The Team Scorecard feature in Reputation Management Premium helps businesses track and evaluate Net Promoter Score (NPS) feedback associated with specific team members. Whether you're managing a single location or multiple, the scorecard provides insights into individual performance, enabling data-driven decisions to improve customer satisfaction and loyalty.
Single Location: Viewing Team NPS Feedback
Step 1 - Where to Find This: Navigate to NPS in the left-hand side menu of Reputation Management Premium.
Feedback Card Overview
Each feedback card includes:
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NPS score given by the contact.
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Feedback from the contact.
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Team member associated with the feedback.
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Contact details, such as email and phone number.
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Location associated with the feedback.
Resend NPS option – NPS requests can be resent once, via email only, using your default template. SMS resends are not supported.Step 2 - Team Member Filter : Use the Team Member filter to view only the feedback tied to specific employees.
Multi-Location: Analyzing Team NPS Across Locations
With the Team Scorecard, businesses operating across multiple locations can access detailed NPS analytics per team member. This includes NPS volume, average scores, score trends, and recent feedback, making it easy to evaluate staff performance across the organization.
Where to Find the Team Scorecard in Multi-location
Step 1: Access the Multi-location Business App.
Step 2: Navigate to the Reputation tab.
Step 3: Locate and click on the "Net Promoter Score" sub-menu to open the Team Scorecard.
NPS Metrics Breakdown by Employee
In the main table, each row represents an individual team member and includes:
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NPS Score: The overall score for that employee.
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NPS Breakdown: A thermometer-style chart showing Promoters, Passives, and Detractors.
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Promoters / Passives / Detractors: Counts of each feedback type received.
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NPS Volume: Total number of NPS responses for that employee.
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Delta Comparison: Arrows indicate changes from the previous date range:
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Green up arrow: Positive increase
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Red down arrow: Decrease
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No arrow: No change
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Understanding the Executive Report for Each Employee
Clicking on an employee's row opens a side panel with more in-depth insights:
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Card 1: NPS Score & Score Over Time
Displays the employee's NPS and a visual graph showing score trends.
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Card 2: NPS Volume
Shows the number of feedback responses over the past 6 months.
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Card 3: Most Recent NPS Feedback
Lists the latest feedback received within the selected date range.
Feedback Card Details
Each feedback card within the side panel includes:
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NPS score given
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Feedback from the contact
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Employee associated
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Contact information, including email and phone
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Location of the feedback
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Resend NPS option – One-time resend via email only, using the pre-set template.
Team Member Filter
Use the Team Member filter to isolate and review feedback related to specific team members across all locations.