Scorecards can be customized with 60+ KPIs to create a technician-facing view that aligns with your business goals. They help technicians understand how they’re performing and which metrics to prioritize, while managers control which KPIs appear on dashboards and are visible to the team.

Expectations take it a step further by defining what good performance looks like. Managers can set minimum or maximum thresholds for any KPI, giving technicians clear monthly targets to meet or exceed.

Bonuses can also be tied to a metric to reinforce priority behaviors. When a technician meets the expectation and satisfies the minimum activity requirements for a bonus-enabled metric, the system automatically awards the bonus configured by the manager.

With Scorecard Settings, you can:

This gives your team clarity, consistency, and motivation, all in one place.

An expectation is the performance standard you set for a scorecard metric.

It answers the question: “What does success look like for this metric?”

Examples:

Expectations follow these general rules inside the Applaues platform:

You can use expectations alone, or combine them with bonuses for extra motivation.

An auto-bonus is an optional payout tied to an expectation.

When a technician:

The system automatically qualifies them for that bonus.

Example:

“If NPS is above 90 by the end of the month, and you have over 25 jobs completed with NPS submitted, earn a $50 bonus.”

Scorecard bonuses follow these general rules inside the Applause platform:

An expectation defines the performance standard for a metric, it’s the goal every technician is expected to meet or exceed by the end of each month.

Setting an expectation simply establishes the minimum level of performance your team should achieve (for example, Time on Site ≤ 20 minutes or Route Completion ≥ 95%). Expectations can be set for any metric and do not require a payout to be effective.

An auto-bonus, on the other hand, is an optional incentive tied to that expectation. When enabled, technicians qualify for the bonus only if they meet the expectation and satisfy the minimum activity requirements (such as a required number of service days, jobs, or ratings) during an active bonus month. This means a technician may meet the performance expectation but still not earn the bonus if they don’t have enough qualifying activity to ensure the result reflects consistent performance.

Focus Metrics lets you spotlight up to three priority metrics. Focus metrics appear on the homescreen of the Applause app, so they are easily accessible for service workers.

These metrics:

Use Focus Metrics for the KPIs that drive the biggest impact on your business. Focus metrics can have expectations and bonuses set on them, but that is not a requirement for them to be a focus metric.

Go to Scorecard Settings to manage all metrics.

Here you can enable or disable metrics, reorder how they appear, set expectations, configure bonuses, and select focus metrics.

Each row shows:

To add or remove metrics select the “+ Add a Metric” button in Scorecard metrics and select from the metric library.

Select a metric from the drop-down of available metrics. Once a metric is selected, you can see:

Minimum events ensure bonuses are based on meaningful data.

Examples:

This prevents bonuses from being awarded based on too little activity.

In Scorecard settings, a “Focus Metrics” section will appear at the top of the page. Select “+ Add focus metric” and select from your available metrics. Once selected, the focus metric will appear on the technician's home screen for the group they are set for.

Start with expectations.

Make sure every key metric has a clear performance standard.

Use bonuses for behavior change.

Add incentives where you want a stronger focus or improvement.

Limit focus metrics.

Highlight only the 1–3 KPIs that truly drive performance.

Set realistic minimums.

Ensure technicians have enough activity for scores to be fair.

Technicians can: