This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.
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This article introduces Gainsight Scorecards to Admins and CSMs. Furthermore, it explains the components of a Scorecard and the concept of Measures and Measure Groups.
In today’s competitive business world, it’s essential to proactively monitor your customer’s vital signs, usage trends, and other important dimensions. Gainsight Scorecards allow you to track multiple dimensions of a customer’s health and also provide you the ability to report on recorded dimensions. Each dimension in a Scorecard is known as Measure. You can use multiple Measures to track various aspects of a Customer’s health.
With Scorecards, you can set a score for each Measure either manually or automatically through Rules Engine. Scorecards provide you with the flexibility of number, letter, or color grading schemes. For example, for a Product usage Measure, you can use the Numeric grading scheme and set the criteria as follows:
In the above example, if a customer’s product Measure score is 45, the score is deemed to be poor, based on the criteria.
Just like the Product usage metric example, you can set and view scores for other important Measures like Customer Support, Renewal chances, Product bugs, and so on.
A few key points about Gainsight Scorecards are:
- You can group similar Measures to form a Measure group. For example, if you have a ‘Support group’ and within that you have ‘Age of the tickets’, ‘Severity of the tickets’ etc. as a measure.
- Scorecard is a collection of Measures and Measure Groups. You can create any number of Measures or Measure groups and then add the required Measures and Measure Groups to your Scorecard.
- A Scorecard's score is automatically set, based on the scores of the Measures, present in the Scorecard. Similarly, a Measure Group Score is set automatically based on the Scores of Measures, present in the Measure Group.
- A single scoring method might not be applicable to all customers. In such cases, you can maintain multiple Scorecards. There can be multiple Scorecards applicable for a Customer or Relationship, but at any given point of time, you can assign only one scorecard to a customer or Relationship.
- You can create Scorecards for a Company or Relationship entity.
Scorecard Consumption areas
A Gainsight admin can configure Scorecards from the Administration > Health Scoring > Scorecard section. Administrators can create Measures, Measure Groups, and Scorecards; furthermore, an admin can also configure grading scheme (Color, Letters, or Numbers), weights, exceptions, and set validity period (describe validity period in brief).
An end-user can view their customer’s Scorecard section on the C360 page. Similarly, Relationship scores can be viewed from the R360 page. End users may modify scores for subjective measures such as sentiment, but only if the score is specified as ‘Manual’ during the configuration.