The Personal Scorecard is the main dashboard for your Frontline Teams and Managers. It's where they can see snapshot of their performance, where they're excelling, and their opportunities for development, all in two shakes of a lamb's tail.
This article outlines how to set up and edit the Personal Scorecard so that it captures the most relevant information for your business and your frontline teams.
In this article:
- Getting Started
- Edit Scorecards
Enable the Scorecard in App Store → Discover → Scorecards.
If you don't see this App in your account, your plan may not include Personal Scorecards. Please contact your CSM or email@example.com.
Select user role
Select a role or click Add a new Role to open the User Roles page in a new tab.
A User Role can have a single scorecard only, but a Scorecard can have multiple User Roles on it. See here for more information on setting up User Roles.
Create your Topics
This is arguably one of the most important decisions you need to make when setting your Customer Experience program. These are often your Service Standards - higher level business topics that your customers care about. This way, everyone on your frontline knows how your customers are feeling towards your brand, and can approach their interactions accordingly.
A minimum of 4 topics is required and a maximum of 10 (Note: there are only 9 unique badges). We recommending creating 4-6 topics, as otherwise the survey can become too unwieldy.
Once created, these Topics will be displayed on responses, Team Scoreboard, Insights/Coaching and will appear as a Reporting Field for your leaderboard and other reports.
Select your Labels and Badges
You will be able to customize how these Topics appear on the Personal Scorecards for your frontline team to make it more engaging for them. For example, the Topic may be 'Professionalism', but the Label can be 'Was prompt, professional and courteous'. These labels will be applied for positive customer responses that select this Topic. You can also select a fun badge to associate with each Topic, because who doesn't love a mad scientist.
The Label will also be pulled through into the survey (see below), but don't worry - you can change what your customers see when answering the survey without changing what appears for on your team's Personal Scorecard.
Name the scorecard
Give your scorecard a name that will make it easy to find and use. If you're looking to set up more than one scorecard (for example, you have two different types of frontline staff and need different topics for each of them), make sure your scorecard name is specific.
Don't forget to click 'Finish' when you're done!
Add the Scorecard Topics to your survey
Add Scorecard Question
Once you've set up your scorecard in the App, click 'Add a Scorecard Question to a survey', which will take you to the survey templates.
Add a Scorecard Question to your survey flow and select the Scorecard you want to link to the question. You will see that the Labels have been used for the 'Promoter' logic, whereas the Topic names names for the Default. These can be edited and are specific to this survey only.
You can add additional, non-scorecard options into this question that will not be attributed to the user's scorecard/score. You can also add jumps to any of the options, or use the options in conditional logic in other questions. For an overview of how to use the Conversation Builder to build your survey, see here.
Setting up multiple scorecards/surveys
You can create Scorecards for different groups of user roles, and use them in the same or additional surveys. You can use a survey that contains multiple Scorecards, or use a single scorecard in multiple surveys.
Please note: Each User Role can only have a single Scorecard. Users in those roles will only see the topics that are in their Scorecard.
At any time, you can navigate back to the App Store > Installed Apps > Scorecards to find a list of all the Personal Scorecards you have set up. This summary will show you the Topics included, linked user role(s), linked survey(s) and its Reporting Field.
You can select a Scorecard to change the Topic, Badge or Label. If you only want to change what a customer sees when they answer a scorecard question, please do that directly in the survey.
Please note: Any change to an existing Topic will update all historical responses that reference that Topic, and will change what is displayed on Team Scoreboard, Insights, and the values in the Reporting Field.
Disabling a topic
If you click 'Disable Topic', this will remove it from all surveys the Scorecard is linked to, but the Topic will remain on any responses, the Team Scoreboard, Insights and on users Personal Scorecards.
If a Topic is being used to jump within the survey, or as conditional logic on another question, you will need to edit surveys before disabling it.
- Coaching Playbooks is not currently compatible with the new Scorecards functionality. We will be reviewing how Coaching Playbooks and Personal Scorecards interact in the very near future. Please contact your CSM for questions.
- A User Role cannot "see" multiple scorecards (i.e. Admins who want Scorecards in an account with multiple scorecards will have to choose a single Scorecard)