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The difference between smooth days and constant fires? Consistent execution.
That’s exactly what a crew scorecard creates.
Profitable moving companies use a crew scorecard to turn move-day chaos into repeatable quality—fewer claims, better reviews, and tighter margins—without turning managers into babysitters.
No micromanaging. Just the right numbers, tracked the right way.
💪Turn chaos into control. Get the free Crew Scorecard (Google Sheets template) and start tracking today.
Top crew scorecard metrics to track
These are the crew scorecard metrics smart operators rely on to protect margin and coach effectively.
| Metric | Target | What it matters |
| On-time arrival rate | 95%+ | Late starts cascade overtime, rushed work, and claims |
| Job start compliance | 98% clock-in within 15 min | Creates a clean, auditable timeline for payroll and billing |
| Job duration variance | ±10% vs. estimate | Flags pricing issues, scope creep, and training gaps |
| Customer rating (CSAT) | 4.7+ | Drives reviews, referral, and repeat business |
| Crew error incidents | <1 per 20 jobs | Preventable damage kills margins fast |
| Upsell capture rate | Optional | Add-ons lift profit without adding labor |
| SOP Compliance | 100% | Photos and checklists protect you from disputes |
1. On-time arrival ⏲️
- Track: First GPS ping at the customer address vs. scheduled time
- Target: 95%+
- Action: Standardize morning prep and automate ETAs
Late starts don’t stay small. They turn into paid idle time, rushed packing, and angry customers. Fix mornings and you fix margin.
2. Job start compliance ✅
- Track: Clock-in within 15 minutes of schedule
- Target: 98%
- Action: Require clock-in with first arrival photo
Clean start times tighten payroll, protect billing, and shut down disputes before they start.
3. Duration variance ⌛
- Track: Actual job time vs. estimate
- Target: ±10%
- Action: Review variance weekly with ops and sales
High variance isn’t just a crew problem—it’s usually a pricing or scoping problem. A good crew scorecard exposes both.
4. Customer rating (CSAT) ⭐
Review variance weekly with ops and sales
- Track: Post-job rating (1-5)
- Target: 4.7+
- Action: Automate review requests and reward consistent 5-star performance
Movers with strong review systems see up to 30% more inbound leads. Reputation compounds.
5. Crew error incidents 🚫
- Track: Preventable damage or missing items
- Target: <1 per 20 jobs
- Action: Enforce photo checklists, padding protocols, and pre-lift planning
In our survey of 450+ movers, only 29% keep claims under 1%. Tight systems put you in that group.
6. Upsell capture rate 💵
- Track: Jobs with add-ons (valuation, packing, materials)
- Target: 15-25% of jobs with onsite upsells
- Action: Prompt, confirm, and log add-ons at arrival via the crew app
No hard selling. Just good service. Valuation and packing are high-margin wins when logged correctly.
7. SOP compliance 📋
- Track: Required steps completed (photos, notes, signatures)
- Target: 100%
- Action: Make SOP misses visible and coach them consistently
SOPs aren’t paperwork—they’re profit protection. A crew scorecard keeps them from slipping.
Weekly crew review: Keep it simple
You don’t need a meeting marathon. A quick ops recap or 1:1 covers it.
- Jobs completed
- Late starts
- Average CSAT
- Error incidents
- SOP pass/fail
- Bonus triggered
Coach what you see repeatedly.
👏 Public props. 🔧 Private tune-ups.
Bonuses that actually change behavior
Pay for outcomes customers feel and margins reflect.
- 5-star bonus: $25/week if CSAT ≥ 4.8
- Zero-issue bonus: $50/month for no reported issues
- Team player bonus: Peer-nominated (up to $50)
When your crew scorecard ties to pay, attention follows.
How to roll this out without blowing it up
- Make it visible: Simple leaderboard beats hidden reports
- Coach with proof: Data, documents, phots—not opinions
- Close the loop: High duration variance? Retrain estimators, not crews
- Tie to payroll: No SOP compliance = no bonus eligibility
Clear. Fair. Consistent.
Benchmarks to sanity-check your operation
- Median crew wage: $22/hour
- Average claims rate: 2.5% of jobs result in a claim
- Annual crew turnover: 10% or less
If you’re off, don’t panic. Tighten process before throwing money at it.
Tighter execution beats bigger crews
You don’t need more people to get better results. You need tighter execution.
A simple crew scorecard turns:
- Guesses into coaching
- Coaching into consistency
- Consistency into profit
Ready to make move-day run like a Swiss watch instead of a fire drill?
SmartMoving connects pricing, dispatch, crew, reviews, and payroll—so the scorecard fills itself and your team focuses on the work.
See it live.👇
Crew scorecard FAQs
Q: How often should we review crew performance metrics?
- Daily: Start-time compliance, SOP pass/fail
- Weekly: CSAT, duration variance, incidents
- Monthly: Bonuses and trends by crew
Q: What if my crew feels like they’re being watched?
Reframe it. This isn’t surveillance. It’s a highlight reel. When good work gets recognized, morale goes up.
Q: Our reviews are great, but claims are high. Why?
Ratings measure how problems are handled. Claims measure how often they happen.
Fast payouts protect your reputation, but they don’t fix the root cause. To prevent repeat issues, coach the process, enforce clear SOPs, and document incidents with photo proof.
Q: Should we forgive SOP misses if the job went fine?
No. SOPs prevent future problems—not just today’s. Reward both quality and compliance.
Q: How do we prevent gaming the numbers?
Use mixed metrics—time, photos, CSAT, and incidents. One number can be gamed. A system can’t.
