Who can do this: Users with Admin and Manager Roles
Scorecards and its purpose
Scorecards provide managers, enablement, and reps the ability to rate and give feedback on a specific meeting. This structured review mechanism provides consistency in feedback criteria and data that teams can use to better coach and increase their team performance.
From a management perspective, scorecards enable sales leaders to rank their reps in order to see who needs more engagement and support and who can take on more difficult leads.
Why is feedback necessary?
Rafiki helps identify areas where reps need coaching and offers several ways to provide feedback:
structured feedback through scorecards along with in-depth analytics
unstructured feedback through comments on meetings.
Structured feedback is an important method to deliver coaching to team members. Scorecards allow managers and enablement to hone in on explicit coaching opportunities and then ensure that others across the team can learn from the best examples.
Sales leaders, managers, and enablement pros have limited visibility into the:
Whether or not coaching is taking place
Whether or not the reps are putting that coaching into practice
Whether or not the coaching is having an impact on rep performance
Rafiki allows you to create scorecard templates each with a set of questions geared to evaluate meetings on a scale of 0-5 or N/A (used when the question is not applicable to the template). The score helps distinguish between successful meetings and ones that need improvement. The questions in the scorecard focus on different aspects of the meeting to provide clear, detailed feedback.
Scorecards are customizable so that the specific elements can be tailored to your specific use case. There can be multiple scorecards assigned to a meeting.
Scorecards can kickstart team growth from as early as new hire onboarding and can then be used strategically throughout the rep’s lifetime to help build a coaching culture within your organization. A best practice would be to identify areas in your sales cycle where reps are falling short and develop scorecards around it to gather data from structured feedback and provide targeted ways to improve performance.
Scorecard Template Examples
Some examples where scorecards can be extremely useful:
Cold Calls - SDR
Discovery Calls - SDR
Product Demos - AE
Trial Kickoff - AE
Trial Checkin - AE
Onboarding - Account Management
Kickoff Call - CSM
Here are a few sample scorecards:
Potential scorecard questions
SDR: Cold Calls
SDR: Discovery Calls
Product Demo - AE
Trial KickOff - AE
Trial Checkin - AE
How to create a scorecard template
Now that you have an idea of what types of scorecards you want to build, let’s walk through the steps of building out a scorecard.
IMPORTANT NOTE: You must be a Rafiki user with Admin or Manager Role in order to create a scorecard template.
Navigate to Settings> General > Manage Scorecards.
The default scorecard templates, as well as any scorecards you created, are shown in the dropdown at the top.
At the top right, click on Add New Scorecard or Clone Scorecard.
Enter the scorecard’s name and press Enter.
Click on Add Questions, at the top of the scorecard, enter the question, and save. By default, all questions have a 0-5 star rating.
Enter the weights for each question (Default set to 1). The weights are used in computing the Weighted Average Score for the call.
All scorecards will have the overall question "How would you rate this call" scored on a scale of 0-5 stars, and this cannot be changed.
By default, new scorecards are disabled, and set to appear for all meetings only after they have been published, Adding a question to the scorecard automatically saves it.
Click Publish Scorecard to save your changes. We recommend publishing the scorecard only when finalized and avoiding making changes to it once it has been published.
Published scorecards will be available in Meetings > View Scorecard modal. Users with manager and admin roles can score meetings.