Want to try a new version of Scorecards?
An advanced version of Scorecards known as Scorecards 2.0 is now available. This version of Scorecard is built on Gainsight's cutting edge Matrix Data Architecture (MDA) technology and is much more powerful and efficient than its Scorecards 1.0. Scorecards 2.0 allow you to setup multiple Scorecards thus enabling you to use different measures for different companies, as required. You can use the following resources to get started with Scorecards 2.0

 

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.

The benefits of using Scorecards include:

  • Standardization - ensure that you have a single source of truth that represents your customers’ health
  • Flexibility - develop sophisticated models to create scores that accurately reflect your customers’ health
  • Aggregation - get a holistic view of your customer base to assess trends and pinpoint customers for specific actions
  • Automation - set your scores to update automatically based on new inputs over time

scorecard sample.png

In this article, you will learn about: 

  1. Scorecards 1.0
    1. Account Scorecards (1.0)
    2. Relationship Scorecards (1.0)
  2. Methods to Set Scores

Account Scorecards (1.0)

Account Scorecards are used to track Customer metrics, Key Performance Indicators (KPIs), or other measures of Customer Health. Scorecards can be segmented by groups as well as optionally have weights applied to them to increase their representation. You can access and create Account Scorecards at Administration > Account Scorecards. For more information on Account Scorecards, see Configure Account Scorecards(1.0). 

Relationship Scorecards (1.0)

Relationship Scorecards help you create scorecards for different relationship types. Similar to an account scorecard, a relationship scorecard is based on a weighted average of measures that define the relationship.  A measure refers to an area of customer health that you wish to track and monitor, such as usage, NPS score, adoption, support cases, and so on. In addition, you can assign different weights (values) to these measures. This helps you control how different measures impact the overall health score of a customer or relationship.

Note: You must enable Relationships and Redshift to see the tab under Administration > Health Scoring > Relationship Scorecards.

For more information on Relationship Scorecards, see Relationship Scorecards(1.0).

Methods to Set Scores

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. Following are the general ways of updating the scores in Gainsight: 

  • Manual Scoring
 (setting the scores manually from 360-view, Gainsight Dashboards, and Report Builder)
  • Automatically setting the scores using Rules Engine. 
  • Smart Scores
 (works only with Scorecards 1.0)
  • Predictive Scoring


For descriptions of the different scoring methods, see this blog post. 

Evolution of Scorecards

In February 2017, Gainsight released Scorecards 2.0. In Scorecards 1.0 (Account and Relationship Scorecards) you have to create Account and Relationship scorecards separately and manage them at different places in Gainsight. With Scorecards 2.0, you can manage Account/Relationship scorecards in one place and use new features such as Multiple Scorecards. All new customers are encouraged to use Scorecards 2.0, and Gainsight recommends customers on 1.0 to migrate to 2.0. 

The table below compares Scorecards 2.0 and 1.0: 

  Scorecards 2.0 Account Scorecards (1.0) Relationship Scorecards (1.0)
Created in MDA SFDC (Not recommended) MDA
Multiple Scorecards Yes No No
Reporting  Scorecard Fact and history from postgres Usage Data and Scorecard Fact Scorecard Fact and Snapshot
Group Measures Yes Yes Yes
Score Grouping Yes No Yes
Score Override Yes No Yes
Scorecard Mass-Edit Yes Yes Yes
Exceptions for Overrides Yes No Yes

Resources