What it is
The partner scoring system is an automated monthly evaluation that measures how well collection partners perform across key dimensions. The system calculates a Quality Score from 0 to 100 by combining five performance components, then applies engagement multipliers to produce a Final Score.
The five components and their weights are:
Component | Weight | What it measures |
Ratings | 35% | Client satisfaction via star ratings after case closure |
Collection | 25% | Recovery rate compared to a 25% target |
SLA | 15% | Task completion timeliness against deadlines |
Compliance | 15% | Impact of upheld complaints on partner conduct |
Support | 10% | Thumbs up/down feedback from chat interactions |
Scores are calculated automatically on the 1st of each month using all historical data, with recent performance weighted more heavily than older results.
Why it matters
The scoring system exists to ensure quality and accountability across the partner network. It provides a standardized way to evaluate partner performance and helps maintain service quality for clients using the platform.
Your score reflects how effectively you recover debts, how satisfied clients are with your work, and how reliably you meet deadlines and respond to platform requirements. Maintaining a strong score demonstrates your commitment to quality collection services.
Quality Score calculation
Each component produces a score from 0 to 100. The system then calculates your Quality Score using the weighted formula:
Quality Score = (Collection x 25%) + (Ratings x 35%) + (Support x 10%) + (SLA x 15%) + (Compliance x 15%)
Component details
Collection Score (25%) - Compares your recovery rate against a 25% target. Recovery is calculated as the amount collected divided by the principal claim amount on closed cases. Recovering 25% or more of principal earns a score of 100.
Ratings Score (35%) - Based on client satisfaction ratings collected after case closure. Clients rate both the outcome and your communication on a 1 to 5 star scale, plus a private recommendation score (0 to 10). Higher ratings lead to higher scores.
Support Score (10%) - Measures the percentage of positive (thumbs up) feedback from chat interactions with clients. A higher thumbs up rate produces a higher score.
SLA Score (15%) - Tracks how quickly you complete tasks relative to their deadlines. On-time completion earns full points; being 7 or more days late results in zero points for that task. Different task types have different weights: case verification tasks count most heavily (60%), followed by chat replies (25%) and survey responses (15%). See Tasks for more on meeting SLA deadlines.
Compliance Score (15%) - Starts at 100 and decreases based on upheld complaints from the past 12 months. Deductions depend on severity: minor issues deduct 5 points, medium issues deduct 15 points, and severe issues deduct 40 points. Dismissed complaints have no impact. For complaint handling, see handling disputes with clients.
Engagement multipliers
Beyond the Quality Score, the system applies engagement multipliers that enforce participation requirements. Currently, the Case Engagement Multiplier tracks whether you accept or ignore assigned cases.
The multiplier is calculated as: Approved cases / (Approved + Ignored cases) over the past 90 days.
If you approve all assigned cases, your multiplier is 1.0 (no penalty). If you ignore cases without declining them, the multiplier reduces your final score proportionally. Legitimate declines are excluded from the engagement calculation, so declining a case does not penalize you.
The Final Score is: Quality Score x Case Engagement Multiplier
Aging and recency
The system applies aging weights to prioritize recent performance:
Data age | Weight multiplier |
0 to 90 days | 1.5x (most recent) |
91 to 180 days | 1.2x |
181 to 365 days | 1.0x (baseline) |
366 to 730 days | 0.5x |
Over 730 days | 0.2x (historical) |
This means your recent work counts more toward your score, allowing you to improve your standing by performing well now.
Baseline scores for new partners
New partners start with baseline scores rather than zeros. The system uses a Bayesian approach that blends real data with virtual baseline data, so your score transitions smoothly as you build a track record. As you accumulate more cases, ratings, and task completions, the baseline fades and your real performance dominates.
Starting baselines by component:
Collection: 100 (assumes target recovery rate)
Ratings: 70 (equivalent to 3.5 out of 5 stars)
Support: 75 (assumes 75% positive feedback)
SLA: 80 (assumes 80% on-time completion)
Compliance: 100 (innocent until a complaint is upheld)
Score thresholds and colors
The platform uses a three-tier color system to indicate performance levels:
Score range | Color | Meaning |
70 to 100 | Green | Meeting or exceeding expectations |
50 to 69 | Black | Acceptable, with room for improvement |
0 to 49 | Red | Below threshold - needs attention |
This color system applies consistently across all metrics on your performance dashboard.
Confidence levels
Each score component includes a confidence level based on available data:
High - Substantial data available; score is reliable
Medium - Moderate data; score is becoming reliable
Low - Limited data; score may shift as more data accumulates
When your real data count is still lower than the baseline virtual count, confidence displays as Low even if you have some data. This indicates your score is still partly baseline-driven.
Recovery rate target
The Collection Score uses a 25% recovery rate as the target for a perfect score. This means recovering 25% or more of the principal claim amount on average earns you 100 points for that component.
SLA expectations
Tasks should be completed by their deadline. On-time completion earns full points. Being late reduces your SLA score gradually, and being 7 or more days late results in zero points for that task.
Where to find your scores
View your performance metrics on the Reports page in the Partner Portal. The page displays your scores across four sections:
Collection Rate and Reports - Collection Score, confidence level, recovery rate, and average days to payment
Ratings by clients - Ratings Score, average outcome and communication stars, total ratings, and any ratings needing response
Complaints and compliance score - Compliance Score, complaints with impact, response rate, and open complaints
Support Chat Quality - Chat Feedback Score, confidence level, and feedback breakdown
Each section highlights the main score in a featured card, with supporting metrics providing additional context.