--- title: How Does the Scorecard Work? description: See how Clean Smarts grades each service location every month, what an A–D score means, and how staffing, quality, and cost metrics are calculated. --- [Skip to content](https://support.cleansmarts.com/how-does-the-scorecard-work#main-content) [![](https://support.cleansmarts.com/hs-fs/hubfs/cleansmarts_logo_white_med.png?width=320&height=110&name=cleansmarts_logo_white_med.png)](https://www.cleansmarts.com/) Open main navigation Close main navigation - [Contact us](mailto:support@cleansmarts.com) [Contact us](mailto:support@cleansmarts.com) How can we help you? - There are no suggestions because the search field is empty. 1. [Clean Smarts Knowledge Base](https://support.cleansmarts.com/?hsLang=en-us) 2. [Web Portal](https://support.cleansmarts.com/web-portal?hsLang=en-us) 3. [Locations and Sub-locations](https://support.cleansmarts.com/web-portal?hsLang=en-us#locations-and-sub-locations) # How Does the Scorecard Work? ## The Scorecard gives each service location one monthly grade from staffing, service quality, and cost control, so you can see which buildings need attention. The **Scorecard** grades each service location for one finished month. It rolls staffing, service quality, and cost control into an **A** through **D**, then shows the metric that is hurting that location the most. Use it when you want a monthly read on which buildings are staffed, cleaned, and billed the way you expect. A question about one inspection, one person's hours, or one account's margin starts in that report. The Scorecard is the monthly summary of those reports. **Applies to:** Expert plan, in the web portal. Open it from **Scorecard** in the left menu, or press **Ctrl/Cmd + K** and search for **Scorecard**. Your role needs the **Scorecard** module. **Scorecard Settings** also requires **Manage Account**. A company that is not on Expert can open a sample. That preview is marked **SAMPLE**. Choose **Upgrade to Expert** for grades from your own locations. If **Scorecard** is missing from the menu on an Expert account, Clean Smarts has not turned the feature on for the company yet. --- ### Before You Start Each row is a location with **Service Location** turned on. Inspections and customer issues recorded on a location underneath that service location roll up to it. You see the service locations your role can open. **Company Average** uses every service location when you can open all of them. When you can open only some, the average uses that smaller set. Each location is weighted by its service hours, so a large building moves the average more than a small one. The month list holds the last 12 months that have already ended. The current month appears after it closes. Each view is one calendar month. Open another month, or export several months, when you want a longer look. The first time you open a month, the page may say **We're crunching the numbers...** while it builds that month. **Building history…** means older months are still filling in for the trend arrows. Use **Refresh** after you correct time, close issues, or send invoices and want that month rebuilt. On a service location, open the location and look at the **Scorecard** card on **General**. That card is the last finished month. Click it for the same breakdown as the main page. --- ### How a Grade Is Chosen Each graded metric gets its own letter. Clean Smarts compares the number with the **A**, **B**, and **C** targets in **Scorecard Settings**. Anything past **C** is **D**. - When higher is better, **A** means the number is at or above the **A** target. **B** is at or above **B** and below **A**. **C** is at or above **C** and below **B**. - When lower is better, **A** means the number is at or below the **A** target. The same pattern runs through **B** and **C**. A metric with too little activity shows **--** and no letter. That metric is left out of the category grade and the overall grade. The minimums are listed with each metric below. A metric you ignore in **Scorecard Settings** drops off the page and does not affect the grade. **Staffing**, **Service Quality**, and **Cost Control** each take the worst letter among the metrics still in that category. One **D** makes the category a **D**, even when the other metrics are **A**. **Overall** counts how many graded metrics missed **A**: - **A** — every graded metric is an **A** - **B** — one metric missed **A** - **C** — two or three metrics missed **A** - **D** — four or more metrics missed **A** **Biggest issue** is the worst metric that missed **A**. **D** ranks ahead of **C**, and **C** ranks ahead of **B**. **Needs Attention** lists every location metric that missed **A**. Locations with the weakest letters sit at the top. Click a line to open that location and highlight the metric. --- ### How to Read the Page 1. Choose a finished month. The newest choice is the last month that has ended. 2. Filter by location or group, or leave **All Locations** selected. Search matches the location name. 3. Read **Needs Attention** first when it is open. It is every miss for the locations in the current filter. 4. Read the table. It opens with the weakest **Overall** grades first. Click a column heading to sort another way. 5. Expand **Staffing**, **Service Quality**, or **Cost Control** to see each metric's letter, number, and arrow. The arrow is the change from the previous month. Green means the metric moved the better way. Red means it moved the worse way. A flat arrow means no change, or there is no prior month yet. 6. Click a location row for the full breakdown. **Company Average** stays on the page and does not open a detail view. 7. In the detail, **Target** is the **A** line, such as **≤2% (A)** or **≥95% (A)**. **Trend** adds a short history of recent months. 8. Click a graded metric to open the report it came from. The month and location carry over when that report supports them. 9. Export downloads the columns on screen. Expand a category first when you want the individual metrics in the file. These rows open another page: - **Assigned vs Actual Hours** opens **Budget to Actual**. - **Overtime Percentage**, **Crew Stability**, and **Edited Check-in Rate** open **Time Detail**. - **Checklist Compliance Rate** opens **Tasks & Scans**. - **Absenteeism Rate** opens **Schedule Status Report**. - **Unfilled Shift Rate** opens **Calendar**. - **Late Arrival Rate** opens **Timesheet Exceptions** filtered to late arrivals. - **Break Compliance** opens **Timesheet Exceptions** filtered to missed breaks. - **Labor % of Revenue** opens **Job Costing**. - **Avg Inspection Score** opens completed inspections. - **Complaint Rate** and **Issue Resolution Time** open closed issues. - **Aged Open Issues** opens open issues. - **Work Orders Billed %** opens **Work Orders**. **Unfilled Shift Rate**, **Labor % of Revenue**, and **Work Orders Billed %** open those pages without the Scorecard month already selected. **Absenteeism Rate** opens the schedule report without the location already selected. Set those filters on the next page when you need the same slice. The cards under **Informational Metrics** are context. They do not receive a letter and they do not change **Overall**. --- ### Staffing These metrics use shifts and work orders in the selected month, plus time clocked at the location. Pending schedule events are skipped. Hours below count working time. A time entry with no pay code still counts. Deleted time does not. **Absenteeism Rate** is the share of resolved assignments marked no-show. Lower is better. It needs at least 20 resolved assignments. Defaults: **A** at 2% or below, **B** at 4% or below, **C** at 8% or below. **Unfilled Shift Rate** is the share of shifts and work orders with nobody assigned. Lower is better. It needs at least 10 events. Defaults: **A** at 2% or below, **B** at 5% or below, **C** at 10% or below. **Late Arrival Rate** is how often someone who clocked in was late. No-shows stay in absenteeism and stay out of this rate. Lower is better. It needs at least 10 clock-ins. Defaults: **A** at 2% or below, **B** at 5% or below, **C** at 10% or below. **Crew Stability** is the share of hours worked by people whose first recorded work at that location falls within 30 days of the month's end. A person who worked the site before that window counts as a familiar face. Lower is better. The location needs at least 150 service hours, and the site's first punch must be at least 60 days before the month ends. A newer site stays blank. Defaults: **A** at 15% or below, **B** at 30% or below, **C** at 50% or below. **Break Compliance** is the share of punches that owed an unpaid break and were not marked as a missed break. Higher is better. It needs at least 20 of those punches. Locations with no required breaks stay blank. Defaults: **A** at 98% or above, **B** at 95% or above, **C** at 90% or above. **Edited Check-in Rate** is the share of time entries edited after they were saved. Lower is better. It needs at least 20 time entries. Defaults: **A** at 2.5% or below, **B** at 5% or below, **C** at 10% or below. --- ### Service Quality **Checklist Compliance Rate** is completed checklist tasks divided by checklist tasks on time entries in the month. Higher is better. It needs at least 20 tasks. Defaults: **A** at 95% or above, **B** at 90% or above, **C** at 80% or above. **Avg Inspection Score** is the average inspection result for inspections dated in the month, as a percent of the points available. Scores marked N/A are left out of that inspection's math. Higher is better. One scored inspection is enough. Inspections on a child location roll up to the parent service location. Defaults: **A** at 93% or above, **B** at 85% or above, **C** at 75% or above. That percent comes from the inspection itself. Scoring templates, under **Quality**, control how an inspector grades a task. They are a separate setup from **Scorecard Settings**. See [How are inspection scores calculated?](https://support.cleansmarts.com/how-are-inspection-scores-calculated?hsLang=en-us) and [How do I build custom scoring for inspection tasks?](https://support.cleansmarts.com/how-do-i-build-custom-scoring-for-inspection-tasks?hsLang=en-us). **Complaint Rate** is customer-reported issues created during the month, per 1,000 service hours. Internal issues stay out of this rate. Lower is better. It needs at least 200 service hours. Defaults: **A** at 0.5 or below, **B** at 1.5 or below, **C** at 3 or below. **Issue Resolution Time** is the typical hours to close issues that were opened during the month and are now **Closed**. The page uses the middle value, so one very old issue does not set the number by itself. Lower is better. It needs at least 3 closed issues. Defaults: **A** at 24 hours or below, **B** at 72 hours or below, **C** at 168 hours or below. **Aged Open Issues** is a count, at the end of the month, of customer-reported issues that are still open and were created at least 72 hours before that month ended. An issue opened on the last day is not aged yet. Issues opened in earlier months still count when they are open. Lower is better. A location with none shows **0**. Defaults: **A** at 1 or below, **B** at 3 or below, **C** at 6 or below. --- ### Cost Control **Assigned vs Actual Hours** is how far clocked service hours sit from hours on assigned shifts and work orders, as a percent of those assigned hours. The number keeps its sign, so a negative value means actual hours came in under the assignment and a positive value means they came in over. The letter uses the size of the gap either way. Lower variance is better. The location needs assigned hours in the month. Defaults: **A** within 5%, **B** within 10%, **C** within 20%. For a day-by-day view, use [How do I use the budget to actual report?](https://support.cleansmarts.com/how-do-i-use-the-budget-to-actual-report?hsLang=en-us). **Overtime Percentage** is overtime and double-time hours divided by all service hours at the location. Lower is better. It needs at least 240 service hours, so a small site often stays blank. Defaults: **A** at 2% or below, **B** at 4% or below, **C** at 7% or below. **Labor % of Revenue** is direct labor pay divided by invoice revenue. It uses the selected month and the two months before it, so one short invoice does not swing the letter by itself. Draft and voided invoices are left out. Labor uses the pay rate on the time entry. Lower is better. The location needs invoice revenue in that three-month window. Defaults: **A** at 45% or below, **B** at 50% or below, **C** at 58% or below. **Job Costing** is where you review margin for a single account. **Work Orders Billed %** is the share of billable work orders that finished in the month, in a status your company treats as closed, and that appear on an invoice. Series templates are left out. Draft and voided invoices do not count as billed. Higher is better. One finished billable work order is enough. Defaults: **A** at 95% or above, **B** at 85% or above, **C** at 70% or above. --- ### Informational Metrics These sit at the bottom of a location's detail. They explain the month. They do not change the grade. - **Total Service Hours** is service time clocked at the location during the month. - **Active Cleaners** is how many people logged that service time. - **Inspections Completed** is how many inspections are dated inside the selected month. Child locations roll up to the parent service location. This is a count for that month. - **Inspection Recency (Days)** is the number of days from the last day of the selected month to the newest inspection saved for that location. The newest inspection can fall after the month you are viewing. When it does, the number gets smaller, and it can be negative. A negative number means a later inspection is already on file. It does not mean the location was inspected during the month on screen. - **Worker Concentration** appears when at least 10 people logged time. It is the share of hours held by the busiest 10% of those people. - **Tag Work % of Revenue** is invoice lines tied to a work order, divided by invoice revenue for the selected month. It appears when that month has invoice revenue. --- ### Change the Targets Defaults are a starting point. A company that runs tighter staffing, or that expects a different labor share, should set its own lines. 1. Open your profile menu and choose **Company Settings**. 2. Open **Scorecard Settings**. 3. Review each metric. The short line under the name is what the metric measures. 4. Turn on **Ignore this metric** when that measure should not affect grades. An ignored metric leaves the Scorecard. 5. Set **A**, **B**, and **C**. **D** is calculated from **C**. For a higher-is-better metric, **A** must be at least **B**, and **B** must be at least **C**. For a lower-is-better metric, **A** must be at most **B**, and **B** must be at most **C**. **Save Changes** stays off until every row is in that order. 6. An asterisk means that row no longer matches the Clean Smarts default. Use the reset icon on the row to put the default targets back. 7. Choose **Save Changes**. The page confirms **Scorecard settings saved**. The next time you open the Scorecard, letters use the targets you saved. The underlying hours, scores, and counts stay as they were. Use **Refresh** on the Scorecard when the source data changed and you want the month calculated again. Targets are company-wide. Every location uses the same **A**, **B**, and **C** lines. --- ### When a Number Looks Wrong **The month I want is missing.** The list waits until the month has ended, and it keeps 12 finished months. Mid-month, the newest choice is still the previous month. Open each finished month on its own when you want more than one month. **A metric is blank.** The location is under the minimum activity for that metric, the site is too new for **Crew Stability**, or the metric is ignored. A blank metric is left out of the grade. **Inspection Recency or Inspections Completed does not match the inspection list.** **Inspections Completed** counts inspections dated in the selected month, including inspections on locations under that service location. **Inspection Recency (Days)** measures to the newest inspection on file, which can be outside that month. Filter the inspection list to the same month, and include child locations, before you compare the two numbers. **Assigned vs Actual Hours looks backwards.** A negative percent means clocked hours were under the assigned hours. A positive percent means they were over. The letter treats both gaps the same. A location 12% under and a location 12% over can share a letter. **Labor % of Revenue does not match one month of invoices.** That metric covers three months ending with the month you selected. **Tag Work % of Revenue** covers the selected month only. **Company Average does not match a simple average of the letters.** It averages the metric values, weighted by service hours, and then grades that result. It also follows the locations you can see. **The page shows sample buildings.** The account is not on Expert, or you opened **Preview the scorecard**. Sample rows are labeled **SAMPLE** and are not your locations. **I can open locations, and Scorecard sends me to a no-permission page.** The Scorecard page checks the **Scorecard** module. **Manage Account** is what opens **Scorecard Settings**. See [How do I create and manage user roles?](https://support.cleansmarts.com/how-do-i-create-and-manage-user-roles?hsLang=en-us). **A location I expected is missing.** Turn on **Service Location** for that building, and confirm your location access includes it. See [How should I set up my locations?](https://support.cleansmarts.com/how-should-i-set-up-my-locations?hsLang=en-us). --- ### Related Articles - [How do I use the budget to actual report?](https://support.cleansmarts.com/how-do-i-use-the-budget-to-actual-report?hsLang=en-us) - [How are inspection scores calculated?](https://support.cleansmarts.com/how-are-inspection-scores-calculated?hsLang=en-us) - [How do I build custom scoring for inspection tasks?](https://support.cleansmarts.com/how-do-i-build-custom-scoring-for-inspection-tasks?hsLang=en-us) - [How do I view and close issues?](https://support.cleansmarts.com/how-do-i-view-and-close-issues?hsLang=en-us) - [How do I create and manage user roles?](https://support.cleansmarts.com/how-do-i-create-and-manage-user-roles?hsLang=en-us) - [How should I set up my locations?](https://support.cleansmarts.com/how-should-i-set-up-my-locations?hsLang=en-us) - [Getting started](https://support.cleansmarts.com/getting-started?hsLang=en-us) - [Mobile App](https://support.cleansmarts.com/mobile-app?hsLang=en-us#main-content) - 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