This article provides instructions on how to update scorecards for individual customers on the C360/R360 page, as well as in a group using Gainsight Dashboards or using Mass-edit View. Scorecards provide a systematic method for measuring customer health as a whole, and according to specific measures. Scorecards are configured by the Gainsight Admin. Scorecard measures are custom for every organization, but typically these measures are based on data from product usage, support tickets, engagement data, NPS or survey data, or the input entered manually by a CSM.
Scorecard Trend Indicator
In the C360/R360 Scorecard section, the overall health score is displayed along with a trend indicator. The overall health score is calculated based on the score of each measure groups. The health score of a measure group depends on the health score of all its measures. The trend arrow indicates whether the health score for a measure, measure group, or overall health score is trending up, down, or is remaining steady.
In the following image, the score you see in the circle is the Current score. This score is stored in the Scorecard fact object. The Overall Health score is 77. There is a Measure group known as Customer Outcomes. This group has five measures and its current score is 100. You can also view the scores of individual measures, present in this measure group. The last measure in this group ROI(DEAR) is created recently. So it does not have a current score or Score history.
The Scorecard trend arrow works as follows:
- If the Current Score is better than the old Score, the Score shows an UPWARD trend.
- If the old Score is better than the Current Score, the Score shows a DOWNWARD trend.
- If the Current Score and old score are same, the Score trend remains the same.
The bars to the right of the score, displays the overall health trend history for the measure, measure group or Overall health. These bars do not include the Current Score. The bar on the extreme right indicates the most recent score, which existed before the Current Score. This score represents the score for previous week, but is updated on a daily basis.
For example, consider the week starts on 8th of July and ends on 14th of July. So, the Current Score is set at 12am on 8th July. The bar on the extreme right indicates the score which existed on 7th July 11.59 pm. This is the most recent score which existed prior to the Current Score. The Current Score is modified automatically at 12 am of 9th July, 10th July and so on for the entire week. The score of the previous day is shown in the most recent score bar. This happens up to 11.59 pm of 13th July. On 13th July 11.59 pm, the most recent score bar is freezed. This is not modified anymore. Instead a new bar appears on the right. This bar is for the week of 15 July - 21 July. The Current Score holds the score which was present on 14th July 11.59 pm and is again updated on a daily basis.
On the right, there is also a large text field for notes and comments. You can enter comments for the Overall Score, Measure or Measure groups.
Scorecards are organized according to whether they are based on quantitative data or qualitative (subjective) data. Qualitative scorecards are the ones that CSMs are typically responsible for maintaining; CSMs can only update 'manual' measures. Whereas, rules can be used to update 'manual' and 'automated' measures. The manual and automated measures icons are shown in the following image.
Note: CSMs can modify comments for both manual and automated measures.
Update Individual Scorecard Measures (1.0 and 2.0)
Note: This procedure applies to both Scorecard 1.0 and Scorecard 2.0
- Navigate to the Scorecard section in C360/R360.
- Click on a measure under a group. The Update Measure dialog appears.
Set a score using the slider or use the UP and DOWN arrows on your keyboard. A scoring scale appears and you can drag the circle on the scale to update the score. Depending on the measure, additional information may display that helps explain the current score.
- After setting a score, click SAVE SCORE to save the new score.
- Click ESC or Close (X) to close the update scores dialog.
1. Click RENEW SCORE to automatically refresh the score based on available data and business rules that control that particular measure.
2. You can click REMOVE SCORE if you find the particular score is not relevant.
Update Scorecards through Gainsight Dashboards
The Gainsight Homepage contains customized dashboards that display sets of reports. Your Gainsight Admin may have specifically configured a Scorecards Dashboard for viewing and editing, or the Scorecard report may be displayed as part of your My Customers Dashboard. In either case, you will see a table view of customer data with the overall health score and individual health measures displayed.
- Double-click a cell to display the scoring scale. You can drag the circle on the scale to update the score.
- Click SAVE SCORE to save your changes, or click X to cancel. Alternatively, click RENEW SCORE to automatically refresh the score based on available data and business rules that control that particular measure.
Note: the overall health score will be adjusted according to the weighting system in place for the measures.
- Click the column header name (for example, Overall Health, Sponsor, Reference as shown in the image above) to sort by ascending/descending values.
- Use filters at the top of the columns to quickly locate a specific customer, or to filter for customers with upcoming renewal dates, for example.
- To add comments about a measure, click the Comments checkbox in the upper right corner. An editable field for comments is displayed for each measure in the table.
- To add goals for a customer, click the Goals checkbox next to the Comments checkbox. An editable field for goals is displayed for each measure in the table.
- (Optional) Click Filter (funnel icon) to create an advanced filter, or click Export to export the table to Excel.
Note: When you click the Customer name on the left, you will be navigated to the Customer 360 view.
Mass-edit Scorecard Measures from Report Builder
Along with updating scorecards from a dashboard you also have the option to mass-edit scorecard measures from Report Builder. For more information, see update scorecards by mass-editing from Report Builder.