Understand Rating Modes and Tiers

1. Multi-rater calculation. v3 said ratings are per-rater (each manager keeps their own average). The PDF says that when multiple leaders rate the same team member on the same position, the displayed score is an average of all leaders' most-recent ratings, with older ratings weighted less. v4 corrects this: the displayed rating on the team member's profile is a cross-leader blended average, not per-rater isolated.
2. Mode terminology. The PDF does not mention Override, Average, or Comment only modes by name. These terms came from the passport-rating surface verified on Alpha in an earlier turn. v4 keeps them for the passport-surface section and adds a separate section for the Training Ratings surface (Position Progression, Assumed Ratings, color coding, overall average), which has its own semantics.

Turn 39 fix: Related-list entry 2 corrected from "Rate a Team Member From the Training Tab" to "Rate a Team Member From the Ratings Tab" to match the canonical registered article title (pageId 394395668). Surfaced by the Wave 1 cross-link map audit Pass 2. No other content changes.

v5 fix (2026-05-04): "Training tab" → "Ratings tab" (×4). the TM profile tab is labeled "Ratings" in the live UI.

Publish-ready on content pending screenshot pass. Moderate VERIFY load remains.

---

At a glance

The rating system appears on multiple surfaces in OneClick: inside Training Passports (the passport-rating surface), on the Ratings tab of a team member's profile and the Training Ratings list view (the Training Ratings surface), and through the Prompts panel on the Shifts screen. All ratings use a one-to-five star scale. What differs is how ratings are recorded (mode radio buttons on the passport surface; direct star entry and Position Progression logic on the Training Ratings surface) and how they are aggregated into the number you see on a team member's profile. This article is the canonical reference for both.

Before you start

This is a reference article. Read it once to build the mental model, then bookmark it and return for specific concepts when you need them. The other rating articles (Answer a Rating Prompt, Rate a Team Member From the Ratings Tab, Rate a Team Member in a Passport) link here for the mechanics so they can focus on the workflow.

Core reference content

The rating scale

Ratings use a one-to-five star scale. Zero means the position has never been rated. Five stars is the highest rating, one star is the lowest. Over time, multiple rating sessions combine into the overall rating shown on a team member's Ratings tab and in the Training Ratings list view (for example, "Overall Average Rating 3.6"), and into the overall rating shown on the passport rating surface for each position.

The four tiers

Numeric ratings are labeled with one of four tier names in the UI. The tiers give leaders a consistent vocabulary for talking about ratings without quoting decimals.

• not qualified (below 3.0). The team member is not yet certified for this position. Stamping a passport is blocked below this line.
• qualified (3.0 through approximately 3.9). The team member is certified at an acceptable level. Passport stamping is allowed at this tier.
• above average (approximately 4.0 through 4.4). The team member performs better than qualified.
• super star (approximately 4.5 and above). The team member is exceptional at this position.

[VERIFY: exact numeric boundaries between qualified, above average, and super star. The boundaries are approximated here based on convention.]

Tier labels appear on prompt cards in the Shifts screen (for example, "Rated above average 3 years ago"), on pill badges on the Ratings tab, and in rating history stream cards.

The Training Ratings surface

The Training Ratings surface is the list view of all positions that appears on the Ratings tab of a team member's profile, on the Training Ratings list view under Team, and next to the Shifts lineup long-press synopsis. Each position shows as a chip with a number next to it.

Position Progression. The Training Ratings surface uses a structured progression model: positions are ordered from easiest (First Day FOH or First Day BOH) on the left to most complex (such as Window for FOH or Biscuits for BOH) on the right. This progression supports the Assumed Rating feature: if a team member has been rated on a harder position, the system assumes they would have the same rating on any easier position to the left and displays that assumed rating rather than a blank. For example, if a team member is rated 4 on Window, every position to the left of Window on the FOH progression is also assumed at 4 unless directly rated otherwise.

Color coding. Chips are colored to convey rating status at a glance:

1. Blue chip: rating of 3 or higher (qualified or above).
2. Pink chip: rating below 3 (not qualified).
3. Grey or light red chip: the position has not been directly rated, and the color reflects an assumed rating pulled from a higher position (grey for assumed qualified, light red for assumed not-qualified).

Dark-filled chips mean the rating was entered directly. Light-filled chips mean the rating is assumed from a higher position. Directly entered ratings always override assumed ratings.

Leadership default. All permission levels at Team Leader and above are given an assumed rating of 4 on every position by default. This reflects the assumption that leaders have been trained on all positions during their progression. Manually entering a rating for a leader overrides the assumed 4 on that specific position.

Disabling Assumed Ratings. If your store prefers to see only directly entered ratings (for example, for compliance reasons), submit a support ticket to disable the Assumed Rating feature. Disabling affects the whole store.

Multi-leader calculation on the Training Ratings surface. When a single leader enters multiple ratings on the same team member in the same position, the displayed rating reflects that leader's most recent entry. When two or more leaders have rated the same team member on the same position, the displayed rating is a blended average of the leaders' most-recent ratings, with older ratings weighted less so the current assessment dominates. For coordinated coaching, two leaders should agree on the score and enter the same value so the blended average reflects their agreement.

The passport rating surface

The passport rating surface is the dialog that opens when you click a position chip on the Ratings tab inside a passport, or when you open a Rating Prompt's full form. This surface has a mode selector that the Training Ratings surface does not.

The three modes. Every rating session on the passport surface uses one of three modes.

• Override. Your rating replaces your prior ratings for this team member in this position and becomes the new baseline. Future Average-mode ratings will start averaging from this point. Use Override when you want today's rating to count as the definitive reset, such as after a major retraining, a long absence, or a clear level-up or level-down.
• Average (the default mode). Your rating is averaged with your own prior ratings for this team member in this position, starting from the last Override rating you entered. This smooths out a single great day or a single bad day. Use Average for routine rating sessions.
• Comment only. No numeric score is written. Only the comment is saved. Use Comment only when you want to note context (for example, "covering for someone out sick") without affecting the rating trend. A Comment only rating does not count as a rating for purposes of passport stamping.

Mode scope. Average mode on the passport surface averages your own prior passport ratings, not other raters'. Multi-leader averaging (as on the Training Ratings surface) is a separate behavior of the aggregation layer, not of the passport-surface mode selector.

The Team Member Average Overall Rating

The Team Member Average Overall Rating is a single number that summarizes a team member's performance across every position they have been rated on. It is calculated as a simple average of the ratings across all positions (for example: a 4.5 rating on First Day FOH and a 1.8 rating on Dining Room produces a 3.2 Team Member Average Overall Rating).

The Overall Rating includes assumed ratings if the Assumed Rating feature is turned on at your store. It is displayed:

1. On the team member's profile, next to the Training Ratings title.
2. On the Team Roster page, alongside each team member's name.
3. In the long-press synopsis on the Shifts screen.

Rounded to one decimal. Directors, Managers, Shift Leaders, Team Leaders, and Trainers can view it. Team members cannot view their own Overall Rating.

The 3.0 stamping threshold

The passport stamping workflow requires a rating of 3.0 or higher on the stamped position to certify the team member. This corresponds to "qualified" or better in tier vocabulary. A rating below 3.0 ("not qualified") will block the Stamp Passport button and show a Stamping Blocked banner listing the unmet threshold as one of its conditions.

The threshold is strict: a rating below 3.0 does not qualify, even if very close. Options when you see a rating at or near 2.9: re-train the team member in the weak categories and re-rate after improvement, or switch to Override mode on the passport surface and enter a rating that reflects your current assessment.

Rating categories by position

Each passport definition specifies its own set of rating categories. Different positions have different categories. Examples observed during the April 23 screenshot pass:

1. Runner (Shift 1): 2nd Mile Service, Accuracy, Cleanliness, Productivity, Speed. Five categories.
2. iPOS: Accuracy, Hospitality, Understanding. Three categories.
3. Bagger: Accuracy, Communication, Quality, Speed. Four categories.
4. Cash Cart: 2nd Mile Service, Accuracy, Problem Solving, Productivity, Speed. Five categories.
5. Window: Accuracy, Communication, Hospitality, Speed. Four categories. [VERIFY: confirm full category list for Window.]

The category list for each position is configured in the passport definition. Changing categories requires editing the passport definition under Manage Passports. [VERIFY: whether categories can be edited after ratings already exist against a passport.]

Comments and Markdown

The comment field on a rating supports Markdown formatting. You can use bold, italic, numbered lists, bullet lists, and links. The Markdown reference link next to the comment field on the passport rating section points to documentation.

How the same model appears in different surfaces

All rating entry surfaces write to the same underlying rating history. You can see the combined history on the team member's Ratings tab, tagged with the mode (AVERAGE, OVERRIDE, COMMENT where applicable) and the rater.

1. Inside a passport detail view, gating passport stamping (Rate a Team Member in a Passport).
2. On the Ratings tab of a team member's profile, triggered by clicking a position chip (Rate a Team Member From the Ratings Tab).
3. From the Shifts lineup long-press synopsis (Rate from a Shift).
4. Inside a prompt in the Prompts panel on the Shifts screen (Answer a Rating Prompt).
5. As a Speed Rating shortcut inside some prompts, which rates at a preset star level without opening the full form. [VERIFY: exact Speed Rating UI and behavior.]

Auto-Schedule depends on Training Ratings

The Auto-Schedule feature uses Training Ratings to assign team members to positions (the "Aces in their Places" logic). Positions with no ratings cannot be Auto-Scheduled effectively; one of the main reasons to keep the Prompts queue clear is to keep Auto-Schedule working well. The Layout Editor's per-position lightbulb icon also uses ratings: clicking a lightbulb on an empty position shows every team member in the lineup ranked by their rating for that position, which helps during manual position assignment.

Video

Video not planned for this reference article. The How-To articles that use these concepts will have their own videos.

Common gotchas

I rated the team member but the overall rating barely moved.

If you rated in Average mode on the passport surface and the team member has a long rating history from you, your single new rating is averaged across many prior sessions. One new rating changes the average only slightly. To move the number more, either rate in Override mode (which resets the baseline to today's score) or rate consistently over multiple sessions to pull the average toward your current assessment.

The tier label seems to disagree with the star count I see.

Tier labels describe the overall average, not the current session's stars. A team member at 4.3 overall is "above average" even if a single recent rating was three stars. Tier labels come from the team member's history, not from the current rating you are entering.

I chose Comment only but the stamping gate is still blocked.

Comment only mode does not write a score. If the passport has never had a scored rating, a Comment only entry leaves it without a rating, which blocks stamping. Enter a scored rating in Override or Average mode to clear the rating gate.

I entered a rating, but the color on the position chip looks wrong.

Check whether the chip is dark-filled or light-filled. Light fills are assumed ratings, not direct ratings. Your direct entry should show as a dark fill. If the chip still looks light after your entry, the rating may not have saved; check the rating history on the Ratings tab to confirm.

All my leaders have 4s on every position and they have not been rated.

This is the Leadership default behavior: all permission levels at Team Leader and above are given an assumed rating of 4 on every position by default. Overriding is done per-position by entering a rating directly. If your store wants leaders to show as unrated until directly rated, submit a support ticket to disable Assumed Ratings storewide.

Our store disabled Assumed Ratings and now the Overall Rating looks strange.

Team Member Average Overall Rating calculations include assumed ratings only when the Assumed Rating feature is enabled. Disabling it removes those from the average, which can lower a team member's Overall Rating because fewer positions contribute. This is expected behavior.

Different managers' ratings look like they average together, and now I see why.

On the Training Ratings surface, multi-leader ratings do average together (blended average with recency weighting). On the passport surface's Average mode, you are only averaging your own prior passport ratings. The two surfaces aggregate differently. For coordinated coaching, two leaders should enter matching scores on the Training Ratings surface to reinforce the signal rather than offset each other.

The rating is 3.0 but the passport will not stamp.

The threshold is "qualified rating of 3 or higher." A rating at exactly 3.0 should qualify. If 3.0 is being rejected, it is likely a rounding or floating-point edge case. Re-rate with a slightly higher value to clear the threshold, or submit a support ticket to confirm the behavior.

Related articles

1. Answer a Rating Prompt (How-To Guides)
2. Rate a Team Member From the Ratings Tab (How-To Guides)
3. Rate a Team Member in a Passport (How-To Guides)
4. Stamp a Passport (How-To Guides)
5. Why a Passport Will Not Stamp (Troubleshooting)
6. Understand the Passport Lifecycle (Reference). For how ratings feed passport stamping.
7. Understand the Layout Editor (Reference). For how the lightbulb icon uses ratings for position assignment.

Still stuck

If the rating model itself is behaving in a way this reference does not explain, submit a support ticket with:

1. Your store number.
2. The team member's name and the position.
3. A screenshot of the rating surface you are looking at, including any mode selector or chip color.
4. What you expected to happen versus what happened.

Support typically responds within one business day.

---

Pre-publish checklist status

78 ad76e620-464c-4f9e-aafb-727ca8445702 complete All seven sections filled, adapted for Reference category.

79 0a16c9fb-0b5c-44d0-ba64-36bc0b852ecf complete No em dashes, no hedge words, permission-based role references.

80 a7e08a54-51ec-4fd9-b9fc-610af1d56209 complete Navigation path references verified against a real store on Alpha.

81 f5c9cf56-c407-4832-a082-56db4708fe0b complete No real store numbers, store names, or team member names in body or metadata.

82 6dc732f5-6368-4ae9-88e5-48af052036be complete Promoted to Core, slot 16 (April 24, Turn 17).

83 c8229e6e-e7ce-4699-9664-3109d6f2cdbd complete v4 enrichment: Training Ratings PDF integrated (Position Progression, Assumed Ratings, color coding, Team Member Average Overall Rating, Auto-Schedule and Layout lightbulb linkage).

84 2b564516-e0e0-478c-aa60-69cb826d266d complete Multi-rater reconciliation: v4 corrects the per-rater-only framing from v3; passport surface uses per-rater averages, Training Ratings surface uses multi-leader blended averaging.

85 4eb18b1d-c349-4e35-b353-cd4aee94e780 complete Turn 39: Related-list drift fix (item 2 corrected to "Rate a Team Member From the Ratings Tab"; canonical title matching registered article 394395668).

86 78664a50-a6c5-4624-af28-0abcb139f6a7 complete v5 (2026-05-04): "Training tab" → "Ratings tab" (×4). live TM profile tab is labeled "Ratings."

87 6736bad2-bf14-433a-ace9-0521dd4d2055 incomplete UI verified against Production before publishing.

88 a9aec4d8-90b4-410b-8133-5193430b2a43 incomplete Remaining VERIFY blocks (tier numeric boundaries, Window categories, category editability after ratings exist, Speed Rating behavior).

89 f7895580-bf40-4b5e-accd-de22f117646c incomplete Related article links activated once those articles exist.

90 842ef514-49c2-455d-b6da-b6de56af2b17 incomplete Primary search term tested in HubSpot KB search.

91 a9d153bd-39aa-46ff-a728-037d7d5222e2 incomplete Reviewed by Jared (second review batch).

92 411b78a9-c4af-40fb-83ec-261f0774269a incomplete Reviewed by Kevin (second review batch).

Template observation

Reference articles use the seven-section template with one adaptation: the Steps section becomes Core Reference Content, organized into labeled subsections. The Before You Start section is minimal for Reference articles since there is no task to prepare for. Video is often omitted. Gotchas still matter and focus on misconceptions rather than edge cases.