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Calculation of Measure Group Scores and Overall Score

Gainsight NXT

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.

Not sure what your team is using? Click here.

 

Overview

This article explains how Measure Group Score and Overall Scores are calculated in Scorecards. It is essential to understand the process of Score calculation so that Admins can set Measure Weights by considering the level of significance each measure holds.

IMPORTANT: With the 6.15 release, admins can enable an updated method for handling how measures and measure groups contribute to overall group score. This method method handles NA scores differently, and is designed to be more intuitive. For more information on enabling this framework, and its impact on scorecards, refer to Enable Group Weights.

Calculation of Score for Numeric Scheme

Calculation of Measure Group Scores

The Score of a Measure Group is calculated automatically based on two factors:

  • The weight of each Measure involved in the Group
  • The score of each Measure involved in the Group

The formula to calculate the Measure Group Score is

 { (W1xM1 + W2xM2 + W3xM3 +………….+ WnxMn) / (W1+W2+W3+……..+ Wn) }

Where,

W1, W2, W3…...Wn are the weights of the Measures, used in the Measure group.

M1, M2, M3…….Mn are the scores of the Measures, used in the Measure group.

Consider a Measure Group “Support” with the following details:

Measures involved Weight Score
Number of support tickets 20 47
Avg Time to resolve the ticket 15 59
The frequency of Tickets logging 22 21

You can now substitute the values in the above equation to calculate the Measure Group Score:

= { (20x47 + 15x59 + 22x21) / (20+15+22) }

= { (940 + 885 + 462) / (57) } = 40.122

The Group score is rounded off and displayed as 40.

Calculation of Overall Score

The Overall Score of a Scorecard depends on the Weights of each Measure. The Overall Score is calculated using the formula given below:

{ (W1xM1) + (W2xM2) + (W3xM3) + ………….+ (WnxMn) } / 100

Where,

W1,W2,W3, ……..Wn are the Percentile contribution of the Measures, used in the Scorecard.

M1,M2,M3, ……....Mn are the scores of the Measures, used in the Scorecard.

Consider a Measure Group “Support” with the following details:

Measures involved Percentile Contribution of the Measure Score
Number of support tickets 34% 46
Avg Time to resolve the ticket 29% 39
The frequency of Tickets logging 45% 21

You can now substitute the values in the above equation to calculate the Overall Score:

= { (34x46 + 29x39 + 45x27) / 100 }

= { (1564 + 1131 + 1215) / 100 } = 39.1

The Overall Score is rounded off and displayed as 39.

Scorecard Calculations

The following image shows a few examples of how weighting is used in scorecard calculation. In Case #1, every single measure has a score. In Case #2, some scores have not yet been filled in.

Scorecard Calculations

Note: If all measures have 0 weight, they will be weighted equally. If some measure has a weight and others do not, the measures that will not be calculated into the overall score.

Calculation of Scores for Color and Grading schemes

The Score for a Color or Grading scheme is the average value of the Range to which it belongs. For example, if you are using Color scheme and have configured 0-20 as the Range for Red scheme, and if your Measure falls in the 0-20 Range, it is assigned the Red label. If you are using the grading scheme, you can view the color and the associated letter with it.

The average value of the Range is considered to be the score of the Measure. So, a Measure which belongs to the 0-20 Range, will have 10 as its Measure Score. The Weightage of this Score is used in calculation of Overall and Group level scores. The calculation method remains the same as in case of Numeric scheme.

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