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Gainsight Inc.

Measure Weights in Scorecards

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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Introduction

This article explains how you can set measure weights in Scorecard. Gainsight recommends that you first read the Configuration section of the Create Scorecards article, so that you can understand where exactly measures are configured in Scorecard setup.

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 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.

Assign Weights

A Scorecard is made up of Measures. Each measure has its own score and the collective combination of all the scores from all the measures determines the overall score for a Scorecard.

You can configure the way in which individual measure’s scores are combined to form the overall health score of a Scorecard, by applying Weights. You can assign a numerical value (weight) to all the Measures used in a Scorecard in the Weights column. The system auto converts the assigned numerical value into a Percentage value for every Measure and also for the Measures weight for the respective groups, and displays them in the % Contribution to Overall score and % Contribution (Group) columns respectively. The Percentage weight of every measure determines its weightage in the overall health Score. You can use any number (weight) from 0- 999999, as a measure weight. It is not required that the sum of all the weights are equal to 100. The sum of the weights can be any value. The system ensures that the sum of all Percentage values is equal to 100%, irrespective of the weights assigned by you. Currently, you can assign integer and floating point numerals as Weights.

Note: The % Contribution (Group) column is only displayed when you add Measure Groups to the Scorecard.

New Configure Weights Screen_Common.gif

You can either set the same weight for all of the measures, or different weights for each measure. If you feel that a particular measure should have a greater impact in the overall score, just assign the highest numerical value to that measure, so that its corresponding Percentage value is highest compared to other measures. Similarly, when you have multiple measures with varying levels of significance, assign weights accordingly such that the most significant measure gets the highest Percentage value, followed by the next most significant measure, whose Percentage value is lower only to the most significant measure, but higher than rest of the measures, and so on.

As depicted in the above diagram, you can use any numerical value in the Weights column. The system auto converts your numerical value into a Percentage value. The weight of a measure does not have any impact on the score of the measure. Weight of a measure only determines its weightage in the overall score. 

You can also use floating point numbers as weights. Similar to integers, the sum of Weights can be any value; the system auto converts the floating point numbers into their Percentage equivalents. You can use floating point numbers up to two decimal points.

New Configure Weights Screen_Common1.png

You can also use a combination of integers and floating point numbers.

New Configure Weights Screen_Common2.png

You can also exclude one or more measures from the calculation of overall score, by not assigning any weight to it. If a measure does not have any weight assigned, it’s not considered in the calculation of the overall score. However, it still has its own health score.

New Configure Weights Screen_Common3.png

For more information on how Measure Group Score and Overall Scores are calculated in Scorecards, refer to the Calculation of Measure Group Scores and Overall Score article under Additional Resources.

Enable Group Weights

Customers who join Gainsight after the 6.15 release will automatically receive the updated measure group handling method and the ability to create exceptions at the group level. But existing customers will have to enable this method via an admin feature toggle at the top of the Scorecard configuration page.

Note: The updated framework handles NA scores differently. We recommend reviewing the section Group Weights Impact before enabling.

6.15 Scorecard Feature Toggle to enable.jpg

Enabling the feature toggle displays the following message:

6.15 Scorecards Feature Toggle Enabled Message.jpg

Group Weights Impact

When the new framework is enabled, the weights of individual scores automatically convert to percentages, but the settings for contribution to overall scores remains the same.

Admins can use the toggle to disable this feature and revert to the previous scorecard framework.

IMPORTANT: Admins have the ability to disable this feature only once. It can not be disabled again after it is enabled a second time.

6.15 Scorecards Feature Toggle to Disable.jpg

Disabling the feature toggle displays the following message:

6.15 Scorecards Feature Toggle Disable Message.jpg

If the feature is turned off, there is no change in scorecard calculations. The relative weight distribution for each measure would be the same, but all weights will be scaled to sum up to 100.

Calculation of Group Weights

With Group Weights individual measures do not directly impact the overall score. Instead they contribute to the measure group score according to their assigned percentage, which then contributes to the overall health score based on the measure group's assigned percentage.

6.15 NXT Scorecards Calculation of Group Weights.jpg

For more information on adding scorecard measures, refer to Create Scorecards under Additional Resources.

Notes:

  • If individual measures become NA, then the group's percentage is redistributed among other groups according to the same ratio as their existing percentages.
  • If all of the measures in the group become NA, then the group's percentage is redistributed among other groups according to the same ratio as their existing percentages.
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