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JRUSA · Towbook 7-day check
Markets needing attention
Sep 26 – Oct 2 compared with Sep 19 – Sep 25
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Across all markets: 2,624 calls,
13.5% cancelled,
155 lost to no driver or equipment.
379 market + club pairs compared.
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▲ Critical
Jersey City, NJ · URGENTLY
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Calls
19 → 14
−26%
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Cancel rate
42% → 57%
8 cancelled
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Volume down 19 → 14 calls (−26%)
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Cancel rate up 42% → 57% (+15 pts)
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High cancel rate 57% of 14 calls cancelled
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Fewer on time 70% → 50% on scene by ETA
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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
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▲ Critical
Jersey City, NJ · ALLSTATE
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Calls
5 → 9
+80%
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Cancel rate
40% → 56%
5 cancelled
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Cancel rate up 40% → 56% (+16 pts)
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More cancellations 2 → 5 cancelled
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High cancel rate 56% of 9 calls cancelled
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Fewer on time 100% → 50% on scene by ETA
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Where to improve
→ Driver or equipment coverage: 4 calls cancelled for no driver or equipment
→ Time to scene: dispatch-to-arrival is slipping
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▲ Critical
Madison, WI · NSD
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Calls
7 → 5
−29%
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Cancel rate
0% → 20%
1 cancelled
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Volume down 7 → 5 calls (−29%)
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Cancel rate up 0% → 20% (+20 pts)
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Slower to scene median 39m → 75m
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Fewer on time 83% → 67% on scene by ETA
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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
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▲ Critical
Louisville, KY · SWOOP
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Calls
159 → 136
−14%
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Cancel rate
4% → 23%
31 cancelled
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Cancel rate up 4% → 23% (+19 pts)
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More cancellations 6 → 31 cancelled
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Slower to scene median 51m → 77m
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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
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▲ Critical
Fort Wayne, IN · SWOOP
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Calls
73 → 52
−29%
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Cancel rate
4% → 17%
9 cancelled
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Volume down 73 → 52 calls (−29%)
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Cancel rate up 4% → 17% (+13 pts)
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More cancellations 3 → 9 cancelled
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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
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▲ Critical
Louisville, KY · ALLSTATE
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Calls
21 → 8
−62%
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Cancel rate
5% → 38%
3 cancelled
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Volume down 21 → 8 calls (−62%)
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Cancel rate up 5% → 38% (+33 pts)
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High cancel rate 38% of 8 calls cancelled
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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
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▲ Critical
Louisville, KY · GEICO
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Calls
20 → 11
−45%
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Cancel rate
5% → 27%
3 cancelled
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Volume down 20 → 11 calls (−45%)
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Cancel rate up 5% → 27% (+22 pts)
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Slower to scene median 55m → 98m
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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
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▲ Critical
Shreveport, LA · NSD
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Calls
12 → 12
0%
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Cancel rate
0% → 33%
4 cancelled
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Cancel rate up 0% → 33% (+33 pts)
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More cancellations 0 → 4 cancelled
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High cancel rate 33% of 12 calls cancelled
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Where to improve
→ Response speed: 2 calls cancelled by the customer, median 18 min after the call
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▲ Critical
Tuscaloosa, AL · NSD
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Calls
11 → 5
−55%
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Cancel rate
18% → 60%
3 cancelled
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Volume down 11 → 5 calls (−55%)
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Cancel rate up 18% → 60% (+42 pts)
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High cancel rate 60% of 5 calls cancelled
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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
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▲ Critical
Fayetteville, NC · ALLSTATE
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Calls
8 → 5
−37%
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Cancel rate
38% → 60%
3 cancelled
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Volume down 8 → 5 calls (−37%)
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Cancel rate up 38% → 60% (+22 pts)
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High cancel rate 60% of 5 calls cancelled
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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
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▲ Critical
Montgomery, AL · SWOOP
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Calls
10 → 3
−70%
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Cancel rate
10% → 0%
0 cancelled
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Volume down 10 → 3 calls (−70%)
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Slower to scene median 32m → 50m
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Fewer on time 88% → 67% on scene by ETA
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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
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▲ Critical
Louisville, KY · ALLIED
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Calls
6 → 17
+183%
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Cancel rate
0% → 18%
3 cancelled
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Cancel rate up 0% → 18% (+18 pts)
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More cancellations 0 → 3 cancelled
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Slower to scene median 32m → 82m
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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
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+ 101 more pairs in the attached spreadsheet.
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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, 10:30 AM from Towbook data.
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