Looking for advice/best practices. Our scorecard is currently set up and operating fairly well. I have 3 groups of measures, one of which is a ‘satisfaction’ group. It has 2 measures - one for CSAT and one for NPS. The CSAT score is derived from helpdesk ticket ratings.
I just published a new CSAT survey program with JO that gathers scores and feedback based on a client’s onboarding experience. Is it better to add a separate score into the ‘satisfaction’ group score with appropriate weightings, or merge it with the helpdesk CSAT score? Thanks in advance!
Best answer by jean.naironView original
In either et-up you could set it up in a way that does not affect the roll-up for the group score and overall score.
I agree with Shantan that it really does depend on if you want to be able to report/see it separately. We do make use a lot of including measures in the scorecard section, but not having them included in the weighting just for the ease of reporting and monitoring.
To Heather’s point, I do find that onboarding scores tend to get set in the first 90 days or so and then are the same for ever afterwards. If that’s the case, I would do the separate scorecards like Heather mentioned.
If you plan to keep the onboarding score in the same scorecard for ever, I would recommend separating it so that it doesn’t cloud the support CSAT score which will likely get updated more regularly.