IMPORTANT UPDATEWe have a plan to retire Scorecards 1.0 by February 15, 2021. After February 15th, users will not have access to the Scorecards 1.0 feature. Customers using this feature are requested to upgrade to 2.0 by that time. You can use the following resources to know about our plans, FAQs, and 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
In this article, you will learn about:
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|
|Reporting||Scorecard Fact and history from postgres||Usage Data and Scorecard Fact||Scorecard Fact and Snapshot|
|Exceptions for Overrides||Yes||No||Yes|
- Rules to automatically update scores - Learn how the Rules Engine may be used to update scorecards on a scheduled basis based on calculated fields.
- Update Customer Health Scorecards Manually - On the Customer 360 page, 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 Measure Label Support - Build reports using scorecard measure labels on Usage Data, User Adoption, and GS Scorecards objects
- 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.
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|NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld|