Vendor Performance Tracking
How the reliability, responsiveness and quality scores are calculated — and which of them actually move.
The Performance Scorecard on a vendor's Overview tab shows three scores out of 100 — Reliability, Responsiveness and Quality — plus an overall figure. With nothing logged it says No Performance Data Yet.
Each score is worked out from data the system already has, not from anything you fill in. Which means the honest question is not what they measure but what actually feeds them, and that varies a lot between the three.
Reliability
On-time arrivals as a share of all arrivals: on time ÷ (on time + late + no-shows), as a percentage.
Arrivals are recorded in Pulse Mode on the day. When a coordinator marks a vendor as arrived, the time is compared against the expected arrival on the assignment and logged as on time or late. Nothing else creates these records.
So reliability reflects one thing: whether your team is running Pulse Mode on wedding days. A venue that does not use it will never see this score move.
Responsiveness
The formula exists — the average reply time in minutes, scaled so that faster is higher.
In practice it never fills in. Nothing in the product records a reply time, so there are no samples to average and this score stays blank. Logging a communication on the vendor record does not feed it.
Worth knowing before you read the scorecard as a complete picture: the overall score is the average of whichever scores exist, so today that is reliability and quality, not three things.
Quality
The vendor's average review rating, converted to a 100-point scale.
Only reviews left by a couple update that average. A review submitted by your own team is stored against the vendor and shows on the Reviews tab, but it does not recalculate the average rating — so it does not move the quality score.
That is the opposite of what you would expect, and it matters when you are deciding what to ask your team to do after an event. Staff reviews are still worth capturing as a record; just do not expect the scorecard to react to them.
What gets recorded, and when
| Event | When |
|---|---|
| Booking | A vendor is assigned to a wedding |
| Arrival, on time or late | Marked in Pulse Mode on the day |
| Issue raised | An issue is logged against the vendor in Pulse Mode |
| Issue resolved | That issue is closed |
There is no screen for adding a performance event by hand.
Reviews
The Reviews tab shows Average Rating, Total Reviews, Would Recommend and Review Sources, with each review broken into Quality, Timeliness, Communication and Value, and a recommendation yes or no.
Couples review vendors from their Planning Hub, where those ratings also appear publicly against the vendor.
Reading the scorecard honestly
Given the above, treat it as two working signals rather than three:
- Reliability is real if you use Pulse Mode.
- Quality is real if couples review.
- Responsiveness is not populated.
A vendor with no scores is not a bad vendor — it is a vendor nobody has recorded anything about.
Practical use
- Run Pulse Mode on the day. It is the only thing that creates arrival history.
- Ask couples to review vendors in their Planning Hub; that is what moves quality.
- Keep logging staff reviews for the written record, and judge them by reading them rather than by watching the score.
Frequently Asked Questions
Why is Responsiveness blank? Nothing records vendor reply times, so it has nothing to average.
I reviewed a vendor and the score did not change. Why? Staff reviews do not recalculate the average rating. Couple reviews do.
Can vendors see their scores? No. Scores are internal. Couples see public review ratings on a vendor in their Planning Hub.
How many events before a score means anything? Reliability is a percentage, so one late arrival out of two bookings reads as 50%. Give it a season before drawing conclusions.
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