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
Consider the Scheme Color range: Red (0-50), Yellow (50-80), and Green (80-100).
Further, consider the two Measure Groups “Customer Experience” and “Customer Success Efficiency” with the following Measures and Weights:
| Measure Group | Measures Involved | Weight (%) | Numeric Score | Color Scheme |
|---|---|---|---|---|
| Customer Experience | 60 | 65 | Yellow | |
| Customer Satisfaction Score (CSAT) | 40 | 65 | Yellow | |
|
Customer Loyalty Index |
60 | 65 | Yellow | |
| Customer Success Efficiency | 40 | 40 | Red | |
| Average Resolution Time | 31.25 | 25 | Red | |
| First Contact Resolution Rate | 31.25 | 25 | Red | |
| Customer Health Score | 37.5 | 65 | Yellow |
Calculation of Measure Group Scores
Scores of Customer Experience and Customer Success Efficiency measure groups are calculated as follows:
- Customer Experience: {(65*40 + 65*60) / (40+60)} = 65
- Score 65 falls within the Yellow scheme color range, matching the average for this range (50-80). Hence, the score of 65 is displayed and considered in the Overall Score calculation.
- Customer Success Efficiency: {(25*31.25 + 25*31.25 + 65*37.5) / (31.25+31.25+37.5)} = 40
- Score 40 falls within the Red scheme color range. Hence, the displayed score is 25, the average for this range (0-50). However, the score of 40 is considered in the Overall Score calculation.
Calculation of Overall Score
Overall Score: {(65*60 + 40*40) / (60+40)} = 55
- Score 55 falls within the Yellow scheme color range. Hence, the displayed score is 65, the average for this range (50-80).
Note:
- The calculation of scores in the Grade scheme is the same as the Color scheme.
- In both Color and Grade scheme, the score value that is displayed on mouse hover is the range average. However, for the calculation of Measure Group Score and Overall Score, the calculation method described above is considered at the backend.