Contractor Performance Report
Norman Mechanical
GHL Routing & Devin Reported Calls — Side by Side
January 2025 — April 2026
Prepared May 13, 2026
16 months · Two data sources reconciled
Section 01
Summary & Key Findings
How Norman Mechanical has performed across both data sources over 16 months.
Source A
GHL (Routing System)
Nov 2025 — Apr 2026 · routing era 2–3
Source B
Devin (Contractor-Reported)
Jan 2025 — Apr 2026 · all 16 months
Norman Mechanical is the highest-volume real contractor in the Plumbers 911 program across both data sources. Devin's contractor-reported data shows 205 program-attributable calls, of which only 6 went unanswered — yielding 199 verified jobs (97.1% verified rate) over 16 months. No other contractor in the network combines this volume with this answer rate.
GHL routing data only began assigning calls directly to Norman in November 2025 (prior months were aggregated in the “Call Center” bucket). In the 6 months since, GHL has routed 44 calls to Norman, of which 35 (79.5%) went unanswered. This is the single largest opportunity surfaced by this report: Norman closes virtually every call they actually answer, but a high share of routed calls is going to voicemail before they can pick up.
199
Verified Jobs
(Devin, 16 months)
12.8
Avg Devin Calls
Per Month
Why the two sources differ: The GHL column reflects calls routed to Norman through the call-tracking and forwarding system (only since Nov 2025 — before that, Norman calls landed in the “Call Center” aggregator). The Devin column reflects what Norman themselves logged each month, going all the way back to January 2025. The two sources measure different points in the funnel and should be read together, not as duplicates. The right-most “Combined” row in the monthly table is the simple sum of both, which is what the main dashboard and reconciliation report use.
Section 02
Month-by-Month Detail
Paired rows: GHL routing data (navy) on top, Devin contractor-reported data (purple) below.
GHL — calls routed through the program
Devin — calls Norman reported handling
| Month |
Source |
Calls |
Verified |
No Answer |
Other |
Verified % |
Answer % |
Section 03
Trajectory Charts
Visual trends across the 16-month period for both data sources.
Monthly Call Volume — GHL routed (navy) vs Devin reported (purple)
Monthly Verified Jobs — GHL (navy) vs Devin (purple)
Monthly Verified Rate % — Devin trend (purple) and GHL where data exists (navy)
Section 04
Insights & Opportunity
What the two data sources together reveal about Norman Mechanical's position in the program.
97.1%
Highest Volume + Near-Perfect Answer Rate
Across 205 Devin-reported calls, Norman answered 199 of them — only 6 missed across 16 months. No other contractor in the network combines this volume with this answer rate. That's 199 verified plumbing leads from a single contractor.
79.5%
GHL Routed No-Answer Rate
Since Norman entered direct routing in Nov 2025, 35 of 44 GHL-routed calls went unanswered. This is the gap a call-answering layer would close — high-quality leads being routed but not picked up.
12.8
Steady Monthly Demand
Devin's data shows an average of 12.8 calls per month over 16 months — ranging from 4 (Mar 2026) to 33 (Jan 2025). Monthly volume has stayed within a predictable band, which makes capacity planning straightforward.
~34
Recoverable Jobs from Missed Calls
If the 35 GHL no-answer calls had been answered at Norman's Devin rate (97.1%), they'd represent roughly 34 additional verified jobs. Norman closes virtually every call they take — the gap is reach, not conversion. Closing this gap is the single highest-leverage action on the Norman account.
Reading the data: The very high Devin “Answer %” (97.1% across 16 months) reflects how Devin's data is captured — Norman logs calls they actually engaged with, so “No Answer” in Devin's tracking is rare (only 6 across 205 calls). GHL captures every routed lead, including ring-outs and voicemails, so its lower answer rate is a more conservative measure of true funnel performance.