Scorecards help you quantify and easily track the health of your customers. Scorecards use advanced data analytics to combine objective measures such as product usage and customer survey scores, with subjective elements – such as executive relationships and reference-ability. You can then define your overall customer score as a weighted average of these data-driven or subjective measures. Currently, there is a global scorecard for every customer available on the Customer360, and Admins can also configure Relationship Scorecards.
- Scorecard: This term is used for the overall scoring scheme that you set up in Gainsight. A scorecard comprises one or more measures that monitor different signals of health or risk.
- Measure: A measure is a component of a Scorecard, used to track one specific customer health metric.
- Measure Groups: Measure groups are collections of Scorecards measures. For example, you might have one measure group to track Risk measures and another to track Opportunity measures.
Gainsight offers four scoring methods to support a comprehensive scorecard that considers the full picture of customer health. Each method of scoring is suited to different types of data for different use cases. The breakdown below outlines these two elements for each scoring method:
- Manual Scoring
- Rules Based Scoring
- Smart Scores
- Predictive Scoring
Please review this blog post for descriptions and use cases for the four different scoring methods.
Scorecard Key Components
- Measure and Groups
- Scoring Label
- Rules to automatically update scores
- Customer 360 View - On the C360 page for every customer, you can view the overall score as well as individual measure scores, both current and trended over time. CSMs can also manually update scores from the C360.
- Scorecard Summary View - see overall and individual measure scores for a filtered list of customers in a Gainsight dashboard. CSMs can also manually update scores from the dashboard itself.