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Gainsight Inc.

Catch-up on Scorecards Enhancements

May 2019: 6.3 Release

Scorecards provide a robust, comprehensive framework that accurately measures customer health. Gainsight scorecards can capture the nuances of customer health by supporting multiple scorecard models, measuring both objective and subjective inputs, calculating weighted overall health and accounting for scoring exceptions.

  1. Scorecard Habits report available out-of-the-box: A Scorecard Habits Report allows you to review your customer’s health scores. This report displays the trends with reference to your configured grading scheme. Previously, you had to manually build a habits report. With this enhancement, Gainsight now allows you to choose a habits report from the drop-down menu. When you select Account Scorecard History or Relationship Scorecard History in the Report Builder page, you can now select Scorecard Habits as the report type. Selecting this option provides you with basic fields in Show me, by and filters section. You can add more fields as required. If you created a habits report previously, those reports are automatically updated with the Scorecard Habits report type.
    1. Navigate to Administration > Analytics > Report Builder.
    2. Click + REPORT.
    3. Select either Account Scorecard History or Relationship Scorecard History object.
    4. From the Report Type drop-down menu, select Scorecard Habits.

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  1. Scorecard Grouping by Scheme in Habits Report filters: When you filter a Habits report using the Scorecard Name field, all of the available scorecards are grouped automatically based on their scoring schemes.

    To use this enhancement:
    1. Navigate to Administration > Analytics > Report Builder.
    2. Click + REPORT.
    3. Select either Account Scorecard History or Relationship Scorecard History object.
    4. From the Report Type drop-down menu, select Scorecard Habits.
    5. Select Scorecard Name field in the filters. You can view that Scorecards are grouped according to their scoring scheme.

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  1. 25. Comm.png Ability to select Comments for specific measures in a mass edit report: You can now view comments for measures and overall score from the Mass edit report. The comments are displayed only for the selected Measures.

    To use this enhancement:
    1. Navigate to Administration > Analytics > Report Builder.
    2. Click + REPORT.
    3. Select a fact object as the source.
    4. From the Report Type drop-down menu, select Scorecard Mass Edit.
    5. Add Measures and Overall score to the Show me section.
    6. Click RUN.
    7. From the settings icon, click Chart options and select the check box for the measures for which you wish to view comments.

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You can clear the checkbox to remove the comments column. Select the checkbox for other measures to view their comments.

April 2019: 6.2 Release

Scorecards are the ultimate barometers of your customers’ health. They transform qualitative and quantitative metrics into customer health scores that can help inform your decision-making. Scorecards 2.0 provides a single place in Gainsight to configure and manage both Account and Relationship scorecards. Multiple scorecards enable you to have different scorecard configurations in Gainsight which can be applied to different Accounts/Relationships automatically, based on criteria like customer stage or lifecycle, etc.

  1. community logo.pngAbility to move Measures into Measure Groups: Previously, on the Scorecard configuration page, you could only move the Measures from one group to another. However, you could not move an individual Measure which was not part of a group, into another Measure Group. With this release, in the Configure Area section, you can now directly drag and drop individual Measures into the Measure Groups and vice versa.

Measures into Measure Groups.gif

  1. 43..pngImproved Scorecard Rules Execution Excel: Previously, in the Rules Execution Excel sheet only the GSID’s of the Company, Scorecard, Measure, Current Score, Previous Score are displayed in the sheet. With this release, to avoid confusion about GSID, it is replaced with the name, except for the Company/Relationship ID column. For example; Company Name, Scorecard Name, Current Score, Current Label, Previous Score, etc.

    Note: Currently, this improvement is only applicable to the Set Score 2.0 action type, and not yet implemented in the Load to Scorecard History action type.

46. Improved Scorecard Rules Execution Excel.gif

  1. Ability to modify Manual Measure to an Automated Measure and Vice Versa: With this release, you can now modify the Measure Type from Manual to Automated and vice versa, by clicking the Edit icon on the Measures page.  

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  1. Increase of History Bars in Summary View: With this release, the Summary View History Bars have increased from 12 to 18 to view the history of the customers for the last 18 weeks.  

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  1. New Configure Weights Screen: With this release, a new % Contribution (Group) column is added to the Configure Weights screen to determine the contribution of the Measures weight for the respective groups.

    Note: This column is only displayed when you add Measure Groups to the Scorecard.

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  1. Filters only Display the Schemes Used in Scorecards while Generating Unified Mass Edit Report: With this release, only the Scheme Types which are used in the Scorecards are displayed while generating the Unified Mass Edit Report. For example, if only Numeric and Color Scheme Types are used in the Scorecards for generating report then only those two Scheme Types are displayed in the Filter, instead of displaying all the Scheme Types.

50. Filters only Display the Schemes Used in Scorecards while Generating Unified Mass Edit Report.gif

  1. Ability to Handle the Case of Measure Score N/A when Displaying % Contribution in Summary View: Previously, the percentage contribution of each Measure to an overall score, defined in the Configure weights screen, was directly displayed in the Summary View of the C360 page of that customer. With this release, if the Measure has no score, then that Measure is not considered. However, based on the scores of other Measure weights, the percentage contribution of the overall score is calculated dynamically.

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February 2019: 6.0 Release

Scorecards are the ultimate barometers of your customers’ health. They transform qualitative and quantitative metrics into customer health scores that can help inform your decision-making. Scorecards 2.0 provides a single place in Gainsight to configure and manage both Account and Relationship scorecards. Multiple scorecards enable you to have different scorecard configurations in Gainsight which can be applied to different Accounts/Relationships automatically, based on criteria like customer stage or lifecycle, etc.

  1. Ability to Freeze First Column in Mass Edit Report built on Unified Fact Object: Previously, a Scorecard Mass Edit report built using Unified Fact Object as the source, did not support the freeze first column feature. However, with this enhancement you can now freeze the first column of a Mass Edit report, built on a Unified Fact object. Admins can include important fields like Company Name as the first column, and then scroll to the right and easily view various aspects of each Company in multiple columns. Admins need not scroll back and forth anymore.

    For more information about using this enhancement refer to the Filter/Sort Mass Edit Report section of the Edit Scorecard 2.0 with Mass Edit Report article.

January 2019: 5.22 Release

Scorecards are the ultimate barometers of your customers’ health. They transform qualitative and quantitative metrics into customer health scores that can help inform your decision-making. Scorecards 2.0 provides a single place in Gainsight to configure and manage both Account and Relationship scorecards. Multiple scorecards enable you to have different scorecard configurations in Gainsight which can be applied to different Accounts/Relationships automatically, based on criteria like customer stage or lifecycle, etc.

  1. New Scorecard UI for C360 page: With this release, Gainsight introduces a new Scorecards view on the C360 page known as the Summary view. The previous view is still available and will be known as the List view. You can toggle between the two views. State preservation is honored between the two views. The newly introduced Summary view appears as follows:

    To access the Scorecard Summary view:
    1. Navigate to the 360 view for a Company or Relationship.
    2. Click the Scorecard 2.0 section.
    3. Click the summary view icon.

17. Summary view.png

The Summary view components are explained below:

  • 1 - The switch to toggle between Summary view and List view.
  • 2 - Scorecard history for the Overall Score. The Summary view can display the history for up to 12 weeks. Each bar represents the Score for one of the past weeks.
  • 3 - The Overall Score and the score for a Measure or Measure Group is displayed in circle. You can also view the Score trend. The > symbol indicates that there is no change in trend, an upward arrow (^) indicates a positive trend and a downward arrow (⌄) indicates negative trend. In the above image, Primary Group has a negative trend, Bug measure has a positive trend, Overall Score has no change in its trend.
  • 4 - The Summary view groups Measures which are not part of any Measure group into an Ungrouped Measures group. There can be multiple Ungrouped Measures groups based on the location of Measures in the Scorecard Configuration page.
  • 5 - Measures grouped together are displayed under their respective group name. In the above image, Primary group is a measure group with three measures.  
  • 6 - Scorecard trend indicator for the Measure Group. The Summary View displays Scorecard history up to 12 weeks.

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On the Summary view you can also view the percentage contribution of each Measure to the Overall Score, and if Overall Rollup is enabled for a Scorecard. (In the above image, Overall Rollup was not enabled). A measure’s % contribution to the overall score is displayed in the top right corner of each Measure.

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Apart from the ability to view a measure’s contribution to the overall Score, you can perform the following tasks which were included in List view:

  • View Scorecard History for Measures: The Scorecard History for measures is displayed on the measure detail view. To view the Measure detail view, click the required Measure. You can view the Scorecard history upto 12 weeks.
  • Insert Comments: You can insert comments only for Measures and Overall Score. Comments can be inserted and viewed from the detail view.

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  • View Measure description and Stale Scores: You can view the Description for a Measure by hovering on the required measure. You can also view if a Measure's score is outdated. Outdated measure scores are called stale scores and are represented by an exclamation symbol. You must click this symbol to view stale score description.  

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  • View Exceptions for Overall Score: If the overall score is influenced by an exception, you can view a corresponding notification on the Overall Score. You can click this notification to see the details of the exception.

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  1. Ability to clear Scorecard comments through Rules: Previously, you could only modify the existing comments from Rules. However, with this enhancement you can now clear the existing comments via rules. A new Clear Existing Comments check box has been introduced in the Set Score 2.0 Action Type which allows you to clear the comments.

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When you select this check box, the existing comments for the respective Measure are deleted whenever the rule executes. When you clear this check box, a text box is displayed for entering your comments. The existing comments are replaced by your comments, when the rule executes.

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Business use case

Consider a scenario in which the Score for a Measure is 80. The CSM enters some positive comments (say, required score achieved) for this Measure, on the 360 page. After a few days, the this Measure is not applicable and the rule sets is score as N/A. However, the C360 page still displays the old Comments (required score achieved). With this enhancement, you can now clear the comments.

To use this enhancement:

  1. Create a new Rule. For more information on how to create Rule, refer the Bionic Rule task Creation article.
  2. Click DATASET.
  3. Select a required Source object.
  4. Drag and drop the required fields to Show and Filters section.  
  5. Click SAVE.
  6. Click Setup Action.
  7. Click + ACTION.
  8. Configure the Set Score 2.0 Action Type.
  9. Select the Clear Existing Comments check box, to delete existing comments.
  10. Click SAVE.

 

 

 

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