QBR scorecard

The QBR scorecard gives every client a single health score out of 100, backed by a breakdown across the areas that matter in a vCIO conversation. If your practice calls these Technology Business Reviews (TBRs) or something else, you can rename the label from the scorecard page (the pencil next to the title); the rest of this article uses "QBR". It is built entirely from data OpsMerge already collects, so there is nothing to configure and nothing to sync: open a client's scorecard and it reflects the current state of their estate and the quarter's service.

What the score is made of

The composite is a weighted blend of these dimensions:

Dimension	What it measures	Source
Patch compliance	Share of tracked patches installed, with an extra penalty for pending critical patches	Agent patch scans
Asset health	Devices online and up to date, less a penalty for pending reboots	Agent check-ins
Capacity headroom	Spare capacity across devices; a high score means few are trending towards a disk or resource limit within 90 days	Capacity forecasts
Ticket SLA	Tickets resolved within their SLA during the review period	PSA tickets
Customer satisfaction	Average CSAT rating over the review period	CSAT survey responses

Each dimension is scored 0-100 and shown with a short plain-English detail line (for example, "92% patched, 1 critical pending").

How the maths works

• Point-in-time vs the period. Patch, asset and capacity scores reflect the estate right now. Ticket SLA and CSAT are scoped to the review quarter, so the scorecard reports on that quarter's service rather than all time.
• No data means N/A, not zero. If a client has no CSAT responses yet, the CSAT dimension is marked "no data" and dropped from the calculation entirely, rather than dragging the score down with a false zero. The remaining dimensions are re-weighted so the composite stays fair.
• The band. The composite maps to a band: Strong (85+), Good (70-84), Fair (50-69) or At risk (below 50).
• The trend. Where a scorecard exists for an earlier quarter, the change against it is shown so you can see whether things are improving.

Choosing the period

Scorecards are organised by quarter, labelled like 2026-Q3. By default you see the current quarter; pick an earlier one to review a past period. Opening a scorecard refreshes it, so the figures are always current.

Who can see it

Viewing a scorecard needs the psa.qbr.view permission, granted to Admin and Technician roles by default. You can adjust this in Settings → Roles.

The roadmap

Below the scorecard is the roadmap: a board of cards across three columns — Recommended (the agenda you're building), Scheduled, and Completed. Drag a card between columns to move it. Add a card manually, or use the + next to any scorecard dimension to turn a weak area straight into a roadmap item (its priority is set from the score). Every card remembers where it came from.

Options (Good / Better / Best)

Click a card's pencil to open it and add priced options — the classic Good/Better/Best deck. For "Replace the firewall" you might offer Best — Cisco, £800, Better — Draytek, £400, Good — TP-Link, £200. Each option carries a label, the product or service, a one-line rationale, a one-off cost and an optional monthly cost. Mark one as Recommended (it's badged for the client). Each option also has a Show to client tick: untick it to keep an option internal — unticked options never appear on the client's link.

Choosing an option. You can record the client's decision on any card — mark an option as Chosen in the editor, or let the client pick it themselves on their share link (each visible option shows a Choose button). The chosen option is highlighted on the board, and we store who picked it and when, so the decision is captured either way.

Sharing with the client

Use Share with client (top right) to get a no-login link to that client's review. Send it over; anyone with the link sees a clean, read-only page with the current scorecard and roadmap — no account needed, and it updates itself. You can copy, open, generate a fresh link (which disables the old one), or disable sharing entirely, and you can see how many times the link has been viewed.

What's coming

Later additions will layer a structured assessment mapped to CIS and NIST frameworks, budget forecasting on the roadmap, and per-quarter scheduling.