The Scorecard is the ultimate tool for motivating your employees by putting key metrics and KPIs directly in the hands of your technicians. It provides real-time insights into how they are performing, allowing them to see exactly how they’re trending. This empowers techs to make adjustments and take ownership of their work like never before.
In the past, managers or team leads would manually aggregate the important metrics, create reports, and share them with each tech. The Scorecard automates and streamlines this process, making it faster and more efficient for everyone involved. It’s all about helping your team stay on track and achieve their best results.
FAQ:
Q: Will there be additional metrics/options available in the future?
A: Additional options and version 2 of scorecards was released in July of 2025. These new options are part of an additional feature set of Applause. Connect with us if you'd like to learn about:
-Focus metrics to keep techs informed of the most important KPIs
-Power Scores that enable custom, weighted KPI tracking
-Automated bonusing based on performance attainment
-Integration offerings with your CRM and fleet software to bring metrics into one comprehensive view
Q: What if there is no data or a metric that is blank?
A: For the following metrics in Scorecards: Re-service Rate data, Attendance, jobs completed, and production value. This is subject to your specific CRM integration providing this data to us and the type of integration with the CRM we have for your set-up for your Applause account. One or more of the following is happening:
The user is not currently using a supported CRM - resulting in Applause getting no data
The user is not currently assigned to a location that has a authorized google or facebook account
The user has not yet configured the metric but does have an active CRM. (reservices and Fleet software)
*If you are still unsure if your CRM supports certain data, please reach out to support. Throughout the rest of this year we will continue to expand support for additional integrations.
Q: What time frame are these metrics going off of?
A: Right now the metrics are being tracked monthly, they will re-start the next month.
Q: Where do I configure my reservice codes?
A: Configurable in the location -> integrations page. This will be the first setting that a user can configure in the admin dashboard in the integrations tab of your individual Applause locations. Users will be able to add as many service code id’s that represent reservices as they want (comma separated). If a customer has an active CRM, but has not yet configured the reservice field, it will result in the metric being displayed as “No Data”
Go to this article for more detail on how to configure your Reservice metric.
Q: How often does the scorecard update?
A: The scorecard is updated every hour with up to date metrics. You can see the last time the scorecard/metrics were updated by clicking into the metric itself, the timestamp for last refresh is located at the bottom of the tooltip.
Q: Can I turn off metrics on the scorecard?
A: Absolutely, we recognize that not all the scorecard metrics may pertain to the business, or that the business wants all scorecard metrics to be viewable. In the settings subtab of Scorecards, you can edit which metrics you want employees to have visibility on.
Go to this article for additional help with how to do this.
Metrics and how they are calculated:
NPS - Your NPS score is based on all your ratings, but the ranking also considers the number of ratings. For example, someone with one rating of 10 may have an NPS of 100 but could still rank lower than someone with ten ratings of 10.
Google reviews - The Google reviews card represents the sum of all Google reviews you have received this month. The rating represents the average rating of all Google reviews you have received this month.
Facebook reviews - The Facebook reviews card shows the total number of Facebook reviews you have received this month. The rating reflects the percentage of reviews that recommend the business based on your work.
Production value - This card is the dollar amount per completed service, summed up for a time period, MTD. This value does not include manual/direct rate send requests, if utilized.
Reservices - The total number of jobs that were classified as "Reservices or Callbacks" that were completed in the time period by you. If you see "No Data" it means the classifications have not yet been entered, please contact your business manager to set up those classifications. This value does not include manual/direct rate send requests, if utilized.
Driving Score - Driving score represents an overall measure of driving behavior, calculated from multiple factors like hard braking, seatbelt usage, idle time, and hard acceleration. Each factor is weighted differently to determine the final score. For details on how your organization calculates this score, contact your manager.
Jobs completed - Total number of completed services done this month. This value does not include manual/direct rate send requests, if utilized.
Attendance - Total number of days where at least one job was completed in the month. This value does not include manual/direct rate send requests, if utilized.