The following reports provide insight into how customer health is trending, NPS feedback, and data on upcoming renewals and potential upsell opportunities. This article explains how to create reports in your own Gainsight instance, and compile them into a Dashboard for use by your VP of Customer Success, or similar leaders.

Report: Habits scorecard measure over time

Report: Habits scorecard measure over time

Gainsight's Habit scorecard measure signals the degree to which the company environment enables the customer to derive strong value from Gainsight. This report displays the current health score color categories that our customer base is associated with over the past 90 days. It is a great way to understand the health trends your customer base is experiencing.
 

Prerequisite Setup

Before you can build the above report, complete the following procedures in sequence:

1. Converting Scorecard Values to Colors

2. Configure Report: Habits Scorecard Measure Over Time (see below)  

3. Configure Habits Improvement & Decline Reports

Configure Report: Habits scorecard measure over time

  1. Navigate to Administration > Report Builder > click + Report
  2. Select the data source: User Adoption
  3. In the “Show me” section, to view the total number of accounts, select something similar to the following and make sure the aggregation is set to “Count”:
  • Object :: Usage Data, Display Name :: Account Name, Aggregation :: Count

4. In the “By” section, the goal is to slice the data by week and by the habits/health score group that the accounts fall under. The following is an example of how you might set up the “By” section:

  • Object :: Usage Data, Display Name :: Week Label
  • Object :: Usage Data, Display Name :: Habits Score Group

5. Depending on your business needs you may want to expand or contract the date range using filters. The following filters are examples:

  • Week Label = Current and Previous CY
  • Habits Score != null
  • The above filter is used to make sure that we have data for customers with actual Health Scores. A new customer to Gainsight may not have a Health Score yet, and thus we wouldn’t want to report upon it.
  • Usage Data Aggregation Level Name = Account Level
  • The above filter is used to identify the type of usage that we want to report upon. Individual usage is not relevant to this report, so we need to verify it is pulling the aggregate for the Account.

6. Click “Apply” and then set your visualization type to “Stacked Column”. The final report should resemble the above image.

7. Enter a report name and click Save.

Configure Report: NPS Sentiment Risk

Configure Report: NPS Sentiment Risk

On a monthly basis, Gainsight sends out NPS surveys to a specific subset of our customers. We have created a report that shows the NPS scores over the last 90 days, so we can gauge overall “Sentiment” of our customer base.

  1. Select the data source:  NPS
  2. In the “Show me” section, you want to view the total count of NPS Survey Responses, so select something similar to the following and make sure the aggregation is set to “Count”:
  • Object :: NPSSurvey Response, Display Name :: Count of Id, Aggregation :: Count
  1. In the “By” section, the goal is to slice the data by the survey response date and by the NPS score type (Promoter, Passive or Detractor).
  • Object :: NPSSurvey Respone, Display Name :: ResponseDate
  • Object :: NPSSurvey Response, Display Name :: NPS Score Type
  1. Depending on your business needs, you may want to expand or contract the date range using filters. The following filters are examples:
  • ResponseDate = Last 90 Days
  • Survey Code (this filter is used to make sure that we have data for specific NPS Surveys we would like to view. Each Survey within Gainsight has a code associated with it that you can select here.)
  1. Click “Apply” and then set your visualization type to “Stacked Column”. The final report should resemble the above image.
  2. Enter a report name and click Save.

Configure Report: Renewals Closed this Quarter

Configure Report: Renewals Closed this Quarter

At the beginning of each week, our VP of Customer Success prepares by taking a look at upcoming and closed renewals, and up-sells for the current quarter. The following explains how to create a report on closed renewals for the current quarter:

  1. Select the data source: Transactions
  2. Add all of the following fields to the "Show me" section, since we want to see the data in a list or table view:
    • Object :: Transactions Header, Display Name :: Account Name
    • Object :: Transactions Header, Display Name :: Booking Date
    • Object :: Transactions Header, Display Name :: ARR
    • Object :: Transactions Header, Display Name :: ARR Delta
    • Object :: Transactions Header, Display Name :: CSM Name
  3. Create the following filters:
    • Booking Date = Current FQ
    • Booking Type <+> (includes) Renewal, Renewal with Upsell and Renewal with Downsell
  4. Click “Apply” and your report should resemble the above image.
  5. Enter a report name and click Save.

Configure Report: Upsells Closed this Quarter

Configure Report: Upsells Closed this Quarter

In conjunction with renewals closed for the quarter, it's also beneficial to see how the CSM team is managing upsells. The following explains how to build a report for upsells closed this quarter:

1. Select the data source: Transactions

2. Add all of the following fields to the "Show me" section:

  • Object :: Transactions Header, Display Name :: Account Name
  • Object :: Transactions Header, Display Name :: Booking Date
  • Object :: Transactions Header, Display Name :: ARR
  • Object :: Transactions Header, Display Name :: CSM Name
  • Object :: Transactions Header, Display Name :: Booking Type Name

3. Create the following filters:

  • Booking Date = Current FQ
  • Booking Type <+> (includes) Upsell

4. Click “Apply” and your report should resemble the above image.

5. Enter a report name and click Save.

Configure Report: Renewals & Upsells Closed this Quarter

Configure Report: Renewals & Upsells Closed this Quarter
  1. Select the data source: Transactions
  2. In the “Show me” section, add the following field to view the sum of the annual recurring revenue:
    • Object :: Transactions Header, Display Name :: Sum of ARR, Aggregation :: Sum
  3. In the “By” section, the goal is to slice the data by the type of booking and account associated:
    • Object :: Transactions Header, Display Name :: Booking Type Name
    • Object :: Transactions Header, Display Name :: Account Name
  4. Create the following filters. Depending on your business needs you may want to expand or contract the date range.
    • Booking Date = Current FQ
    • Booking Type <+> (includes) Upsell, Renewal, Renewal with Upsell, Renewal with Downsell
  5. Click “Apply” and then set your visualization type to “Stacked Bar”. The final report should resemble the above image.
  6. Enter a report name and click Save.

Configure Report: Open Renewals - Current & Next FQ

Configure Report: Open Renewals - Current & Next FQ
  1. Select the data source: Customers
  2. In the “Show me” section, add the following fields to view the sum of the annual recurring revenue and how many accounts are associated with the open renewal dates:
    • Object :: Customer Info, Display Name :: Sum of ARR, Aggregation :: SUM
    • Object :: Customer Info, Display Name :: Count of Id, Aggregation :: COUNT
  3. In the “By” section, the goal is to slice the data by the renewal date:
    • Object :: Customer Ino, Display Name :: Renewal Date, Summarized By :: CSM
  4. Create the following filter:
    • Renewal Date = Current and Next FQ
  5. Click “Apply” and then set your visualization type to “Column Line”. The final report should resemble the above image.
  6. Enter a report name and click Save.

Configure Dashboard

See this article for instructions on how to assemble the above reports into a single dashboard on the Gainsight Home tab.