Calculation of Measure Group Scores and Overall Score
Gainsight NXT
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.
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.
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 the measure belongs. For example, if you are using the Color scheme and have configured 0-20 as the range for the 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 or grade as configured in the scheme settings.
IMPORTANT: In the Color and Grading scheme, the score value that is displayed on mouse hover is the range average. However, for the calculation of Group Score and Overall Score, the Numeric scheme method described above is considered at the backend.