How Do I Use the Scorecard?

Applies to: Companies on the Expert plan. To view grades you need the Scorecard module. To change grade thresholds you need the Manage Account module. Scorecard is in the web portal only.

Before You Start

Scorecard is an Expert-only feature. On other plans, Scorecard still appears in the left menu, but it shows a blurred sample with Preview the scorecard and Upgrade to Expert buttons. Everything you see in the preview, including the SAMPLE watermark, is made-up data. Scorecard Settings does not appear in Company Settings until you're on Expert. See How does billing work? for plan details.
The Scorecard module controls who can open it. The default Admin and Manager roles include it. On Expert, Manage Account alone doesn't add Scorecard to the menu, so add the Scorecard module to any custom role that needs it.
People only see the locations they can access. A manager assigned to five buildings sees grades for those five. Users with Manage Account see every location.
Buildings are graded, not people or sub-locations. Each top-level location (facility) gets a grade. Sub-locations don't get their own row, and individual cleaners are never graded.
Grades cover completed months. The current month isn't available until it ends. You can look back up to 12 months.

Why Use Scorecard?

Most problems at a building show up somewhere in Clean Smarts first: people missing shifts, checklists going unfinished, complaints piling up, or overtime creeping past what the account can carry. Scorecard pulls those signals into one grade per building, so you can:

Spot struggling buildings early. A building sliding from B to C shows up before the customer calls.
Compare buildings fairly. Every building is measured against the same targets, and the Company Average row shows where the typical building lands.
Go straight to the cause. Every grade breaks down into the metrics behind it, and each metric links to the report that has the details.
Track whether fixes work. Trend arrows and sparklines show whether a metric is getting better or worse month to month.

How Grades Are Calculated

Each metric gets its own grade by comparing its value to your company's A, B, and C thresholds. Anything worse than the C threshold is a D.

Each area (Staffing, Service Quality, Cost Control) takes the grade of its worst metric. One D in Staffing makes the Staffing grade a D.

The overall grade counts how many metrics are off target, meaning graded anything other than A:

A: every metric is at A
B: 1 metric is off target
C: 2–3 metrics are off target
D: 4 or more metrics are off target

If a building doesn't have enough activity for a metric in a month (for example, too few scheduled shifts to calculate a fair absenteeism rate), that metric shows --. It doesn't count for or against the grade.

What Each Area Measures

Staffing: did the right people show up?

Absenteeism Rate: how often scheduled workers don't show up. Lower is better.
Unfilled Shift Rate: how often scheduled work has no one assigned. Lower is better.
Late Arrival Rate: how often workers start later than scheduled. Lower is better.
Crew Stability: how much of the work is done by people new to the building. Lower is better.
Break Compliance: how consistently required breaks are taken. Higher is better.
Edited Check-in Rate: how often time records are corrected after the fact. Lower is better.

Service Quality: did the work hold up?

Checklist Compliance Rate: how consistently assigned tasks are completed on schedule. Higher is better.
Avg Inspection Score: average score from quality inspections. Higher is better.
Complaint Rate: customer complaints per 1,000 service hours. Lower is better.
Issue Resolution Time: typical hours to close a reported issue. Lower is better.
Aged Open Issues: number of customer-reported issues that have stayed open too long. Lower is better.

Cost Control: did the hours and the bill match the job?

Assigned vs Actual Hours: how far actual hours land from assigned hours, in either direction. Lower is better.
Overtime Percentage: share of hours worked beyond regular time. Lower is better.
Labor % of Revenue: direct labor pay as a share of what the building bills. Lower is better.
Work Orders Billed %: how much extra work gets captured on an invoice. Higher is better.

View the Scorecard

Sign in to the Clean Smarts web portal.
Click Scorecard in the left menu.
Choose a month from the month picker. It opens on the most recent completed month.
(Optional) Use the location filter to narrow the list to one location or group, or type in the search box to find a building by name.

The first time a month loads, you may see We're crunching the numbers... while Clean Smarts calculates every building. Later visits load faster.

Needs Attention

The Needs Attention panel at the top lists every metric that isn't at an A, grouped by building, with the worst buildings first. Click any item to open that building's detail with the metric highlighted. Click the panel header to collapse it.

The Grades Table

Each row is a building:

Overall: the building's overall grade.
Staffing, Service Quality, Cost Control: the grade for each area. Click the arrow next to an area name to expand it and see each metric's grade, value, and trend arrow.
Biggest issue: the building's worst-graded metric and its value.

The Company Average row at the bottom shows how the typical building scores. Click any column header to sort. The table opens sorted by Overall, with the lowest grades first.

Use the export button to download the table as a spreadsheet. Expanded areas include their individual metrics in the export.

Location Detail

Click a building's row to open its detail. For each area you'll see:

Your Value: the building's result for the month.
Grade: the letter grade for that metric.
Target: the value needed for an A.
Trend: a sparkline of recent months and the change from last month.

Click a metric row to open the report behind it, filtered to that building and month where the report supports it. For example, Overtime Percentage opens Time Detail, and Aged Open Issues opens open Issues.

Informational Metrics at the bottom (Total Service Hours, Active Cleaners, Inspections Completed, Inspection Recency (Days)) give context but are not graded.

Other Places You'll See Grades

Location General page: open a location to see a Scorecard card with its overall score and area grades for last month. Click the card to open the full detail.
Manage Locations: add the Score column to show each building's overall grade for last month in the location list.

Refresh a Month

Grades are calculated once and saved so the page loads quickly. If you correct data for a past month (for example, fixing time entries or closing old issues), click the refresh button on the Scorecard toolbar to recalculate that month. Refresh is available to users with the Scorecard or Manage Account module.

Change Grade Thresholds

The default thresholds fit a typical commercial cleaning operation. If your contracts, labor market, or quality standards are different, change them so the grades match what "good" means for your company.

Thresholds apply company-wide. Every building is graded against the same targets.

Click your profile in the bottom-left corner of the sidebar and choose Company Settings. You can also press Ctrl+K (or Cmd+K on a Mac) and search for Scorecard Settings.
Choose Scorecard Settings.
Find the metric you want to change. Metrics are grouped under Staffing, Service Quality, and Cost Control, and each has a short description.
Enter new values in the A, B, and C columns. The D column updates automatically to show what counts as a D.
(Optional) Turn on Ignore this metric for anything that doesn't apply to your business.
Click Save Changes.

You'll see Scorecard settings saved when the change goes through.

Grades update right away, including past months. Clean Smarts re-grades every month you view against your current thresholds. Older months stay comparable to new ones, but last month's grades may change after you save. You don't need to refresh.

Rules for Thresholds

Order matters. For "higher is better" metrics (like Checklist Compliance Rate), A must be greater than or equal to B, and B greater than or equal to C. For "lower is better" metrics (like Overtime Percentage), A must be less than or equal to B, and B less than or equal to C. If the order is wrong, the field turns red and Save Changes stays disabled.
Units match the metric. Most metrics are percentages. Complaint Rate is complaints per 1,000 service hours, Issue Resolution Time is hours, and Aged Open Issues is a count.
An asterisk (*) marks a custom value. It means that threshold or metric differs from the Clean Smarts default.
Reset a metric. Hover over a metric row and click Reset to defaults to restore its default thresholds and turn Ignore this metric back off. Click Save Changes to keep the reset.

When to Ignore a Metric

Turn on Ignore this metric when it doesn't reflect how you run your business. Ignored metrics are left out of area and overall grades for every building.

You don't run inspections → ignore Avg Inspection Score.
Your workers don't take scheduled breaks → ignore Break Compliance.
You don't bill work orders separately → ignore Work Orders Billed %.

Ignoring a metric is better than setting loose thresholds. A metric you don't track would otherwise drag grades down for reasons that have nothing to do with the building.

Default Thresholds

Values are A / B / C. Anything worse than C is a D.

Staffing

Absenteeism Rate: 2% / 4% / 8% or lower
Unfilled Shift Rate: 2% / 5% / 10% or lower
Late Arrival Rate: 2% / 5% / 10% or lower
Crew Stability: 15% / 30% / 50% or lower
Break Compliance: 98% / 95% / 90% or higher
Edited Check-in Rate: 2.5% / 5% / 10% or lower

Service Quality

Checklist Compliance Rate: 95% / 90% / 80% or higher
Avg Inspection Score: 93% / 85% / 75% or higher
Complaint Rate: 0.5 / 1.5 / 3 per 1,000 hours or lower
Issue Resolution Time: 24 / 72 / 168 hours or lower
Aged Open Issues: 1 / 3 / 6 or fewer

Cost Control

Assigned vs Actual Hours: within 5% / 10% / 20%
Overtime Percentage: 2% / 4% / 7% or lower
Labor % of Revenue: 45% / 50% / 58% or lower
Work Orders Billed %: 95% / 85% / 70% or higher

Tips

Start with Needs Attention. It's the fastest way to see what changed. Work from the D grades up.
Fix the data before judging the building. A high Edited Check-in Rate or a cluster of -- values usually means time or schedule data needs cleanup, not that the building is failing.
Let a month run before tuning thresholds. Look at your Company Average first. If every building gets a D on the same metric, the threshold probably doesn't fit your business.
Use trends, not just grades. A B that has improved three months in a row tells a different story than a B that used to be an A.

Troubleshooting

I don't see Scorecard in the left menu. Your role is missing the Scorecard module. Ask an admin to add it in Company Settings > User Roles. See What does each of the user modules do?.

Scorecard shows a blurred sample and an Upgrade to Expert button. Your company isn't on the Expert plan. The preview is sample data only. Upgrade from Company Settings > Plan & Billing, or contact Clean Smarts to talk through Expert.

I can't find Scorecard Settings in Company Settings. It appears only on the Expert plan, and only for users with Manage Account.

A building I manage is missing from the list. Only top-level locations you're assigned to are graded. Check your location access, and confirm the building isn't a sub-location of another location.

A metric shows -- instead of a grade. There wasn't enough activity that month to grade it fairly, or there was no data for it (for example, no inspections or no billing data). It doesn't affect the grade.

I fixed last month's time entries, but the grade didn't change. Click the refresh button on the Scorecard toolbar with that month selected to recalculate it.

Save Changes is grayed out in Scorecard Settings. Either nothing has changed, or a threshold is empty or out of order. Look for a field outlined in red and fix the A / B / C order.