# ShiftOps Scoring System
**Last Updated:** 2026-01-09
Complete documentation of the ShiftOps scoring system, including all 5 pillar calculations, formulas, customer boost logic, and worked examples.
## Overview
The ShiftOps scoring system evaluates businesses across 5 pillars (0-20 points each) to produce a total score (0-100) and grade (A+ through F). The system uses industry-specific baselines, data completeness multipliers, and customer boost adjustments to ensure accurate and fair scoring.
### Score Ranges
- **Total Score:** 0-100 (integer)
- **Pillar Scores:** 0-20 (integer, per pillar)
- **Grade:** A+, A, A-, B+, B, B-, C+, C, C-, D+, D, D-, F
## Calculation Flow
```mermaid
flowchart TD
Start[Business Data Input] --> Baseline[Select Industry Baseline]
Baseline --> Pillar1[Calculate Scheduling Efficiency]
Baseline --> Pillar2[Calculate Absence Stability]
Baseline --> Pillar3[Calculate Time Tracking Hygiene]
Baseline --> Pillar4[Calculate Compliance Docs]
Baseline --> Pillar5[Calculate Payroll Readiness]
Pillar1 --> Customer{Customer?}
Pillar2 --> Customer
Pillar3 --> Customer
Pillar4 --> Customer
Pillar5 --> Customer
Customer -->|Yes| Boost[Apply Customer Boost]
Customer -->|No| Sum[Sum Raw Scores]
Boost --> Sum
Sum --> Multiplier[Apply Data Completeness Multiplier]
Multiplier --> Cap{Customer?}
Cap -->|Yes| Cap95[Cap at 95]
Cap -->|No| Round[Round Total Score]
Cap95 --> Round
Round --> Adjust[Adjust Pillar Scores Proportionally]
Adjust --> Grade[Assign Grade]
Grade --> End[Final Scores + Grade]
```
## Pillar 1: Scheduling Efficiency (0-20)
**Purpose:** Measures how efficiently a business manages shift scheduling and workforce planning.
**Industry Baselines:**
- Healthcare (hospital, pharmacy, doctor): 5 points
- Hospitality (restaurant, cafe, bar): 6 points
- Retail (store, shopping_mall): 7 points
- General: 6 points
**Scoring Factors:**
1. **Digital Maturity (0-5 points)**
- Website exists: +2 points
- Website with online features (booking, ordering, payment): +1 point
- Active Google Business (photos >10 AND reviews >50): +2 points (restaurants: +1)
- Moderate Google Business (photos >5 OR reviews >25): +1 point (restaurants: +0.5)
2. **Operational Complexity (0-7 points)**
- Weekly hours >= 80: +6 points (restaurants: +4)
- Weekly hours >= 60: +4 points (restaurants: +2)
- Weekly hours >= 40: +2 points (restaurants: +1)
- Multiple service types (>=3): +1 point
- Multi-location business: +1 point
3. **Team Scale Indicators (0-3 points)**
- Review count >500: +1 point (restaurants: +0.5)
- Review count >100: +1 point (restaurants: +0.5)
**Customer Boost:**
- Baseline bonus: +3 points
- Percentage boost: +25-30%
- Maximum score: 18 points
- Minimum score: 14 points (floor)
**Code Location:** `v2/api/shiftops.php` lines 3837-3981
## Pillar 2: Absence Stability (0-20)
**Purpose:** Evaluates how well a business manages employee absences and maintains stable operations.
**Industry Baselines:**
- Healthcare (hospital, pharmacy, doctor): 6 points
- Hospitality (restaurant, cafe, bar): 7 points
- Retail (store, shopping_mall): 8 points
- General: 7 points
**Scoring Factors:**
1. **Rating-Based Scoring (0-4 points)**
- Rating >=4.5: +4 points
- Rating >=4.0: +3 points
- Rating >=3.5: +2 points
- Rating >=3.0: +1 point
2. **Review Sentiment Analysis (0-2 points)**
- Positive mentions > negative mentions: +2 points
- Negative mentions > positive mentions: -2 points
3. **Seasonal Factors (0-3 points)**
- Healthcare: +3 points (always)
- Hospitality (high season: Jun, Jul, Aug, Dec): +1 point
- Hospitality (other months): +2 points
- Retail (high season: Nov, Dec): +1 point
- Retail (other months): +2 points
- General: +2 points
4. **Holiday Impact (-3 to 0 points)**
- Upcoming holidays >=3: -3 points
- Upcoming holidays >=2: -2 points
- Upcoming holidays >=1: -1 point
5. **Weather Risk (-1 point)**
- Weather risk detected: -1 point
6. **Multi-location Bonus (+1 point)**
- Multi-location business: +1 point
7. **Seasonal Multiplier Bonus (+2 points)**
- If seasonal multiplier <1.0 (low season): +2 points
**Customer Boost:**
- Baseline bonus: +3 points
- Percentage boost: +25%
- Maximum score: 20 points
- Minimum score: 15 points (floor)
**Code Location:** `v2/api/shiftops.php` lines 4014-4113
## Pillar 3: Time Tracking Hygiene (0-20)
**Purpose:** Assesses the quality and consistency of time tracking practices.
**Industry Baselines:**
- Healthcare (hospital, pharmacy, doctor): 5 points
- Hospitality (restaurant, cafe, bar): 5 points
- Retail (store, shopping_mall): 6 points
- General: 6 points
**Scoring Factors:**
1. **Website Presence (+2 points)**
- Website exists: +2 points
2. **Digital Presence Indicators (0-2 points)**
- Active presence (photos >10 AND reviews >50): +2 points
- Moderate presence (photos >5 OR reviews >25): +1 point
3. **Schedule Complexity (0-5 points)**
- Very high complexity: +5 points
- High complexity: +3 points
- Medium complexity: +1 point
4. **Multi-location Bonus (+2 points)**
- Multi-location business: +2 points
5. **Rating and Review Bonuses (0-3 points)**
- Rating >=4.0: +2 points
- Review count >100: +1 point
- Review count >200 AND rating >3.5: +1 point
**Customer Boost:**
- Baseline bonus: +2 points
- Percentage boost: +20-30%
- Maximum score: 18 points
- Minimum score: 14 points (floor)
**Code Location:** `v2/api/shiftops.php` lines 4237-4317
## Pillar 4: Compliance Docs (0-20)
**Purpose:** Measures compliance documentation quality and regulatory adherence.
**Industry Baselines:**
- Healthcare (hospital, pharmacy, doctor): 5 points (base) + 9 points (compliance) = 14 total baseline
- Hospitality (restaurant, cafe, bar): 3 points (base) + 4 points (compliance) = 7 total baseline
- Retail (store, shopping_mall): 4 points (base) + 4 points (compliance) = 8 total baseline
- General: 4 points (base) + 5 points (compliance) = 9 total baseline
**Scoring Factors:**
1. **Industry Compliance Requirements (0-9 points)**
- Healthcare: +9 points (strict compliance requirements)
- Hospitality/Food: +4 points (HACCP requirements)
- Retail: +4 points
- General: +5 points
- Wheelchair accessible entrance: +2 points
2. **Documentation Indicators (0-4 points)**
- Required fields complete (>=4): +2 points
- Required fields complete (>=3): +1 point
- Active presence (photos >5 AND reviews >25): +2 points
- Moderate presence (photos >2 OR reviews >10): +1 point
3. **Regional Compliance Factors (0-3 points)**
- Germany (DE): +2 points
- Austria (AT): +1 point
- Switzerland (CH): +1 point
- Review count >100: +1 point
4. **Risk Assessment (0-2 points)**
- No negative compliance mentions AND reviews >10: +1 point
- Review count >200 AND rating >3.5: +1 point
**Customer Boost:**
- Baseline bonus: +3 points
- Percentage boost: +30%
- Maximum score: 19 points
- Minimum score: 15 points (floor)
**Code Location:** `v2/api/shiftops.php` lines 4401-4499
## Pillar 5: Payroll Readiness (0-20)
**Purpose:** Evaluates readiness for payroll processing and DATEV integration.
**Industry Baselines:**
- Healthcare (hospital, pharmacy, doctor): 6 points
- Hospitality (restaurant, cafe, bar): 6 points
- Retail (store, shopping_mall): 7 points
- General: 7 points
**Scoring Factors:**
1. **Website and Payment Features (0-4 points)**
- Website exists: +2 points
- Payment features detected: +2 points
2. **Digital Services (0-2 points)**
- Digital services >=2: +2 points
- Digital services >=1: +1 point
3. **Review Count Bonuses (0-3 points)**
- Review count >500: +2 points
- Review count >200: +1 point
- Review count >100: +1 point
4. **Rating and Review Combinations (0-2 points)**
- Review count >150 AND rating >3.8: +2 points
- Review count >50 AND rating >3.5: +1 point
5. **Multi-location Bonus (+1 point)**
- Multi-location business: +1 point
6. **Price Level Bonus (+2 points)**
- Price level >0: +2 points
7. **Rating and Volume Combination (0-2 points)**
- Rating >=4.0 AND reviews >100: +2 points
- Rating >=3.5 AND reviews >50: +1 point
8. **Regional Factors (0-2 points)**
- Germany (DE): +2 points
- Austria/Switzerland (AT/CH): +1 point
9. **Standard Hours Bonus (+1 point)**
- Standard business hours detected: +1 point
10. **Schedule Complexity Bonus (+1 point)**
- Low or medium complexity: +1 point
**Customer Boost:**
- Baseline bonus: +3 points
- Percentage boost: +30%
- Maximum score: 18 points
- Minimum score: 14 points (floor)
**Code Location:** `v2/api/shiftops.php` lines 4517-4630
## Total Score Calculation
### Step-by-Step Process
#### Step 1: Calculate Raw Pillar Scores
Each pillar score is calculated independently as a float (0.00-20.00):
```php
$rawScores = [
'scheduling_efficiency' => calculateSchedulingScoreRaw($businessData, $isOrdioCustomer),
'absence_stability' => calculateAbsenceScoreRaw($businessData, $isOrdioCustomer),
'time_tracking_hygiene' => calculateTimeTrackingScoreRaw($businessData, $isOrdioCustomer),
'compliance_docs' => calculateComplianceScoreRaw($businessData, $isOrdioCustomer),
'payroll_readiness' => calculatePayrollScoreRaw($businessData, $isOrdioCustomer)
];
```
#### Step 2: Sum Raw Scores
```php
$rawTotalScore = array_sum($rawScores);
```
#### Step 3: Apply Data Completeness Multiplier
**Fields Checked:**
- Website (exists)
- Opening hours (exists)
- Reviews (exists and count >0)
- Photos (exists and count >0)
**Multiplier Table:**
| Complete Fields | Percentage | Multiplier | Confidence | Impact |
| --------------- | ---------- | ---------- | ---------- | ------ |
| 4 fields | 100% | 1.0 | High | None |
| 3 fields | 75% | 0.90 | Medium | Low |
| 2 fields | 50% | 0.75 | Medium | Medium |
| 1 field | 25% | 0.65 | Low | High |
| 0 fields | 0% | 0.60 | Low | High |
**Customer Adjustment:**
- If website missing AND multiplier <1.0: Use 0.94 multiplier
- If website exists OR other digital indicators: Use max(0.98, multiplier)
#### Step 4: Apply Customer Cap
Ordio customers are capped at 95 points maximum:
```php
if ($isOrdioCustomer) {
$adjustedScore = min(95, $adjustedScore);
}
```
#### Step 5: Round Total Score
- **Customers:** `round()` (rounds up)
- **Non-customers:** `floor()` (rounds down)
#### Step 6: Adjust Pillar Scores Proportionally
Pillar scores are adjusted so their rounded sum equals the total score using `adjustPillarScoresToMatchTotal()`.
**Algorithm:**
1. Calculate ratio: `$ratio = $targetTotal / $rawSum`
2. Apply ratio to each pillar score
3. Floor all scores initially
4. Calculate difference: `$difference = $targetTotal - $sumOfAdjusted`
5. Adjust pillars with highest/lowest fractional parts
6. Final verification: Adjust largest/smallest pillar if needed
#### Step 7: Assign Grade
| Score Range | Grade |
| ----------- | ----- |
| 90-100 | A+ |
| 85-89 | A |
| 80-84 | A- |
| 75-79 | B+ |
| 70-74 | B |
| 65-69 | B- |
| 60-64 | C+ |
| 55-59 | C |
| 50-54 | C- |
| 45-49 | D+ |
| 40-44 | D |
| 35-39 | D- |
| 0-34 | F |
## Customer Boost Logic
### Boost Application
For Ordio customers, each pillar receives:
1. **Baseline Bonus:** +2-3 points (varies by pillar)
2. **Percentage Boost:** +20-35% (varies by pillar)
3. **Minimum Floor:** Ensures customers meet minimum standards
4. **Maximum Cap:** Prevents unrealistic scores
### Boost by Pillar
| Pillar | Baseline Bonus | Percentage Boost | Max Score | Min Score |
| --------------------- | -------------- | ---------------- | --------- | --------- |
| Scheduling Efficiency | +3 | +25-30% | 18 | 14 |
| Absence Stability | +3 | +25% | 20 | 15 |
| Time Tracking Hygiene | +2 | +20-30% | 18 | 14 |
| Compliance Docs | +3 | +30% | 19 | 15 |
| Payroll Readiness | +3 | +30% | 18 | 14 |
**Code Location:** `v2/api/shiftops.php` lines 3679-3771 (boost functions)
## Worked Example
### Input Data
- **Business:** Restaurant "Bella Italia München"
- **Rating:** 4.2
- **Reviews:** 150
- **Opening Hours:** 80 hours/week
- **Website:** Exists
- **Photos:** 25 photos
- **Types:** ['restaurant', 'food', 'point_of_interest']
- **Not an Ordio customer**
### Calculation
**1. Scheduling Efficiency:**
- Industry baseline (restaurant): 6 points
- Website exists: +2 points
- Weekly hours >= 80: +4 points (restaurant reduction)
- Reviews >100: +0.5 points (restaurant reduction)
- Raw score: 6 + 2 + 4 + 0.5 = 12.5
**2. Absence Stability:**
- Industry baseline (restaurant): 7 points
- Rating >=4.0: +3 points
- Seasonal factors (current month): +2 points
- Raw score: 7 + 3 + 2 = 12.0
**3. Time Tracking Hygiene:**
- Industry baseline (restaurant): 5 points
- Website exists: +2 points
- Active presence (photos >10 AND reviews >50): +2 points
- Schedule complexity (very high): +5 points
- Rating >=4.0: +2 points
- Review count >100: +1 point
- Raw score: 5 + 2 + 2 + 5 + 2 + 1 = 17.0
**4. Compliance Docs:**
- Industry baseline (restaurant): 3 + 4 = 7 points
- Required fields complete (>=4): +2 points
- Active presence (photos >5 AND reviews >25): +2 points
- Germany (DE): +2 points
- Review count >100: +1 point
- Raw score: 7 + 2 + 2 + 2 + 1 = 14.0
**5. Payroll Readiness:**
- Industry baseline (restaurant): 6 points
- Website exists: +2 points
- Review count >100: +1 point
- Review count >150 AND rating >3.8: +2 points
- Rating >=4.0 AND reviews >100: +2 points
- Germany (DE): +2 points
- Raw score: 6 + 2 + 1 + 2 + 2 + 2 = 15.0
**6. Sum Raw Scores:**
- Total: 12.5 + 12.0 + 17.0 + 14.0 + 15.0 = 70.5
**7. Data Completeness:**
- 4 fields complete (website, opening hours, reviews, photos): 100% → multiplier 1.0
- Adjusted: 70.5 × 1.0 = 70.5
**8. Not a customer, so no cap applied**
**9. Round Total:**
- floor(70.5) = 70
**10. Adjust Pillar Scores:**
- Ratio: 70 / 70.5 = 0.9929
- Adjusted: [12, 12, 17, 14, 15] = 70 ✓
**11. Assign Grade:**
- Score 70 → Grade B
### Expected Result
- **Total Score:** 70/100
- **Grade:** B
- **Pillar Scores:** [12, 12, 17, 14, 15]
## Scoring Calculation Flow
```mermaid
flowchart TD
Input[Business Data Input] --> Baseline[Select Industry Baseline]
Baseline --> P1[Calculate Scheduling Efficiency
Raw Score: 0-20 float]
Baseline --> P2[Calculate Absence Stability
Raw Score: 0-20 float]
Baseline --> P3[Calculate Time Tracking Hygiene
Raw Score: 0-20 float]
Baseline --> P4[Calculate Compliance Docs
Raw Score: 0-20 float]
Baseline --> P5[Calculate Payroll Readiness
Raw Score: 0-20 float]
P1 --> Customer{Customer?}
P2 --> Customer
P3 --> Customer
P4 --> Customer
P5 --> Customer
Customer -->|Yes| Boost[Apply Customer Boost
+2-3 baseline + 20-35%]
Customer -->|No| Sum[Sum Raw Scores]
Boost --> Sum
Sum --> Multiplier[Apply Data Completeness
Multiplier: 0.60-1.0]
Multiplier --> Cap{Customer?}
Cap -->|Yes| Cap95[Cap at 95]
Cap -->|No| Round[Round Total Score
Customers: round up
Non-customers: floor]
Cap95 --> Round
Round --> Adjust[Adjust Pillar Scores
Proportionally]
Adjust --> Grade[Assign Grade
A+ through F]
Grade --> End[Final Scores + Grade]
```
## Related Documentation
- [Technical Implementation](03-technical-implementation.md) - Code structure
- [API Endpoints](05-api-endpoints.md) - API reference
- [System Scoring Documentation](../../../systems/shiftops/SHIFTOPS_SCORING_SYSTEM.md) - Detailed system documentation