Rate a Team Member in a Passport

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At a glance

Rating a team member in a passport gives them a per-category performance score. The overall rating for the passport is calculated from those category scores, and the passport cannot be stamped unless the rating is at least 3 out of 5. You will pick a rating mode (Override, Average, or Comment only), enter one-to-five stars for each category, and optionally add a comment. Ratings are stored per rater, so different leaders can each keep their own rating history for the same team member in the same position.

Before you start

1. You need a role with permission to rate passports. [VERIFY: exact permission label.]
2. The passport should be started (see Start a Passport for a Team Member). Rating a passport before items are completed is possible, but the passport still cannot be stamped until every item is 100% complete.
3. Decide which rating mode fits your situation (Override, Average, or Comment only). The three modes behave differently, explained in Steps below.
4. If you plan to leave a comment, know that the comment field supports Markdown formatting.
5. Estimated time: two to five minutes.

Steps

1. Open the team member's profile by selecting Team from the left navigation menu and clicking into their row.
2. Click the Passports tab in the profile's tab bar.
3. Click the passport you want to rate to open its detail view. The passport expands to show the completed items on top and the rating section below.
4. Scroll to the rating section, which has a dark bar across the top labeled with the passport name (for example, Runner (Shift 1)).
5. Choose a Rating Mode using the radio buttons. Override replaces this rater's prior ratings for this team member in this position and resets the averaging baseline. Average (the default) averages this rating with the same rater's prior ratings since their last Override. Comment only records a note without changing the score.
6. For each category (for example, 2nd Mile Service, Accuracy, Cleanliness, Productivity, Speed), click the star count that reflects the team member's performance, from one to five. Each category starts at No Score, and the Total score at the bottom updates as you rate.
7. You should now see the Total score populated and the passport's overall rating on the team member's Passports tab updated to reflect your input. The rating is saved when you click each star. [VERIFY: confirm whether ratings auto-save on each star click, or whether a Save action is required.]

Video

Video coming soon.

Common gotchas

I do not understand the three rating modes.

Think about it this way. Override is for when you want your rating to become the new baseline, replacing everything you have rated this team member before in this position. Use it after a major retraining, a long absence, or when the team member has clearly leveled up or down. Average is for routine rating sessions where you want today's score to count alongside your prior scores, smoothing out a single bad day or a single great day. Comment only lets you add a note without affecting the score, useful when you want to record context ("covering for someone out sick") without touching the rating trend.

The rating categories are different from what I expected.

Each passport definition specifies its own rating categories. Runner and Front Counter passports might have different categories than Orientation or Window. If the categories do not match your store's coaching framework, the passport definition needs to be edited under Manage Passports. [VERIFY: confirm which role can edit rating categories and whether categories can be edited after a passport has active ratings.]

My rating is averaging with someone else's rating from another manager.

Ratings are stored per rater. Your Average mode only averages your own prior ratings, not another manager's. The overall passport rating visible on the Passports tab is [VERIFY: confirm whether the visible overall rating is the most recent rater's score, an average across raters, or the most senior rater's score.]

I want my rating to count but not be averaged.

Choose Override mode instead of Average. Override resets the averaging baseline and makes today's score the starting point for any future Average-mode ratings.

I want to record a thought without changing the score.

Choose Comment only mode. The comment is saved with a timestamp and your name, but the score values are not written. Comments support Markdown, so you can use bold, italic, lists, and links.

The overall passport rating shows a score even though the current category stars are all No Score.

This happens when the rater has prior Average-mode ratings for this team member in this position. The overall rating reflects the accumulated average, not just the current session. To see only today's input, switch the session to Override mode before rating.

Related articles

1. Start a Passport for a Team Member (How-To Guides)
2. Stamp a Passport (How-To Guides)
3. Why a Passport Will Not Stamp (Troubleshooting)
4. Manage Passports (How-To Guides)

Still stuck

If ratings are not saving, the Total score is not updating, or the passport's overall rating looks wrong, submit a support ticket and include:

1. Your store number.
2. The name of the team member.
3. The name of the passport.
4. The rating mode you were using.
5. A screenshot of the rating section showing the current state.
6. What you expected to happen versus what happened.

Support typically responds within one business day.

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Pre-publish checklist status

36 3c45323c-c77b-4956-9797-a97e1f272997 complete All seven sections filled.

37 6af055b6-1ac0-4ba2-aef0-07a5a82f842c complete Final step is a confirmation step.

38 c5dcab87-86e8-4d51-9580-f85758e5653d complete No em dashes.

39 017b9b3c-2a62-4a00-b537-f42c797ddb57 complete No hedge words.

40 e91d5ca6-086c-4417-9a73-fd710db28424 complete Role references are permission-based, not role-name-based.

41 3aad7aaa-eac8-4683-acd0-36da9bcbcbfe complete Step count within the seven-step guidance.

42 519c61d4-bfb0-4cbb-99f2-a3be0da6a94d complete Navigation path verified against a real store on Alpha.

43 32c55f7f-58fd-4de8-9dd7-7434bf069f14 complete No real store numbers or names in body or metadata (April 24 privacy pass).

44 ffa11d8e-c611-410a-8989-78aa395cf35e incomplete UI verified against Production before publishing.

45 3644ad5c-2d26-4b1d-ad7e-0b1e46531eb7 incomplete Screenshots to be inserted at decision points (Step 3: passport detail view with rating section visible, Step 5: Rating Mode radio buttons with info banner for Average mode, Step 6: per-category star rating controls with Total score).

46 116aa199-5ae8-4194-a5da-80e48e6b6587 incomplete Related article links to be activated once those articles exist.

47 ea2622cb-d814-4d74-a50a-3862a4f52cc6 incomplete VERIFY block on exact rating permission label resolved.

48 fedeb759-aa5a-41b2-8258-0ef2fb268fa4 incomplete VERIFY block on auto-save vs explicit Save resolved.

49 f8a28beb-d6f5-4599-bd3c-a312d5023858 incomplete VERIFY block on how the overall passport rating is calculated across raters.

50 8b884676-11fd-4759-b6ad-06d236ec711d incomplete VERIFY block on whether rating categories can be edited after ratings exist.

51 b26311c3-e097-4109-a200-8d51c0a42d57 incomplete Primary search term tested in HubSpot KB search (likely "rate passport," "rate team member," or "passport rating").

52 50f4b8fe-ac11-4976-a70b-a99232fa613b incomplete Reviewed by Jared.

53 11ad8039-6b53-46cf-b1d4-e5e477549762 incomplete Reviewed by Kevin.