Customer Scorecards – Valkre

Help Guide

Customer Scorecards

Account Settings › Customers › Customer Scorecards

Overview

Customer Scorecards are structured, question-based assessment tools that account managers use to evaluate account health, relationship quality, or strategic readiness. Each scorecard is built from a template defined here and then assigned to one or more Customer Types, making it available within customer records.

Scorecards use a weighted scoring system — each question carries a point value, and the total score is mapped to a configurable set of performance bands (Lowest, Low, Medium, High, Highest) that give users an at-a-glance health rating.

How Scorecards Flow Into the Platform

Account Settings

Customer Scorecards

→Build templates

Customer Types

Scorecards tab

→Assign to type

Customer Records

Used by account mgrs

NOTE

A scorecard template created here will not appear on any customer record until it has been assigned to a Customer Type. Navigate to Account Settings → Customers → Customer Types → [select a type] → Scorecards tab to activate it.

To reach the Customer Scorecards screen:

Navigate to Account Settings.
Click the Customers tab at the top.
Select Customer Scorecards in the left sidebar.

Page Layout

The Customer Scorecards screen has two tabs: Templates and Labels.

Tab	Purpose
Templates	The main list of all scorecard templates. Create, edit, and manage individual scorecards from here.
Labels	Define the global default column labels used across all scorecards (Question, Answer, Weight). These labels appear as the column headers when users fill out a scorecard on a customer record.

Templates Tab

The Templates tab displays all scorecard templates in your Valkre environment. Each row in the list represents a complete scorecard that can be assigned to a Customer Type.

Template List Columns

Column	Description
Name	The display name of the scorecard template (e.g., New Launch, Strategic Partnership).
Question	The number of questions configured in this scorecard template.
Created Date	The date the template was originally created.
Active	A green checkmark indicates the template is active and available for assignment to Customer Types. No checkmark means the template is inactive.

TIP

Click any template name in the list to open and edit it. Click + New to create a new scorecard template from scratch.

Scorecard Template Detail

Clicking a template name (or creating a new one) opens the Customer Scorecard Template editor. This is where the full scorecard structure is defined.

Header Fields

Field	Description
Name	The scorecard’s display name as it will appear in the Customer Types Scorecards tab and on customer records.
Inactive	When checked, the template is deactivated and will no longer be available for selection in Customer Types or on customer records. Existing completed scorecards are unaffected.
Show Score	When checked, the calculated total score is displayed to users after they complete the scorecard. When unchecked, only the performance band label (e.g., “Success”) is shown, not the numeric score.

Score Bands

Score bands define the five performance levels that map to a range of total scores. Each band has a label (the name users see) and a tooltip (the score range that triggers it). Bands are color-coded and display in order from lowest to highest.

Lowest	Low	Medium	High	Highest
LowestScore < 20	LowScore 20 to 40	MediumScore 40 to 60	CloseScore 60 to 80	SuccessScore > 80

Band	Color	Field: Label	Field: Tooltip	Purpose
Lowest	Red	The name shown when scores are at the lowest level (e.g., “Lowest”).	Describes the score range (e.g., “Score < 20”).	Signals critical attention needed.
Low	Orange	The name shown for low scores (e.g., “Low”).	Describes the score range (e.g., “Score between 20 and 40”).	Signals below expectations.
Medium	Grey	The name shown for mid-range scores (e.g., “Medium”).	Describes the score range (e.g., “Score between 40 and 60”).	Signals average or developing.
High	Blue	The name shown for high scores (e.g., “Close”).	Describes the score range (e.g., “Score between 60 and 80”).	Signals strong performance.
Highest	Green	The name shown when scores reach the highest level (e.g., “Success”).	Describes the score range (e.g., “Score > 80”).	Signals excellent performance.

TIP

Make your band labels meaningful and action-oriented. For example, “At Risk”, “Developing”, “On Track”, “Strong”, “Excellent” communicates more clearly to account managers than generic labels like Low/High.

Questions

Questions are the individual scored items within the scorecard. Each question is displayed as a numbered row with its title and point value. Questions are grouped into sections using the + Section button.

Element	Description
Question number	The sequential order of the question within the scorecard. Reorder by dragging rows.
Question title	The question text displayed to account managers (e.g., “Total Revenue Opportunity?”).
Point value	The maximum number of points this question contributes to the total score. Displayed on the right side of the question row.
Expand arrow	Click to expand a question and view or edit its answer options and individual point values.

Action Buttons (Template Detail)

Button	Action
Back	Returns to the template list without saving changes.
Delete	Permanently removes this scorecard template. Active scorecards assigned to Customer Types will be unassigned. This cannot be undone.
+ Section	Adds a section header to group related questions together within the scorecard.
+ Question	Adds a new question row to the scorecard.
Save	Saves all changes to the template including name, score bands, and questions.

WARNING

Deleting a scorecard template removes it from all Customer Types it is assigned to. Any completed scorecard data on existing customer records may be affected. Use the Inactive checkbox to retire a template without losing historical data.

Labels Tab

The Labels tab defines the global default column headers displayed when account managers complete a scorecard on a customer record. These labels apply across all scorecard templates.

Label Field	Default Value	Description
Question	Question	The column header for the question text column on the scorecard form.
Answer	Answer	The column header for the answer/response column.
Weight	Weight	The column header for the point value column.

NOTE

The Labels tab sets the terminology used on the scorecard form visible to account managers. Update these if your organization uses different language (e.g., “Criteria” instead of “Question”, or “Points” instead of “Weight”). Changes apply globally to all scorecards.

TIP

Click Save after updating any labels to apply the changes across all scorecard templates.

Creating a New Scorecard Template

Follow these steps to build a new scorecard from scratch.

1	Click + New Click the + New button in the top-right corner of the Templates tab. The Customer Scorecard Template editor opens with a blank template.

2	Enter the Template Name Click the Name field and enter a clear, descriptive name (e.g., “New Launch”, “Strategic Partnership”). This name will appear in the Customer Types Scorecards tab and on customer records.

Configure Score Bands

Enter a Label and Tooltip for each of the five score bands: Lowest, Low, Medium, High, Highest.
Label: the name users see when their score falls in this band (e.g., “At Risk”, “On Track”, “Success”).
Tooltip: the score range that triggers this band (e.g., “Score < 20”, “Score between 40 and 60”).
Decide whether to check Show Score — shows the numeric total to users if enabled.

4	Add Sections (Optional) Click + Section to add a named group header above a set of related questions. Enter a section name (e.g., “Relationship Health”, “Strategic Alignment”). Sections help account managers navigate longer scorecards.

5	Add Questions Click + Question to add a new question row. Enter the question text and its point value (weight). Continue adding questions until the scorecard is complete. Questions are numbered automatically. The total of all question point values determines the maximum possible score.

6	Save Click Save to store the template. The template now appears in the Templates list and is ready to be assigned to a Customer Type.

NOTE

Total score = sum of all question point values. Make sure your score band thresholds align with the total. For example, if the total possible score is 100 points, “Score > 80” for the Highest band makes sense. If the total is 50, adjust your band thresholds accordingly.

Assigning a Scorecard to a Customer Type

Once a template is created, it must be assigned to one or more Customer Types before account managers can use it.

1	Navigate to Customer Types Go to Account Settings → Customers → Customer Types. Select the Customer Type you want to update.

2	Open the Scorecards Tab Click the Scorecards tab within the Customer Type editor.

3	Activate the Scorecard Scorecards not yet assigned appear in the Unused section. Drag the scorecard from Unused to Used.

4	Save Click Save within the Customer Types editor. The scorecard is now available on customer records of that type.

NOTE

Each Customer Type independently controls which scorecards are active. A scorecard template can be assigned to multiple Customer Types simultaneously.

Best Practices

Align score band labels with your team’s language. Labels like “At Risk”, “Developing”, “On Track”, and “Strong” are more actionable than generic Low/High labels.
Keep question point values consistent within a scorecard. If all questions are worth the same number of points, scoring is easier to interpret. Use varying weights intentionally to emphasize strategically important questions.
Verify that your score band thresholds match the actual total possible score. If the maximum score is 100 but your Highest band starts at 80, account for the gap in the other bands.
Use sections to group questions by theme on longer scorecards. This makes completion faster and results easier to review.
Use the Inactive checkbox to retire old scorecards rather than deleting them. Inactive templates preserve historical scorecard data on existing records.
Coordinate scorecard creation with Customer Type administrators. A template created here is only useful once assigned — ensure both steps are completed.
Review scorecard results periodically. If most accounts consistently score Highest or Lowest, the questions or thresholds may need recalibration.

Frequently Asked Questions

What is the difference between a scorecard template and a completed scorecard?

A template is the administrator-defined structure — the questions, point values, and score bands. A completed scorecard is when an account manager fills out the template for a specific customer, entering answers and generating a total score. Templates are configured here; completed scorecards live on individual customer records.

Can I use the same scorecard template across multiple Customer Types?

Yes. A scorecard template can be assigned to as many Customer Types as needed. Go to Customer Types → Scorecards tab for each type and drag the template into the Used section.

What happens to completed scorecards if I edit the template?

Editing a template (e.g., changing question text or point values) affects future completions. Existing completed scorecards on customer records retain the data as it was at the time of completion and are not retroactively updated.

What does Show Score do?

When Show Score is checked on a template, account managers see the numeric total score (e.g., 74 out of 100) after completing the scorecard, in addition to the band label. When unchecked, only the band label (e.g., “Close” or “Success”) is displayed. Use Show Score when the numeric value adds meaningful context; hide it when the band label alone is sufficient.

What happens if I delete a scorecard template?

Deleting a template removes it from the global library and unassigns it from any Customer Types. Historical scorecard completions on customer records may be affected. Always use the Inactive checkbox to retire a template rather than deleting it.

Can I reorder questions after they have been created?

Yes. Questions can be reordered by dragging them within the template editor. Click Save after reordering to preserve the new sequence.

How do I calculate appropriate score band thresholds?

Add up the maximum point values of all questions to find the total possible score. Then divide that range into five bands. For example, with a total of 100 points: Lowest < 20, Low 20–40, Medium 40–60, High 60–80, Highest > 80. Adjust the thresholds to reflect your organization’s expectations — you may want a tighter Highest band if the scorecard is used for rigorous qualification.