|
JRUSA · Towbook 7-day check
Markets needing attention
Sep 26 – Oct 2 compared with Sep 19 – Sep 25
|
|
|
|
Across all markets: 2,624 calls,
13.5% cancelled,
155 lost to no driver or equipment.
379 market + club pairs compared.
|
|
▲ Critical
Jersey City, NJ · URGENTLY
|
Calls
19 → 14
−26%
|
Cancel rate
42% → 57%
8 cancelled
|
|
Volume down 19 → 14 calls (−26%)
|
|
Cancel rate up 42% → 57% (+15 pts)
|
|
High cancel rate 57% of 14 calls cancelled
|
|
Fewer on time 70% → 50% on scene by ETA
|
|
Where to improve
→ Driver or equipment coverage: 8 calls cancelled for no driver or equipment
→ Time to scene: dispatch-to-arrival is slipping
→ Call volume: confirm the club is still routing calls to this market at the usual rate
|
|
|
|
▲ Critical
Jersey City, NJ · ALLSTATE
|
Calls
5 → 9
+80%
|
Cancel rate
40% → 56%
5 cancelled
|
|
Cancel rate up 40% → 56% (+16 pts)
|
|
More cancellations 2 → 5 cancelled
|
|
High cancel rate 56% of 9 calls cancelled
|
|
Fewer on time 100% → 50% on scene by ETA
|
|
Where to improve
→ Driver or equipment coverage: 4 calls cancelled for no driver or equipment
→ Time to scene: dispatch-to-arrival is slipping
|
|
|
|
▲ Critical
Madison, WI · NSD
|
Calls
7 → 5
−29%
|
Cancel rate
0% → 20%
1 cancelled
|
|
Volume down 7 → 5 calls (−29%)
|
|
Cancel rate up 0% → 20% (+20 pts)
|
|
Slower to scene median 39m → 75m
|
|
Fewer on time 83% → 67% on scene by ETA
|
|
Where to improve
→ Meeting ETAs: 1 call cancelled after a missed ETA
→ Time to scene: dispatch-to-arrival is slipping
→ Call volume: confirm the club is still routing calls to this market at the usual rate
|
|
|
|
▲ Critical
Louisville, KY · SWOOP
|
Calls
159 → 136
−14%
|
Cancel rate
4% → 23%
31 cancelled
|
|
Cancel rate up 4% → 23% (+19 pts)
|
|
More cancellations 6 → 31 cancelled
|
|
Slower to scene median 51m → 77m
|
|
Where to improve
→ Driver or equipment coverage: 17 calls cancelled for no driver or equipment
→ Response speed: 3 calls cancelled by the customer, median 37 min after the call
→ Coverage area: calls cancelled as out of territory or location issues
→ Ask the club why: 10 calls cancelled with no reason given
→ Time to scene: dispatch-to-arrival is slipping
|
|
|
|
▲ Critical
Fort Wayne, IN · SWOOP
|
Calls
73 → 52
−29%
|
Cancel rate
4% → 17%
9 cancelled
|
|
Volume down 73 → 52 calls (−29%)
|
|
Cancel rate up 4% → 17% (+13 pts)
|
|
More cancellations 3 → 9 cancelled
|
|
Where to improve
→ Driver or equipment coverage: 5 calls cancelled for no driver or equipment
→ Response speed: 1 call cancelled by the customer, median 9 min after the call
→ Ask the club why: 3 calls cancelled with no reason given
→ Call volume: confirm the club is still routing calls to this market at the usual rate
|
|
|
|
▲ Critical
Louisville, KY · ALLSTATE
|
Calls
21 → 8
−62%
|
Cancel rate
5% → 38%
3 cancelled
|
|
Volume down 21 → 8 calls (−62%)
|
|
Cancel rate up 5% → 38% (+33 pts)
|
|
High cancel rate 38% of 8 calls cancelled
|
|
Where to improve
→ Driver or equipment coverage: 3 calls cancelled for no driver or equipment
→ Call volume: confirm the club is still routing calls to this market at the usual rate
|
|
|
|
▲ Critical
Louisville, KY · GEICO
|
Calls
20 → 11
−45%
|
Cancel rate
5% → 27%
3 cancelled
|
|
Volume down 20 → 11 calls (−45%)
|
|
Cancel rate up 5% → 27% (+22 pts)
|
|
Slower to scene median 55m → 98m
|
|
Where to improve
→ Driver or equipment coverage: 2 calls cancelled for no driver or equipment
→ Ask the club why: 1 call cancelled with no reason given
→ Time to scene: dispatch-to-arrival is slipping
→ Call volume: confirm the club is still routing calls to this market at the usual rate
|
|
|
|
▲ Critical
Shreveport, LA · NSD
|
Calls
12 → 12
0%
|
Cancel rate
0% → 33%
4 cancelled
|
|
Cancel rate up 0% → 33% (+33 pts)
|
|
More cancellations 0 → 4 cancelled
|
|
High cancel rate 33% of 12 calls cancelled
|
|
Where to improve
→ Response speed: 2 calls cancelled by the customer, median 18 min after the call
|
|
|
|
▲ Critical
Tuscaloosa, AL · NSD
|
Calls
11 → 5
−55%
|
Cancel rate
18% → 60%
3 cancelled
|
|
Volume down 11 → 5 calls (−55%)
|
|
Cancel rate up 18% → 60% (+42 pts)
|
|
High cancel rate 60% of 5 calls cancelled
|
|
Where to improve
→ Response speed: 1 call cancelled by the customer, median 11 min after the call
→ Call volume: confirm the club is still routing calls to this market at the usual rate
|
|
|
|
▲ Critical
Fayetteville, NC · ALLSTATE
|
Calls
8 → 5
−37%
|
Cancel rate
38% → 60%
3 cancelled
|
|
Volume down 8 → 5 calls (−37%)
|
|
Cancel rate up 38% → 60% (+22 pts)
|
|
High cancel rate 60% of 5 calls cancelled
|
|
Where to improve
→ Response speed: 1 call cancelled by the customer, median 18 min after the call
→ Call volume: confirm the club is still routing calls to this market at the usual rate
|
|
|
|
▲ Critical
Montgomery, AL · SWOOP
|
Calls
10 → 3
−70%
|
Cancel rate
10% → 0%
0 cancelled
|
|
Volume down 10 → 3 calls (−70%)
|
|
Slower to scene median 32m → 50m
|
|
Fewer on time 88% → 67% on scene by ETA
|
|
Where to improve
→ Time to scene: dispatch-to-arrival is slipping
→ Call volume: confirm the club is still routing calls to this market at the usual rate
|
|
|
|
▲ Critical
Louisville, KY · ALLIED
|
Calls
6 → 17
+183%
|
Cancel rate
0% → 18%
3 cancelled
|
|
Cancel rate up 0% → 18% (+18 pts)
|
|
More cancellations 0 → 3 cancelled
|
|
Slower to scene median 32m → 82m
|
|
Where to improve
→ Driver or equipment coverage: 1 call cancelled for no driver or equipment
→ Response speed: 1 call cancelled by the customer, median 39 min after the call
→ Time to scene: dispatch-to-arrival is slipping
|
|
|
|
+ 101 more pairs in the attached spreadsheet.
|
Attached: Needs attention 2026-09-26 to 2026-10-02.xlsx with every flagged pair.
Pairs are flagged when calls drop 20%+, the cancel rate rises 10+ points, cancellations jump,
30%+ of calls are cancelled, or time to scene slips. Rates are judged for pairs with 5+ calls.
Generated Oct 3, 2026, 10:07 AM from Towbook data.
|