# Calculation of Measure Group Scores and Overall Score

`Gainsight NXT`

## Overview

This article explains how Measure Group Score and Overall Scores are calculated in Scorecards. It is essential to understand the process of Score calculation so that Admins can set Measure Weights by considering the level of significance each measure holds.

## Calculation of Score for Numeric Scheme

### Calculation of Measure Group Scores

The Score of a Measure Group is calculated automatically based on two factors:

• The weight of each Measure involved in the Group
• The score of each Measure involved in the Group

The formula to calculate the Measure Group Score is

{ (W1xM1 + W2xM2 + W3xM3 +………….+ WnxMn) / (W1+W2+W3+……..+ Wn) }

Where,

W1, W2, W3…...Wn are the weights of the Measures, used in the Measure group.

M1, M2, M3…….Mn are the scores of the Measures, used in the Measure group.

Consider a Measure Group “Support” with the following details:

Measures Involved Weight Score
Number of support tickets 20 47
Avg Time to resolve the ticket 15 59
The frequency of Tickets logging 22 21

You can now substitute the values in the above equation to calculate the Measure Group Score:

= { (20x47 + 15x59 + 22x21) / (20+15+22) }

= { (940 + 885 + 462) / (57) } = 40.122

The Group score is rounded off and displayed as 40.

### Calculation of Overall Score

The Overall Score of a Scorecard depends on the Weights of each Measure. The Overall Score is calculated using the formula given below:

{ (W1xM1) + (W2xM2) + (W3xM3) + ………….+ (WnxMn) } / 100

Where,

W1,W2,W3, ……..Wn are the Percentile contribution of the Measures, used in the Scorecard.

M1,M2,M3, ……....Mn are the scores of the Measures, used in the Scorecard.

Consider a Measure Group “Support” with the following details:

Measures Involved Percentile Contribution of the Measure Score
Number of support tickets 34% 46
Avg Time to resolve the ticket 29% 39
The frequency of Tickets logging 45% 21

You can now substitute the values in the above equation to calculate the Overall Score:

= { (34x46 + 29x39 + 45x27) / 100 }

= { (1564 + 1131 + 1215) / 100 } = 39.1

The Overall Score is rounded off and displayed as 39.

## Calculation of Scores for Color and Grading Schemes

The score for a Color or Grading scheme is the average value of the range to which the measure belongs. For example, if you are using the Color scheme and have configured 0-20 as the range for the Red scheme, and if your measure falls in the 0-20 Range, it is assigned the Red label. If you are using the grading scheme, you can view the color and the associated letter or grade as configured in the scheme settings.

IMPORTANT: In the Color and Grading scheme, the score value that is displayed on mouse hover is the range average. However, for the calculation of Group Score and Overall Score, the Numeric scheme method described above is considered at the backend.