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.
What are the most important scores for customers?
There is no easy way to determine what scores are most relevant to you, but we would be more than happy to work with you to assess your business needs and translate those into meaningful scorecards.
Which range does the “From” value fall into when using the Numeric (0-100) ranges?
Except for the 0-X range, the “From” value is not included in the scoring scheme ranges. So in the case of:
- 0 - 50 range, scores 0 - 50 are considered as Red.
- 50 - 75 range, scores 51 - 75 are Yellow.
- 75 - 100 range, scores 76 - 100 are Green.
What should CSMs do when a score is red?
Your Gainsight Admin can set up CTAs (Calls to Action) to trigger based on certain scores. If an action is required when a score turns red, you will receive a CTA in Cockpit.
What’s the relationship between a measure and a CTA?
Measures and CTAs are independent of each other, but they do interact in two ways:
- Measures -> CTAs: Your Gainsight Admin may set up CTAs to trigger based on certain values for specific measures.
- CTAs -> Measures: Some measures may set their values based on the status of CTAs (e.g. number of Risk CTAs).
Can data from custom connectors be used in Scorecards?
Yes, the data looks the same in Gainsight and can be used in Scorecards.
The Scorecard is not very accurate.
Review the existing measures and adjust the Scorecard to more accurately reflect the health of your customers. Your team should consider:
- Adjusting the measures, thresholds, and/or weightings.
- Ensuring that there are no data issues with automated measures.
- Ensuring that manual measures are being properly updated.
- Removing inaccurate measures.
The Scorecard is not actionable
Set up CTAs so that your team can follow up on certain scores. For example, when customer sentiment is low, you can trigger a CTA to ask the CSM to reach out to the customer to address any issues they are currently experiencing. When customer sentiment is high, you can trigger a CTA to ask the CSM to consider the customer as a candidate for a sales reference. These CTAs can help direct the team to perform actions based on different scenarios.
There are too many measures.
Having too many measures can be overwhelming for the team and can dilute the value of the most important measures. Review the existing measures and identify the measures that are not critical to your business. Consider removing these measures, especially if they are rarely used.
I have certain scores that apply to some customers but not others.
You can configure multiple scorecards for different types of customers (by lifecycle stage, segment, industry, etc.). First, segment your customers based on the types of scores that you need. Then, design an optimal scorecard for each segment. For more information on how to do this, refer the Create Scorecards article.
What are the capabilities of Scorecards
Scorecards are built on top of Gainsight's tech stack (MDA). It is built with Gainsight standard Company and Relationship objects. Using Scorecards, you can create Company and Relationship scorecards at one place. Following are some benefits of Company and Relationship Scorecards.
|Company Scorecards||Relationship Scorecards|
|Tech Stack||Relational Data Store (Postgres)||Relational Data Store (Postgres)|
|Object Structure||Linked with GS Company Object||Linked with GS Company, Relationship Object|
|UI||New UI||Look and feel of the current UI|
|Scheduler (automatic scorecard assignment)||Yes||Yes|
|Reporting||Scorecard Fact and History in Postgres||Scorecard Fact and History in Postgres|
|Scorecard Mass Edit||Previous: UI Views
Now: Configure using Report Builder
|No change. Configure using Report Builder.|
|Score Overrides (Exceptions)||Yes||Yes|
What is the volume of Usage Data (scorecard history) that will be copied over to Scorecard History tables in Scorecard?
Data for a period of 1 year in scorecard history will be migrated. Usage Data for the period beyond one year will not be migrated to Scorecard.
Does every Scorecard need to have separate measures?
No. The measures are common and can be included in multiple scorecard configurations. Within individual scorecard configurations, the measure weights can vary.
If a customer moves from stage A to stage B, do the Measures from A move to B or have an influence on those in B?
Scorecard configurations do not influence each other. The measures are tied to the specific scorecard configuration, but the same measures may be included in multiple scorecard configurations.
What happens to the historical data if a customer moves from stage A to stage B?
There is no impact on scorecard history.
What would the out-of-the-box health score report look like when customers across stages have multiple scorecard configurations?
The scorecard mass edit view will be available for each scorecard configuration.
Does Scorecard utilize UI Views that display in the Customers Tab?
No. Scorecard uses a Report Builder > Mass Edit Report feature to display the consolidated scorecard view on the Gainsight Home Dashboards.
Where does Scorecard store its data?
Structural data and Snapshots are stored on MDA only and the data is also integrated with GS Standard Objects.
Can Scorecard Data be used in Power Lists?
Currently, Scorecard objects cannot be referenced in Power lists. However, with Program Query builder can access Scorecard data, which can be merged with Company data to bring in participants.
Why do I still see a Numeric value even when I am using a Color or Grading scheme?
The numeric value you see in Color of Grading schemes is the average value of the Range, to which your Measure belongs. This value is considered to be the Score of the Measure. Depending on the Range to which this score belongs to, the respective Color (if using Color scheme) or Color and letter (if using Grading scheme) is displayed. The weightage of this Score is considered while calculating Group and Overall Score.