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Gainsight Inc.

Create Measures and Measure Groups

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.

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This article is the first item in a series of Scorecard configuration articles. Gainsight recommends you to refer to the Scorecards Overview article before you start off with the series of articles.

This article introduces you to Measures and Measure Groups in Scorecards. You can also learn the process of creating and configuring Measures and Measure Groups in this article.

Measures are the building blocks of Scorecards. A measure is basically a metric, associated with a customer, which you wish to track. A Measure can be any key aspect related to a customer like Product Usage, Support tickets, NPS® score, and so on. Every Measure has a Health Score, which represents the customer’s health for that particular Measure.

Important notes on Measure functionality:

  • You can create a Measure for a Company or a Relationship.
  • A Company Measure can only be used in Company Scorecard and Relationship Measure can only be used in Relationship Scorecard.
  • The Health Score for a Measure can be set manually, or automatically through the Rules Engine.
  • An individual Measure can be used in multiple Scorecards.
  • You can use Measure Scores to create reports.

IMPORTANT: With the 6.15 release, admins can enable an updated method for handling how measures and measure groups contribute to the overall group score. This 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 Measure Weights in Scorecards.

Create Measures

To create a Measure:

  1. Navigate to Administration > Scorecard. The Scorecard window is displayed.
  2. Select either Company or Relationship from the entity drop-down field depending on the type of measure you want to create.
  3. Select the Measures tab and click Create

6.16 NXT AdNav Scorecard Measure Create Button Highlight.jpg

  1. Perform the following tasks:
  1. Enter a name in the Measure name field.
  2. (Optional) Enter a description in the Measure description field.
  3. Select Manual or Automated option in the Measure type field. Automated is selected by default. If you select Manual, the Measure score can be set manually by your end-users, otherwise, it can be set automatically from Rules Engine.
  4. Click SAVE.

6.15.2 Add new measure Automated default.jpg

Note: Edit icon corresponding to the Measure on the Measures screen allows Admin to modify the Measure Type from Manual to Automated and vice versa after creating the Measure.

Create Measure Groups

A Measure Group is a collection of Measures. You can use a Measure Group to combine related Measures. Measure Groups also have a Score. This score is automatically calculated based on the score of each measure (Group level scores are calculated only if Enable group scores checkbox is enabled on the Scorecard setup page).

For instance, Measures like Product Risk, Bug risk, Support risk, can be added to a measure group called Risk.

Important notes on Measures Group functionality:

  • You can create a Measure Group for a Company or Relationship.
  • A Company Measure Group can only be used in Company Scorecard and Relationship Measure Group can only be used in Relationship Scorecard.
  • A Measure Group and a Measure can have the same name.
  • An individual Measure group can be used in multiple Scorecards.
  • You can use a Measure Group’s Score to create reports.
  • When admins create a Measure Group, they must add all of the measures they want to include in the group across all scorecards. When they add the Measure Group to a specific scorecard, they can choose the measures from the group they want to include for that card.

To create a Measure Group:

  1. Navigate to Administration > Scorecard. The Scorecard window is displayed.
  2. Select either Company or Relationship from the entity drop-down field depending on the type of measure you want to create.
  3. Select the Measure Groups tab and click Create.

6.16 AdNav Scorecard Measure Groups Create Button Highlight.jpg

  1. Perform the following tasks:
    1. Enter a name in the Group name field.
    2. (Optional) Enter a description in the Group description field.
    3. Click Add Measure, the Add Measures screen appears. 

  6.15 NXT Scorecards Create Measure Group Screen.jpg

  1. Select the measures you want to include in the group across all scorecards. When you add the Measure Group to a specific scorecard, you can choose the measures from the group to include for that card. You can click the Measure Name or Created On column headers to sort the measure list based on those fields. 6.15.2 Scorecards Header Sort.jpg
  2. Click Add.
  3. Click Save.

In the above example, a Measure Group called Support tickets is created for a  Company. You can create measures like JIRA tickets, Community tickets, etc., and add all of those measures to this Measure Group.

After Measures are added to a group, you can reorder them by clicking on the drag icon and moving the measure to a new position.

6.15.2 Reorder Icon.jpg

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

 

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