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📊 Scorecards for Frontline Teams

Jomar
Updated

🧾 Introduction

The Scorecard powers the Personal View for your Frontline Teams and Managers, showing a snapshot of performance—where team members excel and where they have opportunities to improve. It’s quick, clear, and focused.

Beyond individual insight, Scorecards also fuel the Team Scoreboard used by higher-level managers to track broader trends and team performance.

This article explains how to set up and customize Scorecards so they reflect what matters most to your organization.

📺 Video Tutorial

🚀 Getting Started

✅ Enable Scorecards

Enable Scorecards from:

App Store → Discover → Scorecards

⚠️ If you don’t see Scorecards, your plan may not include this feature. Reach out to your CSM or email accountmanagement@asknicely.com to upgrade.

👥 Select User Role

  • Select an existing User Role, or click Add a new Role to open the User Roles setup page.

  • Note: One User Role = One Scorecard. But a single Scorecard can be linked to multiple User Roles.

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For help setting up roles, see: Creating User Roles in AskNicely

🧩 Create Your Topics

Your Topics should represent your service standards—things your customers care about most.

  • Minimum Topics: 4

  • Maximum Topics: 10 (Only 9 unique badges available)

  • ✅ Best Practice: Start with 4–6 topics for clarity and brevity.

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These topics will show up in:

  • Response data

  • Team Scoreboard

  • Coaching insights

  • Reports and leaderboards

🏷️ Select Labels & Badges

Each Topic can have:

  • A Label: what appears on the survey (e.g., “Was prompt, professional, and courteous”)

  • A Badge: a fun icon for motivation (e.g., 🧪 Mad Scientist)

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✏️ You can change what the customer sees in the survey without affecting the Scorecard display for your team.

🏷️ Name Your Scorecard

Choose a name that reflects the Scorecard’s focus (especially important if you plan to create multiple Scorecards for different roles).

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🧠 Reminder: Click Finish to save!

✍️ Add Scorecard Topics to Your Survey

➕ Add a Scorecard Question

After setting up your Scorecard:

  1. Click Add a Scorecard Question to a Survey

  2. Select your Survey Template

  3. Insert the Scorecard Question

  4. Choose the Scorecard to link it to

  • Promoter Logic = uses Labels

  • Default Logic = uses Topic names

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You can:

  • Add non-scorecard answer options (won’t affect scores)

  • Add jumps or conditional logic based on answers

Learn more: Building Surveys with the Conversation Builder

🎯 Setting Up Multiple Scorecards or Surveys

  • Scorecards can be reused across surveys.

  • Surveys can include multiple Scorecards.

  • ⚠️ Each User Role can only see one Scorecard.

✏️ Editing Scorecards

Navigate to:

App Store → Installed Apps → Scorecards

There you’ll find:

  • All your existing Scorecards

  • Topics, User Roles, linked Surveys, and Reporting Fields

You can:

  • Edit Topics, Badges, and Labels

  • Adjust customer-facing labels directly in the survey

⚠️ Changing a Topic updates it historically across all reports and dashboards.

🚫 Disabling a Topic

Click Disable Topic to:

  • Remove it from surveys (it won’t appear in future responses)

  • Retain historical data in Scoreboards and Reports

🛠️ If the Topic is used for jumps or logic, update the survey before disabling.

📝 Notes

  • Coaching Playbooks are not yet compatible with new Scorecards (under review).

  • Admins in accounts with multiple Scorecards must select one Scorecard to view at a time.

📺 Video Tutorial

🔗 Next Steps & Related Articles

 

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