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Scorecard Results

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The Scorecard Results report may need to be enabled for your account. Contact your administrator if you do not see it in the Reports section.

The Scorecard Results report shows every customer satisfaction survey your team has sent, along with the scores and comments customers have returned. You can filter by score, date range, and status, then act on individual responses without leaving the page — resend surveys, exclude scores from metrics, flag testimonials, and create compliment or complaint tickets.

This report is Powered by MaidSense, MaidCentral's AI-assisted analytics engine.

Navigate to Reports → Scorecard Results to open this report.

Who Can Access This​

RoleAccess
AdministratorFull access
OfficeFull access
HR AdminFull access
Payroll AdminFull access
SalesFull access
TechnicianNot available

Page Overview​

The page has two main areas:

  • KPI summary cards — four at-a-glance totals for the selected period
  • Toolbar and grid — filters, export, and the results table

KPI Summary Cards​

Four cards appear at the top of the page once data loads:

CardWhat It Shows
SentTotal number of surveys sent in the date range
ReturnedTotal number of surveys with responses
Response RatePercentage of sent surveys that received a response
Avg ScoreAverage star rating across all responses (out of 5)

The KPI section can be collapsed. Your collapsed or expanded preference is saved between sessions.

note

This response rate is not the same as the Response card in the Performance section of a technician's profile. Here it is surveys returned ÷ surveys sent. The technician's Response card (shown as "N/M jobs") divides that technician's scorecards (not counting excluded scores) by the number of jobs they worked in the range, so jobs that never had a survey sent still count against it. The Employee Stats report does not show a response rate. It shows only each technician's Scorecards count and scorecard Score.

Set the Date Range​

The report defaults to the current calendar month (the first through the last day of this month).

  1. Click the date range picker in the toolbar
  2. Choose a start and end date
  3. The grid refreshes automatically

Filter the Results​

The filter controls sit directly in the toolbar:

FilterOptions
ScoreAll Scores, 5 Stars, 4 Stars, 3 Stars, 2 Stars, 1 Star
Excluded OnlyShows only scores that have been excluded from metrics
Testimonials OnlyShows only responses marked as testimonials
Responses OnlyShows only surveys with a star rating (on by default)

Responses Only is turned on by default. This hides surveys that were sent but not yet answered. Uncheck it to see all sent surveys, including those waiting for a response.

Filters apply immediately.

Score, Excluded Only, and Testimonials Only also narrow the KPI cards to the matching rows. Responses Only changes only the grid and the export — the KPI cards still count unanswered surveys as sent.

Because the KPI cards are recalculated from the matching rows, two filters produce totals that look odd:

  • With a Score filter, Response Rate shows 100%. Unanswered surveys have no score, so they drop out, and every remaining row is a response.
  • With Excluded Only, Avg Score shows 0.00. Excluded scores never count toward Avg Score, so no scores are left to average.

Results Grid​

The grid shows one row per scorecard. Excluded rows appear with reduced opacity.

ColumnDescription
CustomerCustomer name — click to open the Customer Details drawer
PropertyThe property that was serviced
Job DateThe service date — click to open the Job Detail drawer
TechniciansNames of technicians who performed the service
Last SentDate and time the survey was last sent or resent
RespondedDate and time the customer submitted their response
ScoreStar rating (1–5) with color coding
TrendHow this score compares to the customer's previous response
CommentsCustomer's written feedback — click to expand the full text

A Testimonial badge appears on rows marked as testimonials.

Understanding the Trend Column​

The Trend column shows how the current score compares to the customer's most recent previous score:

TrendWhat It Means
ImprovedScore is higher than last time
DeclinedScore is lower than last time
StableScore is the same as last time
First ResponseNo previous score to compare — this is the customer's first

Expanding Comments​

Comments longer than 50 characters are truncated in the grid. Click on the comment text to open a full preview in a modal window.

Actions Per Row​

Each row has an Actions button (three-dot menu) on the right side. The available options depend on whether the customer has responded:

Resend Survey​

Queues the survey email to be sent again. Use this if a customer says they didn't receive their survey, or if the survey link has expired.

Exclude from Metrics / Include in Metrics​

Excluding a score removes it from the Avg Score card. It still counts toward Sent, Returned, and Response Rate. This is useful for responses that are not representative — for example, a score from a customer who later retracted their complaint.

  1. Click Exclude from Metrics
  2. Optionally enter a Reason for Exclusion (saved with the record)
  3. Click Exclude Score

The row stays visible but appears dimmed. Switch to Include in Metrics to reverse the exclusion.

Mark as Testimonial / Remove Testimonial​

Marking a response as a testimonial flags it for use in marketing or client-facing materials. Click Mark as Testimonial to flag it, or Remove Testimonial to unflag.

Marked testimonials appear on your website's testimonials embed, newest first. See How do I show my testimonials on my website?.

Create Ticket​

Creates a compliment or complaint ticket linked to this job. The ticket type is auto-suggested based on the star rating — 4 or 5 stars defaults to Compliment; 1 or 2 stars defaults to Complaint. You can override the suggestion.

  1. Click Create Ticket
  2. Select Compliment or Complaint
  3. Optionally add notes
  4. Click Create

The ticket appears in your tickets board and is linked to the customer and job.

Can I edit or delete a scorecard a customer submitted?​

No. A customer's submitted rating and comment can't be edited or deleted, and if the customer opens the link again, their original answer stays.

If a score shouldn't count, take it out of your numbers instead:

  1. On this report, find the row and click its Actions button (three dots)
  2. Click Exclude from Metrics
  3. Optionally enter a Reason for Exclusion
  4. Click Exclude Score

The scorecard stays on the report, dimmed, and drops out of Avg Score. Click Include in Metrics to undo it. You can also switch a score in or out from the scorecard list in the Performance section of the technician's profile.

If the customer gives you a different answer by phone, you can record it from the job's Actions menu with View / Update Scorecard (see Job Detail Drawer). This adds a second response rather than changing the first, and this report then shows the newest one.

warning

The new response starts out included in metrics and not marked as a testimonial, even if you had excluded or flagged the earlier one. Check the row again afterward.

How do I change the wording of the scorecard text or email?​

The scorecard text message and the scorecard email each have their own template. Edit them under Settings > Company Settings > Templates & Emailing. See Email Templates. This changes the message the customer receives, not the 1 to 5 star descriptions used in reporting.

Why doesn't Employee Stats match Scorecard Results?​

Scorecard Results is a company-wide report. Employee Stats shows the numbers for one employee, so the two will differ. Customer scorecard metrics are separate again.

Response rates are calculated two different ways:

  • Response Rate on this report: surveys returned ÷ surveys sent.
  • Response card in the Performance section of a technician's profile: that technician's scorecards (not counting excluded scores) ÷ jobs they worked in the range, shown as "N/M jobs". Jobs that never had a survey sent still count against it.

Employee Stats has no response rate column. It shows each technician's scorecard count in the Scorecards column and their scorecard score in the Score column.

Two columns are clickable shortcuts:

  • Customer name — opens the Customer Details drawer to see account history, balance, and service records
  • Job Date — opens the Job Detail drawer to view the full job record, notes, and team assignments

Export to CSV​

Click Export in the toolbar to download all currently visible rows as a CSV file.

The export includes these columns:

  • Customer, Property, Job Date, Technicians, Sent To, Last Sent, Responded, Score, Response, Comments, Testimonial, Excluded, Exclude Notes

The file is named scorecard-results-YYYY-MM-DD.csv using today's date.

note

The export respects the Responses Only filter. If responses-only is checked, the CSV only contains rows with ratings. Uncheck it first if you need to export all sent surveys.

Tips​

  • Leave "Responses Only" on for day-to-day review — it hides pending surveys from the grid so you see only answered ones. It does not change the Response Rate card, which still counts pending surveys as sent.
  • Sort by Score to find your lowest ratings first and address any issues quickly.
  • Sort by Trend to spot declining customers — a Declined trend on a returning customer may signal a service problem before they churn.
  • Create tickets for all 1-star and 2-star responses so your team has a clear action item to follow up on.
  • Mark 5-star comments as Testimonials when the customer writes something specific and personal — these are ready to use in marketing.
  • Exclude scores with context — always leave a note when excluding so your team knows why the score was removed from metrics.
  • Resend to non-responders by unchecking "Responses Only" and filtering by a wide date range to find surveys that were sent but never answered.

Troubleshooting​

IssueWhat to Check
No data showingThe report defaults to responses-only and the current calendar month. Uncheck "Responses Only" or widen the date range to see more rows.
KPI totals seem too lowCheck the Score, Excluded Only, and Testimonials Only filters — each one narrows the KPI cards to matching rows. Excluded scores do not lower Sent or Returned; they only drop out of Avg Score.
Trend shows "First Response" for a returning customerThe customer may not have a previous response within the scoring window, or their earlier response may have been excluded.
Export button is greyed outNo visible rows match the current filters. Adjust filters or date range first.
Cannot create a ticket for a rowTickets require a survey response. Rows with no star rating (surveys not yet returned) do not support ticket creation.