This guide walks you through setting up two rules to support a Sentiment Risk Scorecard measures in Gainsight. These rules support Gainsight’s new Risk Management Framework for Scorecards. The sentiment scorecard is used to bring visibility to customers that are very happy or very unhappy.  This process assumes you're using an NPS survey to collect customer feedback and a CTA to notify CSMs to follow up.  In this example, we’ll be using Gainsight’s Risk Management Framework to update the scorecard; the Detractor NPS score/risk CTA will negatively impact the sentiment scorecard, and a ‘flagged’ risk CTA will drive the sentiment scorecard even lower.

Vault Assets

In this example, we suggest downloading 2 Rules assets from Vault to guide you in the development of your Scorecard rules.

Rule: Sentiment Score Green

Rule #7 - Sentiment Score Green
  • Object: Account
  • Show
    • Account::Id
    • Account::Account Name
  • Filters
    • Customer Info::Status | includes | Active

Rule Action

Rule Action
  • Action Type: Set Score
  • Select Measure: Sentiment
    • Note: This should be the scorecard measure that you set up for Sentiment Risk
  • Set Score from: Choose the Green value
  • Comment (optional): It’s helpful to add comments that add clarification for why the score was set to this color.

Rule: Sentiment Score Yellow or Red

Rule #8 - Sentiment Score Yellow
  • Object: Call to Action
  • Show
    • Account::Id
    • Account::Account Name
    • Call To Action::IsFlagged
  • Filters
    • Call to Action::Reason | includes | Sentiment Risk
      • Note: Replace this with your CTA Reason for a Sentiment Risk
    • Call to Action::Status | excludes | Closed
      • Note: Replace this with your CTA Status’ that are ‘Closed’
    • Customer Info::Status | includes | Active

Rule Action

Rule Action

Action 1

  • Action Type: Set Score
  • Select Measure: Sentiment
    • Note: This should be the scorecard measure that you set up for Sentiment Risk
  • Set Score from: Choose the Yellow value
  • Comment(optional): It’s helpful to add comments that add clarification for why the score was set to this color.
  • Criteria: Call to Action::isFlagged | not equal to | true

Action 2

  • Action Type: Set Score
  • Select Measure: Sentiment
    • Note: This should be the scorecard measure that you set up for Sentiment Risk
  • Set Score from: Choose the Red value
  • Comment(optional): It’s helpful to add comments that add clarification for why the score was set to this color.
  • Criteria: Call to Action::isFlagged | equals | true
Rule #9 - Sentiment Score Red

Working on a business challenge?

If you're working on "B6: We are seeing churn due to poor customer satisfaction,"you can return to the business challenge for next steps.

If you're working on "D1: We don't know which customers to use as references and in marketing activities," you can return to the business challenge for configuration step 3.