The Crew Scoreboard in SmartMoving’s Online Reputation Management (ORM) tool gives you a clear, data-driven view of crew performance based on real customer feedback. By combining internal and public review data, the Scoreboard helps you track performance trends, recognize top performers, and identify areas for improvement.
What Is the Crew Scoreboard?
The Crew Scoreboard ranks crew members using customer review data from:
SmartMoving Only (internal) reviews
Public reviews from Google and Facebook (ORM subscribers only)
Rankings are based on a weighted average, which considers both the quality of ratings and the number of reviews received. This ensures fair comparisons and prevents a single high rating from outweighing consistent performance over time.
Accessing the Crew Scoreboard
To view the Crew Scoreboard:
Navigate to the Marketing module
Select Scoreboard
The Scoreboard opens with current crew rankings and summary performance metrics.
How Crew Rankings Are Calculated
Crew rankings are determined by a weighted average that:
Accounts for the total number of ratings per crew member
Gives more weight to consistent performance across multiple jobs
Prevents limited review data from skewing results
If two crew members have the same weighted average, they are listed alphabetically.
Default Time Period
By default:
Scoreboard metrics display data from the first day of the current month through today
The visible date range can be adjusted
Summary metrics at the top always reflect the current month
This keeps performance tracking timely and relevant.
Understanding Scoreboard Ratings
Each crew member’s row includes:
Average rating (out of five stars)
SmartMoving Only ratings from internal Move Review Surveys
Public ratings from external platforms (ORM subscribers only)
Public ratings are color-coded:
Green for ratings of four stars or higher
Red for ratings below four stars
This allows for quick performance assessment at a glance.
Sorting and Filtering the Scoreboard
You can customize the Scoreboard view by:
Sorting by rank or crew member name
Filtering by review type (internal, public, or both)
Searching for a specific crew member
Applying a custom date range
These tools help you focus on the data that matters most.
Viewing a Crew Profile
To view detailed performance data for a crew member:
Click the crew member’s name on the Scoreboard
A side panel opens with that crew member’s Crew Profile.
Crew Profile Metrics
Each Crew Profile displays detailed performance metrics, including:
Number of jobs completed today
Total number of ratings received
Average SmartMoving Only rating
Average public rating (ORM subscribers only)
Number of positive ratings (four stars or higher)
These metrics provide a deeper view into individual performance beyond the Scoreboard ranking.
Reviewing Feedback for a Crew Member
Crew Profiles include a list of associated reviews, allowing you to:
View SmartMoving Only and public reviews
Sort feedback by positive or negative sentiment
Click a review to open it directly in the Reviews Inbox
This makes it easy to understand the context behind ratings and take action when needed.
How Reviews Affect Crew Metrics
Only reviews that are linked to a job or crew member contribute to performance metrics.
If a review is not linked automatically:
You can manually assign it to a crew member
Performance metrics update once the review is linked
This ensures accurate reporting and fair performance tracking.
ORM vs Non-ORM Access
For customers without ORM enabled:
Only SmartMoving Only review data is visible
Public review metrics are blurred or unavailable
Filtering by public reviews is disabled
Upgrading ORM unlocks full visibility into public feedback and advanced performance insights.
Best Practices for Using the Crew Scoreboard
Review crew performance regularly
Use detailed feedback during coaching sessions
Recognize consistently high-performing crew members
Address negative trends early to prevent repeat issues
Combine Scoreboard data with review insights for context
What’s Next?
To get even more value from crew performance data, explore:
Review-based incentives and bonuses (where available)
Review insights and AI summaries
These tools help turn performance data into meaningful action.