Understanding Scores
Scout automatically tracks two key metrics for every volunteer: their engagement score and their health score. Together, these give you a clear picture of how each person is doing — and where your team might need attention.
Engagement Score
The engagement score (0–100) measures how consistently a volunteer is showing up and participating. It’s based on three factors:
- Check-in frequency — How often they’re checking in relative to their pattern
- Feedback participation — Whether they’re sharing feedback after serving
- Recency — A boost for recent activity (so scores reflect current behavior, not ancient history)
Scout looks at a rolling 180-day window, so the score always reflects the last six months of activity. A volunteer who served every week for a year but stopped two months ago will see their score gradually decrease.
Health Score
The health score (0–100) measures how a volunteer feels about their serving experience. It’s based on their post-service feedback:
- Great — scores high
- Good — scores well
- Fine — neutral, worth watching
- Difficult — scores low and flags for follow-up
Health scores are weighted toward recent feedback, so a rough week doesn’t permanently tank someone’s score. But consistent “Fine” or “Difficult” responses will flag someone as needing attention.
Reading the Colors
Scores are color-coded so you can read them at a glance:
- Green (70+) — Healthy. This volunteer is in a good place.
- Orange (40–69) — Worth watching. Not critical, but trending in a direction you should monitor.
- Red (below 40) — Needs attention. Something is off and this person likely needs care.
- Gray — Not enough data yet to calculate a meaningful score.
Risk Classifications
Scout combines engagement and health scores into four risk classifications:
- Thriving — High engagement, high health. Showing up consistently and feeling good about it. Celebrate them.
- Burning Out — High engagement, low health. Still showing up, but something’s not right. This is your most urgent category — these people are at risk of quietly leaving.
- Emerging — Low engagement, high health. Positive when they serve, but not serving often. There might be a scheduling issue, a life change, or an opportunity to re-engage them.
- Disconnecting — Low engagement, low health. Both metrics are down. This volunteer may need a personal conversation about their experience.
Risk Flags
Beyond classifications, Scout assigns specific flags that tell you why a volunteer is in their current state:
- New — Recently added to Scout
- Infrequent — Low check-in frequency
- At Risk — Significant concern based on engagement and health patterns
- Consecutive Negative — Multiple difficult feedback responses in a row
- Inactive — No recent activity
- Insufficient Feedback Data — Not enough data to calculate scores
You can filter your volunteer list by these flags to quickly find who needs what kind of attention.
Trend Indicators
Next to each volunteer’s scores, a trend indicator shows whether their feedback is improving, stable, or declining. This is calculated by comparing recent feedback to slightly older feedback, so you can catch shifts before they become problems.
If a volunteer is flagged as At Risk or has consecutive negative feedback, the trend indicator is replaced with a prominent alert badge so it’s impossible to miss.
How Scores Build Over Time
Scout needs data to calculate meaningful scores. In the first few weeks, you’ll see some volunteers marked as “Insufficient Data” — this is normal. After 3–4 weeks of check-ins, scores become reliable.
Weekly snapshots are saved automatically, so you can track trends over time and see how your team’s overall health is changing month over month.