Templates · KPI scorecard · Free to copy
Virtual assistant KPI scorecard
A VA KPI scorecard is a one-page monthly review with about six measures, each with a weight, a target and a score from 1 to 5, so you judge results and not hours online. Copy the blank scorecard, choose your role KPIs from the lists below and score the month in the calculator. Then spend 30 minutes on what the numbers show.
How the scoring works
Keep it to about six lines, or nobody will fill it in. Two or three of them come from the role lists below, and the rest apply to any hire. Points on a line are the weight times the score, divided by 5, so the total reads out of 100. The weights are a starting suggestion. Give the most weight to what your business would miss first.
| Score | What it means |
|---|---|
| 5 | Clearly above the target, without extra help |
| 4 | Met the target, with small slips |
| 3 | Close: needs one clear fix |
| 2 | Missed: needs a plan and a check next month |
| 1 | Far off, or not done at all |
Score this month
Weighted score / 100
Blank monthly scorecard
Header
- VA: [name]
- Role: [role]
- Month: [month and year]
- Reviewed by: [name]
Score each line from 1 to 5, then: weight x score / 5
- Quality | weight [30] | target: [what good looks like] | result: [ ] | score: [1-5] | points: [ ]
- Reliability | weight [20] | target: [agreed hours kept, deadlines met] | result: [ ] | score: [1-5] | points: [ ]
- Role KPI 1 | weight [20] | target: [ ] | result: [ ] | score: [1-5] | points: [ ]
- Role KPI 2 | weight [10] | target: [ ] | result: [ ] | score: [1-5] | points: [ ]
- Communication | weight [10] | target: [clear updates, problems flagged early] | result: [ ] | score: [1-5] | points: [ ]
- Ownership | weight [10] | target: [fixes and improves without being asked] | result: [ ] | score: [1-5] | points: [ ]
Total
- Weighted score: [total points] / 100
- Last month: [ ]
Decisions
- One thing that went well: [ ]
- One thing to change next month: [ ]
- One thing the VA needs from you: [ ]
- Next task or responsibility to hand over: [ ]
Filled example (made-up numbers)
Header
- VA: Marco
- Role: general admin and inbox
- Month: example only. These results are invented to show the math, and they aren't benchmarks
Lines
- Quality | weight 30 | target: 2 redo items or fewer | result: 3 redo items | score 4 | 24 points
- Reliability | weight 20 | target: agreed hours kept, no missed deadlines | result: all kept | score 5 | 20 points
- Inbox response time | weight 20 | target: same business day | result: 2 late in the month | score 4 | 16 points
- Calendar errors | weight 10 | target: none | result: 2 double bookings | score 3 | 6 points
- Communication | weight 10 | target: daily update, problems flagged early | result: one problem flagged late | score 4 | 8 points
- Ownership | weight 10 | target: one improvement a month | result: rewrote the saved replies | score 4 | 8 points
Total
- Weighted score: 82 / 100
Decisions
- Went well: nothing missed during your vacation week
- To change: check for conflicts before confirming any meeting; add it to the SOP
- VA needs: edit rights on the team calendar
- Next handover: travel booking
KPIs for an admin VA
Pick one or two
- Inbox: share of messages answered or routed within your standard
- Calendar: scheduling errors in the month
- Tasks: share of tasks finished by the agreed date
- Accuracy: errors found in a sample of [number] data entries
- Redo rate: items you had to send back
KPIs for a customer support VA
Pick one or two
- First reply time, against your target
- Resolution time, against your target
- Customer satisfaction score from your help desk
- Reopened tickets as a share of closed ones
- Quality score from a monthly sample of [number] tickets
- Tickets escalated that the FAQ could have answered
KPIs for a bookkeeping VA
Pick one or two
- Books reconciled by [day] of the next month
- Corrections your accountant makes per month
- Invoices sent on time
- Overdue invoices chased on schedule
- Bills entered and ready for approval by [day]
KPIs for a marketing VA
Pick one or two
- Campaigns and newsletters sent on schedule
- Leads from the channels they run, against your own baseline
- Email open and click rates, against your own past three months
- Monthly report delivered by [day], with no errors
- Content pieces published against the plan
KPIs for a sales support VA
Pick one or two
- Time from new lead to first contact
- Calls or meetings booked
- CRM records with a dated next step
- Follow-ups sent on schedule
- Share of a monthly CRM sample with complete fields
Monthly review agenda (30 minutes)
Before the call
- Send the scorecard to your VA a day ahead, and ask them to score themselves
- Pull the results for each line from the tools, not from memory
On the call
- 5 minutes: what they're proud of this month
- 10 minutes: go line by line. Start with lines where your scores differ
- 5 minutes: what got in their way, including anything you were slow on
- 5 minutes: one change for next month, and which SOP gets updated
- 5 minutes: what they take over next
After the call
- Save the scorecard in their folder, so you can see the trend
- Send a short summary with the decisions and dates
- Update the SOPs you agreed to change
Setting targets
Don't borrow targets from someone else's business, including from this page. We've left them blank because a fair target depends on your volume, your tools and your customers. Use the first month to measure, set targets from what you see in month two, and raise them only when the job has settled.
Every target should be something you can pull from a tool or count in a sample, and something your VA can actually influence. If a number depends mostly on your ad budget or your product, it's a report, not a KPI.
What the total tells you
These bands are rules of thumb and not benchmarks. The trend over three months tells you more than any single total.
| Weighted score | What to do |
|---|---|
| 85 or more | Hand over more, and ask what they'd like to own next |
| 65 to 84 | A solid month: pick one line and agree one change |
| Under 65 | Talk this week: is the problem the SOP, the access, the workload or the fit? |
| Under 65, three months running | Decide whether this role is the right fit, and act on it |
What not to measure
A scorecard works when both of you can see it's fair. These tend to do damage, or measure the wrong thing:
- Minutes online or mouse activity. Agree hours, have them logged, and judge the work.
- Lines nobody can check. If it's only your impression, turn it into something you can count.
- Too many lines. With more than six or seven, nothing feels important.
- Numbers they don't control. Hold them to the work, and not to the results of decisions you made.
FAQ
What KPIs should I track for a virtual assistant?
Quality, reliability and communication work for any VA. Add one or two for the role: response time for an inbox or support VA, closing dates for a bookkeeping VA, posting schedule for a social media VA. Six lines in total is enough.
How often should I review a VA's KPIs?
Monthly works for most roles, with a first check at day 30. Review more often in the first weeks, using the short daily and Friday check-ins in our onboarding checklist. After that, a 30-minute monthly review is usually plenty.
Should I track a virtual assistant's hours?
Agree the hours, and have your VA log them along with what they worked on, in whatever tool or channel you both use. That's enough for most roles. Keep the scorecard on results, because a full timesheet doesn't tell you the work was any good.
What's a good score on a VA scorecard?
There's no external benchmark, and this page doesn't claim one. Compare each month with the ones before it. As a rule of thumb, we treat 85 or more as a reason to hand over more, and under 65 as a reason to talk this week.
Related
- Onboarding checklist, with the 30-day review
- Tasks to delegate to a virtual assistant
- VA vs freelancer vs agency
KPIs for a social media VA
Pick one or two
What this role pays: Social media manager salary by country