic

Response Speed — First Response Time, Follow-Up Cadence & Resolution

ID	Check	Passes when	Weight	Runs
6.86.491	Validate initial response time competitive	Fast	Heavy	Deterministic
6.86.492	Validate follow-up messages timely	Timely	Heavy	Deterministic
6.86.493	Validate inquiry-to-resolution time reasonable	Reasonable	Heavy	Deterministic
6.86.494	Detect long response gaps	None	Medium	Deterministic
6.86.495	Validate multiple communication channels available	Available	Medium	Deterministic
6.86.496	Validate automated responses configured properly	Configured	Medium	Deterministic
6.86.497	Detect overuse of automated replies	None	Medium	Deterministic
6.86.498	Validate escalation workflows exist	Exists	Medium	Deterministic
6.86.499	Validate no unresolved client inquiries	None	Medium	Deterministic
6.86.500	Validate customer support KPIs tracked	Tracked	Medium	Deterministic

Customer Experience Logistics — Expectations, Clarity & Service Flow

ID	Check	Passes when	Weight	Runs
6.86.501	Validate expectations clearly set pre-service	Clear	Heavy	Deterministic
6.86.502	Validate service instructions/customer prep clear	Clear	Heavy	Deterministic
6.86.503	Validate communication clarity throughout process	Clear	Heavy	Deterministic
6.86.504	Validate post-service instructions present	Present	Medium	Deterministic
6.86.505	Detect misalignment between promise & delivery	None	Medium	Deterministic
6.86.506	Validate customer journey map coherent	Coherent	Medium	Deterministic
6.86.507	Validate packaging/presentation quality (if applicable)	Quality	Medium	Deterministic
6.86.508	Validate cleanup/finish standards met (service industries)	Met	Medium	Deterministic
6.86.509	Validate customer understanding before service ends	Confirmed	Medium	Deterministic
6.86.510	Compute Reliability & Response Speed Master Score	Finalized	Critical	Deterministic

Expectation Management — Clarity, Scope & Service Promise Accuracy

ID	Check	Passes when	Weight	Runs
6.86.511	Validate service scope clearly communicated	Clear	Heavy	Deterministic
6.86.512	Validate pricing transparency (no hidden fees)	Transparent	Heavy	Deterministic
6.86.513	Validate expectations set accurately pre-booking	Accurate	Heavy	Deterministic
6.86.514	Detect overpromising in marketing materials	None	Medium	Deterministic
6.86.515	Validate disclaimers present where necessary	Present	Medium	Deterministic
6.86.516	Validate turnaround times communicated realistically	Realistic	Medium	Deterministic
6.86.517	Detect misaligned expectations between sales & delivery	None	Medium	Deterministic
6.86.518	Validate customer understanding confirmed before service	Confirmed	Medium	Deterministic
6.86.519	Validate FAQs cover expectation-related questions	Covered	Medium	Deterministic
6.86.520	Validate expectation updates communicated during delays	Communicated	Medium	Deterministic

Communication Quality — Tone, Consistency & Professionalism

ID	Check	Passes when	Weight	Runs
6.86.521	Validate communication tone professional	Professional	Heavy	Deterministic
6.86.522	Validate communication consistent across channels	Consistent	Heavy	Deterministic
6.86.523	Validate instructions clearly worded	Clear	Heavy	Deterministic
6.86.524	Detect unclear or contradictory messages	None	Medium	Deterministic
6.86.525	Validate multilingual support available (if needed)	Available	Medium	Deterministic
6.86.526	Validate communication free of jargon	Clear	Medium	Deterministic
6.86.527	Validate tone empathetic during issue resolution	Empathetic	Medium	Deterministic
6.86.528	Detect aggressive/passive-aggressive messaging	None	Medium	Deterministic
6.86.529	Validate communication templates aligned with brand	Aligned	Medium	Deterministic
6.86.530	Validate timely follow-up after service completion	Timely	Medium	Deterministic

Service Transparency — Process Clarity, Status Updates & Issue Disclosure

ID	Check	Passes when	Weight	Runs
6.86.531	Validate customers receive status updates during service	Updated	Heavy	Deterministic
6.86.532	Validate process steps transparent	Transparent	Heavy	Deterministic
6.86.533	Validate issue disclosure clear & prompt	Clear	Heavy	Deterministic
6.86.534	Validate customers notified of delays immediately	Immediate	Medium	Deterministic
6.86.535	Validate service changes communicated proactively	Proactive	Medium	Deterministic
6.86.536	Detect missing documentation for service steps	None	Medium	Deterministic
6.86.537	Validate customer can track progress (if applicable)	Trackable	Medium	Deterministic
6.86.538	Validate visual aids/screenshots used when helpful	Used	Medium	Deterministic
6.86.539	Detect unclear service completion criteria	Clear	Medium	Deterministic
6.86.540	Compute Communication & Transparency Master Score	Finalized	Critical	Deterministic

Safety Protocols — Verification, Training & Operational Compliance

ID	Check	Passes when	Weight	Runs
6.86.541	Validate staff follow documented safety procedures	Followed	Heavy	Deterministic
6.86.542	Validate required certifications/training up to date	Updated	Heavy	Deterministic
6.86.543	Validate safety gear/equipment used correctly	Correct	Heavy	Deterministic
6.86.544	Detect missing or outdated safety documentation	None	Medium	Deterministic
6.86.545	Validate risk assessments performed before service	Performed	Medium	Deterministic
6.86.546	Validate compliance with local/state safety regulations	Compliant	Medium	Deterministic
6.86.547	Detect safety warnings not communicated to customer	None	Medium	Deterministic
6.86.548	Validate hazardous-material handling procedures	Proper	Medium	Deterministic
6.86.549	Validate tools inspected and maintained regularly	Maintained	Medium	Deterministic
6.86.550	Detect safety protocol deviations	None	Medium	Deterministic

Risk Management — Incident Prevention, Mitigation & Operational Control

ID	Check	Passes when	Weight	Runs
6.86.551	Validate incident logs maintained	Maintained	Heavy	Deterministic
6.86.552	Validate staff trained in emergency procedures	Trained	Heavy	Deterministic
6.86.553	Validate risk mitigation strategies documented	Documented	Heavy	Deterministic
6.86.554	Detect repeated risk events or patterns	None	Medium	Deterministic
6.86.555	Validate equipment-related risks minimized	Minimized	Medium	Deterministic
6.86.556	Validate liability disclosures shared with customers	Shared	Medium	Deterministic
6.86.557	Validate insurance coverage appropriate for service type	Appropriate	Medium	Deterministic
6.86.558	Detect invalid, outdated or missing insurance	None	Medium	Deterministic
6.86.559	Validate safety signage displayed where applicable	Displayed	Medium	Deterministic
6.86.560	Detect uncontrolled hazards in workspace	None	Medium	Deterministic

Liability Controls — Documentation, Contract Clarity & Customer Protection

ID	Check	Passes when	Weight	Runs
6.86.561	Validate service agreements include liability terms	Included	Heavy	Deterministic
6.86.562	Validate customer signed required releases	Signed	Heavy	Deterministic
6.86.563	Validate disclaimers are clear and visible	Clear	Heavy	Deterministic
6.86.564	Detect ambiguous contract language	None	Medium	Deterministic
6.86.565	Validate liability limits documented correctly	Documented	Medium	Deterministic
6.86.566	Validate warranty/guarantee terms communicated	Communicated	Medium	Deterministic
6.86.567	Validate damage-reporting procedures in place	In place	Medium	Deterministic
6.86.568	Detect missing customer-rights information	None	Medium	Deterministic
6.86.569	Validate documentation archived securely	Secure	Medium	Deterministic
6.86.570	Compute Safety & Liability Compliance Master Score	Finalized	Critical	Deterministic

Field Operations — Arrival, Verification & on-Site Preparation

ID	Check	Passes when	Weight	Runs
6.86.571	Validate technician arrival within scheduled window	On time	Heavy	Deterministic
6.86.572	Validate technician identity confirmed on-site	Confirmed	Heavy	Deterministic
6.86.573	Validate pre-service walkthrough completed	Completed	Heavy	Deterministic
6.86.574	Validate technician explains service steps to customer	Explained	Medium	Deterministic
6.86.575	Validate technician verifies job requirements	Verified	Medium	Deterministic
6.86.576	Detect missing pre-service risk warnings	None	Medium	Deterministic
6.86.577	Validate technician equipped with required tools	Equipped	Medium	Deterministic
6.86.578	Validate site prepared before service begins	Prepared	Medium	Deterministic
6.86.579	Detect obstacles preventing normal service execution	None	Medium	Deterministic
6.86.580	Validate technician collects necessary access information	Collected	Medium	Deterministic

Service Execution — Precision, Process Quality & Performance Control

ID	Check	Passes when	Weight	Runs
6.86.581	Validate technician follows required service procedures	Followed	Heavy	Deterministic
6.86.582	Validate quality standards upheld during execution	Upheld	Heavy	Deterministic
6.86.583	Validate technician documents service steps	Documented	Heavy	Deterministic
6.86.584	Validate real-time issues communicated clearly	Communicated	Medium	Deterministic
6.86.585	Detect deviations from approved service protocol	None	Medium	Deterministic
6.86.586	Validate technician follows customer instructions within policy	Followed	Medium	Deterministic
6.86.587	Validate task completion verified step-by-step	Verified	Medium	Deterministic
6.86.588	Detect performance inefficiencies	None	Medium	Deterministic
6.86.589	Validate technician maintains clean work environment	Clean	Medium	Deterministic
6.86.590	Validate technician follows noise, disruption or HOA requirements	Followed	Medium	Deterministic

On-Site Performance — Customer Interaction, Completion Checks & Finalization

ID	Check	Passes when	Weight	Runs
6.86.591	Validate technician provides service summary	Provided	Heavy	Deterministic
6.86.592	Validate technician performs post-service walkthrough	Performed	Heavy	Deterministic
6.86.593	Validate customer confirms service completion	Confirmed	Heavy	Deterministic
6.86.594	Validate technician answers customer questions	Answered	Medium	Deterministic
6.86.595	Detect unresolved issues at completion	None	Medium	Deterministic
6.86.596	Validate technician discusses maintenance or prevention tips	Discussed	Medium	Deterministic
6.86.597	Validate technician collects necessary signatures/payment	Collected	Medium	Deterministic
6.86.598	Validate technician leaves site in proper condition	Proper	Medium	Deterministic
6.86.599	Validate technician uploads documentation/photos	Uploaded	Medium	Deterministic
6.86.600	Compute Field Operations Performance Master Score	Finalized	Critical	Deterministic

Technical Diagnostics — Accuracy, Depth & Root-Cause Identification

ID	Check	Passes when	Weight	Runs
6.86.601	Validate diagnostic process follows correct protocol	Correct	Critical	Deterministic
6.86.602	Validate technician identifies true root cause	Accurate	Heavy	Deterministic
6.86.603	Validate diagnostic steps recorded in system	Recorded	Heavy	Deterministic
6.86.604	Validate technician verifies symptoms with customer	Verified	Medium	Deterministic
6.86.605	Detect incomplete or skipped diagnostic steps	None	Medium	Deterministic
6.86.606	Validate diagnostic tools calibrated and functional	Functional	Medium	Deterministic
6.86.607	Validate technician tests multiple possible causes	Tested	Medium	Deterministic
6.86.608	Detect incorrect assumptions during diagnosis	None	Medium	Deterministic
6.86.609	Validate technician provides diagnostic confidence level	Provided	Medium	Deterministic
6.86.610	Validate diagnostic findings aligned with symptoms	Aligned	Medium	Deterministic

Error Resolution — Corrections, Fix Quality & Issue Recurring Risk

ID	Check	Passes when	Weight	Runs
6.86.611	Validate technician resolves core issue fully	Resolved	Heavy	Deterministic
6.86.612	Validate technician tests fix before marking complete	Tested	Heavy	Deterministic
6.86.613	Validate no new issues introduced during fix	None	Heavy	Deterministic
6.86.614	Validate technician explains fix to customer	Explained	Medium	Deterministic
6.86.615	Validate resolution matches diagnostic findings	Matching	Medium	Deterministic
6.86.616	Detect temporary or incomplete fixes	None	Medium	Deterministic
6.86.617	Validate technician performs post-fix verification tests	Performed	Medium	Deterministic
6.86.618	Validate technician documents fix steps clearly	Documented	Medium	Deterministic
6.86.619	Detect repeated issues from prior services	None	Medium	Deterministic
6.86.620	Validate no critical errors overlooked	None	Medium	Deterministic

Technical Quality Control — Performance, Safety & Spec Compliance

ID	Check	Passes when	Weight	Runs
6.86.621	Validate repair meets manufacturer specifications	Meets spec	Heavy	Deterministic
6.86.622	Validate technician follows safety protocols	Followed	Heavy	Deterministic
6.86.623	Validate technician uses correct replacement parts	Correct parts	Heavy	Deterministic
6.86.624	Validate technician prevents potential future issues	Preventive	Medium	Deterministic
6.86.625	Validate technician documents measurements/values properly	Documented	Medium	Deterministic
6.86.626	Detect out-of-range test values	None	Medium	Deterministic
6.86.627	Validate technician rechecks critical components	Rechecked	Medium	Deterministic
6.86.628	Validate technician ensures equipment restored to normal state	Restored	Medium	Deterministic
6.86.629	Validate all tools accounted for post-service	Accounted	Medium	Deterministic
6.86.630	Compute Technical Diagnostic & Resolution Accuracy Score	Finalized	Critical	Deterministic

Service Speed — Arrival, Diagnostic Time & Fix Duration

ID	Check	Passes when	Weight	Runs
6.86.631	Validate technician arrival within promised window	On-time	Heavy	Deterministic
6.86.632	Validate diagnosis completed within expected timeframe	On-time	Heavy	Deterministic
6.86.633	Validate service completed without unnecessary delays	Efficient	Heavy	Deterministic
6.86.634	Detect technician idle time not justified	None	Medium	Deterministic
6.86.635	Validate fix duration matches complexity estimate	Matching	Medium	Deterministic
6.86.636	Validate timely communication if delays occur	Communicated	Medium	Deterministic
6.86.637	Detect tasks taking abnormally long vs. industry standards	None	Medium	Deterministic
6.86.638	Validate technician begins work promptly upon arrival	Prompt	Medium	Deterministic
6.86.639	Validate no excessive back-and-forth trips needed	Minimal	Medium	Deterministic
6.86.640	Validate total service time within acceptable benchmark	Acceptable	Medium	Deterministic

Operational Fluidity — Process Flow, Task Order & Work Efficiency

ID	Check	Passes when	Weight	Runs
6.86.641	Validate technician follows optimized workflow order	Optimized	Heavy	Deterministic
6.86.642	Validate technician avoids redundant steps	None	Heavy	Deterministic
6.86.643	Validate workflow follows company SOP	Aligned	Heavy	Deterministic
6.86.644	Detect time lost due to equipment setup issues	None	Medium	Deterministic
6.86.645	Validate technician transitions smoothly between tasks	Smooth	Medium	Deterministic
6.86.646	Detect workflow breaks or interruptions	None	Medium	Deterministic
6.86.647	Validate technician avoids unnecessary multitasking	Avoided	Medium	Deterministic
6.86.648	Validate parts/tools arranged for efficient access	Arranged	Medium	Deterministic
6.86.649	Detect delays caused by poor planning	None	Medium	Deterministic
6.86.650	Validate technician maintains consistent work pace	Consistent	Medium	Deterministic

Time-to-Resolution — Customer Expectation, Completion Quality & Delay Risk

ID	Check	Passes when	Weight	Runs
6.86.651	Validate issue resolved within customer’s expected timeframe	Within expectation	Heavy	Deterministic
6.86.652	Validate resolution time competitive vs. industry average	Competitive	Heavy	Deterministic
6.86.653	Validate no extended downtime created for customer	Minimal	Heavy	Deterministic
6.86.654	Validate technician provides accurate time estimates	Accurate	Medium	Deterministic
6.86.655	Detect timeline inflation to cover inefficiency	None	Medium	Deterministic
6.86.656	Validate customer notified immediately of unexpected delays	Notified	Medium	Deterministic
6.86.657	Validate fix timeline does not compromise quality	Balanced	Medium	Deterministic
6.86.658	Detect extended service times caused by avoidable errors	None	Medium	Deterministic
6.86.659	Validate technician checks for secondary issues before leaving	Checked	Medium	Deterministic
6.86.660	Compute Time-to-Resolution Efficiency Score	Finalized	Critical	Deterministic

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