Accessing Rating Criteria
- Go to Organization Settings
- Click Positional Excellence in the sidebar
- Select the Rating Criteria tab
How Criteria Work
What Are Rating Criteria?
Criteria are the specific skills or behaviors you evaluate when rating someone. Each position has exactly 5 criteria.Example: iPOS
| # | Criterion | Description |
|---|---|---|
| 1 | Smile & Shine | Wave high, greet warmly, and set the tone with joy. Use the Core 4 for every guest interaction—it’s their first impression of us. |
| 2 | Catch Every Detail | Get names, cars, plates, and lanes right—every time. |
| 3 | Lead, Offer, Repeat | Lead the guest in the ordering (actively using the guest name), offer to scan the app, offer seasonal items & ask to make EVERY order large, & repeat it back line by line. |
| 4 | Close Gaps & Call It Out | Keep the line tight, speak loud & clear, help the team flow. |
| 5 | Friendly Farewell | Ask if there’s anything else you can do to serve our guests and send them off with a warm ‘See you again soon.’ This is the most impressionable role in the entire guest experience—make it count! |
Setting Up Criteria
1
Select the Position
Use the dropdown at the top to choose which position you’re configuring.
2
Enter Criterion Names
For each of the 5 slots:
- Enter a short, clear name
- Keep it to a few words (e.g., “Speed”, “Food Quality”, “Friendly Fairwell”)
3
Add Descriptions
For each criterion, write a description explaining:
- What this criterion measures
- What good performance looks like
- Specific behaviors to observe
4
Save
Changes auto-save when you click away or switch positions.
Writing Good Criterion Names
Keep It Short
1-2 words is ideal. Names appear in tables and reports.
Be Specific
“Order Accuracy” is better than “Quality”
Make It Observable
Focus on things you can actually see and measure
Keep Them Distinct
Each criterion should measure something different
Writing Good Descriptions
Descriptions appear in the rating form to help raters be consistent.What to Include
- What you’re measuring - Be specific about the skill or behavior
- What each level looks like - Help raters know when to give a 1, 2, or 3
- Examples - Concrete behaviors to look for
Common Criteria Categories
Most positions include criteria from these categories:| Category | Examples |
|---|---|
| Speed/Efficiency | Speed, Pace, Timing, Throughput |
| Quality | Accuracy, Consistency, Attention to Detail |
| Standards | Cleanliness, Safety, Following Procedures |
| People Skills | Communication, Teamwork, Guest Interaction |
| Knowledge | Product Knowledge, Systems, Problem Solving |
Updating Existing Criteria
If you change criteria for a position that already has ratings:- Historical and new ratings use the updated criteria
- Averages continue to calculate normally
Positions Without Criteria
If a position doesn’t have criteria set up:- It won’t appear in rating forms
- You can’t submit ratings for that position
- You’ll see 5 empty slots when you select it
Troubleshooting
Position isn't showing up in rating form
Position isn't showing up in rating form
Make sure all 5 criteria have names. Even if descriptions are optional, names are required for the position to be ratable.
Wrong criteria showing up
Wrong criteria showing up
Double-check that you selected the correct position in the dropdown. Similar position names can be confusing.
Criteria aren't saving
Criteria aren't saving
Click outside the field to trigger auto-save. If the issue persists, refresh the page and try again.