How Do You Measure Warranty/Failure Rate?

If I build TV's and 1 out of 100 fail, I have a 1% failure/return rate.

If I install a $20K,$50K, or $100K system, and 1 camera fails in 12 months, I hardly call that a complete failure. If I install 100 systems a year all at $100K, and everyone has 1 warranty call, I really can't call that a 100% failure rate.

We have a lot of apartment community clients. Several of them have existing systems we do work on, that are horrible. Romex and CAT5 in the same conduit, indoor cable used in aerial applications with no support wire etc. I could go on. So we get a lot of service calls. On systems we install, we charge more than they are used to, but have virtually no warranty calls. On our systems we get lost passwords, vandalism etc but hardly anything related to install or hardware.

Of course we get complaints why they get so many service calls on these existing systems.

Basically I want to be able to tell clients we have a % failure rate. It seems to me, we need to say for 100k of work, we get x calls per year for warranty related items. Then possibly come up with a formula on how much clients spend on billable work for the sub par installs.

This post/question is 100% marketing/sales related. I think Connectwise should track this once we get it running.

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