Carrier scorecards

What Carrier scorecards shows

Carrier scorecards is the compliance side of your reputation, the numbers a carrier or TPA tracks on you directly rather than what a customer posts publicly. Every restoration program has one: a response-time window, a documentation-completeness bar, a rework rate they watch, a complaint rate they will not tolerate past a point. This subsection is where Verinode lays those metrics out against the target each one was measured against, so you can see, carrier by carrier, whether you are meeting the bar or falling short of it, without waiting for a formal notice to find out.

It is also the raw ingredient behind one of Reputation's more useful reads: the gap between what a carrier's own scorecard says about you and what your customers are actually saying in their reviews. That comparison, covered near the end of this article, only works because this subsection exists to feed it.

Verinode does not invent these numbers. Every row here traces back to an actual value and (when the carrier published one) an actual target, pulled from a scorecard you forwarded or uploaded. Nothing is estimated or smoothed.

Where to find it

Open Reputation from the sidebar at iq.verinode.ai/reputation. Carrier scorecards lives inside the How you're doing card, the middle tab of the three-tab overlay (Reviews, How you're doing, Findings).

Two ways in:

• Click the How you're doing tile in the Overview row on Reputation home, then scroll to the Carrier scorecards subsection.
• If a Carrier Scorecards source tile or entry point is showing, clicking it opens the same overlay already scrolled to this subsection, so you land directly on it instead of hunting for it inside the full standing card.

Carrier scorecards sits between Carrier vs customer gap above it and Customer surveys below it, in that order: your composite score and per-platform breakdown come first, then how you compare to peers, then the carrier-versus-customer gap (when one exists), then this subsection, then customer surveys, then your reputation task checklist.

What you see: one row per scorecard metric

Each row in the list is a single metric, for a single carrier, for a single reporting period. A carrier that reports three metrics shows up as three rows, one per metric, not one combined row. The list is not grouped or paginated, it prints every scorecard row Verinode has for you.

Each row shows:

• Carrier name, on the left, in bold. A scorecard Verinode could not match to a known carrier reads "Unnamed carrier" instead of a blank.
• Metric, humanized underneath the carrier name, for example "Rework Rate" or "Complaint Rate", alongside the period the row covers, written as "period start → period end." The period is the exact reporting window the carrier's own scorecard covered, not a rolling 30 or 90-day window Verinode picked.
• Actual value, on the right, in bold. This is the number the carrier's scorecard reported for you on that metric, for that period.
• Target value, in smaller type right after the actual value, formatted as "actual / target" (for example, "6 / 5"). This only shows when the carrier's scorecard published a target for that metric. When no target came through, only the actual value shows, with no slash and no second number.
• Status tag, underneath the actual/target pair: Meeting target in green, or Below target in red. This only appears when a target exists to grade against. A metric with no published target shows no status at all, there is nothing to compare it to.

Meeting target vs. below target, and why direction matters

Whether "meeting target" means your number is higher or lower than the target depends on the metric, and Verinode reads that direction correctly rather than doing a blind numeric comparison.

Two metrics are graded lower is better:

• Rework Rate
• Complaint Rate

For these two, you are Meeting target when your actual value is at or below the target. A 4% rework rate against a 6% target reads Meeting target, because for this metric, less is better.

Every other metric Verinode sees on a carrier scorecard, response time, documentation completeness, moisture-reading cadence, photo documentation, drying-log cadence, supplement approval rate, is graded higher is better: you are Meeting target when your actual value is at or above the target.

This is a straight actual-vs-target read, at or better than target is Meeting, anything short of it is Below. It does not distinguish between narrowly missing a target and missing it badly, one status line covers the whole range below target. If you want a finer-grained read on the same underlying scorecard data, with a middle "at risk" tier and the exact ratio your actual sits at against the target, see SLA & Programs on a carrier's own detail card under Clients, which reads the identical carrier_compliance_tracking rows at a per-carrier level with three status tiers instead of two.

Where this data comes from

Carrier scorecards are not something you fill in on this page. They land here the same way most compliance and reputation data reaches Verinode: you forward the scorecard email from the carrier, or upload the scorecard document through Add Data, and Verinode's extraction reads the metrics, matches the carrier by name, and writes each metric as its own row with whatever actual and target values the carrier published. See Clients and carriers for the fuller carrier and TPA relationship this data sits alongside, and Forwarding documents for how a scorecard email or PDF actually reaches Verinode.

How this feeds the carrier vs customer gap

Directly above Carrier scorecards in the "How you're doing" card sits Carrier vs customer gap (only visible when Verinode has flagged one). That comparison exists because Verinode reads two sides of the same relationship: what a carrier's own scorecard says about your performance on their metrics, and what your customers are actually saying in their public reviews for jobs tied to that same carrier. The scorecard rows on this page are the carrier side of that comparison; your reviews and customer surveys are the other side.

When a carrier's scorecard reads solid, on track, meeting its own targets, but customers on jobs from that carrier are rating you meaningfully lower and naming specific complaints, that is a gap worth closing before it eventually shows up in the carrier's own numbers too. A scorecard measures documentation and process. A review measures how the job actually felt to the person living through it. They usually move together; when they diverge, it is worth knowing which carrier and which topics are behind it. See Your Trust Score and How you're doing for the full walkthrough of that gap subsection and what its rows show.

Empty state

If no carrier scorecard data has flowed in yet, the subsection reads:

"No carrier scorecard data yet. Log carrier-side metrics in Clients and they show up here as the input to the carrier ↔ customer wedge."

This is not a broken screen or a paywall, it means Verinode has not received a carrier scorecard for you to read yet. Forward a scorecard email or upload one through Add Data, and rows begin appearing here on the next extraction pass, matched to the carrier they came from.

Best-practice example

Say your Trustpilot reviews for a particular TPA's jobs have been running lower than usual, but that TPA's own scorecard, showing here in Carrier scorecards, reads Documentation Completeness at 96% against a 95% target (Meeting target) and Response Time inside its window. On paper you are compliant. If Verinode has enough signal on both sides to flag it, a Carrier vs customer gap row appears above this subsection naming that TPA and the topics customers are mentioning, response time or cleanup, for example, even though the scorecard itself looks fine. That is the moment to treat the scorecard as necessary but not sufficient: keep the metrics you are already meeting, and go read the actual reviews behind that TPA's jobs before the gap shows up as a real number on their next scorecard period.

Data sources

Related: Your Trust Score and How you're doing, Reputation section overview, SLA & Programs: are you meeting carrier service levels, Clients and carriers, Forwarding documents, The decision workspace.