Add the ability to subtotal each Group under Scorecards

Thanks for your feedback Dave. We are making fairly significant changes to scorecard framework over the next couple of quarters, and this is planned.





Could you please share what are the top-level groups you are looking to score and how you plan to use the group-level score. This will help as we plan to define/add this capability. You can also reach me at gkotak@gainsight.com. Thanks

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We have 3 groups under the Overall Score. We would like to have a score for each group so that we can track it over time and report on it, especially at the executive level. We would like to have the group score be out of 100 just like the overall score. So we would have to be able to weight the tiles under each group to roll up to the group score. And then have weights for the groups to roll them up to the overall score. 





Here is an example

1. Group 1 = (10% of overall score)
   
   
2. Group 2 = (60% of overall score)
   
   
3. Group 3 = (30% of overall score)

Under each group there would be two or more tiles with different weights:





Group 1:

1. Tile 1 = (50% of group 1)
   
   
2. Tile 2 = (50% of group 1)

Group 2:

1. Tile 1 = (10% of group 2)
   
   
2. Tile 2 = (50% of group 2)
   
   
3. Tile 3 = (40% of group 2)

Group 3:

1. Tile 1 = (40% of group 3)
   
   
2. Tile 2 = (30% of group 3)
   
   
3. Tile 3 = (30% of group 3)

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Thanks for the additional detail. Very helpful! I had one additional question - Are the 'tiles' across Group 1 and Group 2 likely to be the same in many cases, or is it likely little overlap between groups. Thanks

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All tiles are separate. There is no overlap between groups. This may help clarify to show there is no overlap.





Group 1:

1. Tile 1 = (50% of group 1)
   
   
2. Tile 2 = (50% of group 1)

Group 2:

1. Tile 3 = (10% of group 2)
   
   
2. Tile 4 = (50% of group 2)
   
   
3. Tile 5 = (40% of group 2)

Group 3:

1. Tile 6 = (40% of group 3)
   
   
2. Tile 7 = (30% of group 3)
   
   
3. Tile 8 = (30% of group 3)

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We came across this this week as well. We'd like to have a group for adoption, support, and relationship at least. Each group would influence the greater health score.





Please keep us up to date as this develops further.

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This is something I have thought about a lot myself. 





We have a bunch of metrics and would like to plan others that are specific that we find lead churn, but as the number grows the ease of coming to a rapid conclusion to the health gets harder. Having Group subtotals and/or compound measures would make it easier without reducing power.





For example..





Engagement Group


1. Sales Activities in last 60 days


2.  Opportunities created / closed in last 90 days


3. Ticket activity in last 90 days





Platform  A Usage


1. Component A week over week changes


2. Component A % utilization


3. Component B week over week changes 


4. Component B % utilization





Platform  B Usage


1. Component A week over week changes


2. Component A % utilization


3. Component B week over week changes 


4. Component B % utilization





Sentiment


1. Ticket Satisfaction score


2. Traditional NPS


3. Manual quarterly measure 





Instead of showing 13 measures, it would be nice to show 4 subtotals, and if one is concerning - to dive into why from there.

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We were able to create a solution for this with the caveat that we average all second-level metrics for each top-level metric.





You can write a rule that averages the score of the metrics in each subgroup to populate the overarching group.





Example:


Top-level metric = Support


Second-level metrics = Tickets, Ticket Satisfaction, Chat, Chat Satisfaction





Rule:


Show: Id, Avg of Current Score Value, Account Name


Filters:


A) ID != null


😎 Metric ID name = "Tickets"


C) Metric ID Name = "Ticket Satisfaction"


D) Metric ID Name = "Chat"


E) Metric ID Name = "Chat Satisfaction"


F) Current Score Value != null





Advanced Logic:


A and (B or C or D or E) and F





Actions:


Set Score > Support 

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Oh neat. How did you make sense of all the metrics on the scorecard section? Did you make a master group for the top level metrics and everything else can be collapsed, or maybe the first measure in a group is the top level, and those following are the sub measures? Would love to know how users reacted.

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We have 4 top level metrics. Support, Relationship, Adoption, and Onboarding. Each of these has 2-4 submetrics powering them.





In the layout, the Top section is the "Top Level" metrics. Then there are four more section underneath. One for each Support, Relationship, Adoption, and Onboarding.





We've looked at health in these categories for a while now so our CSM team is familiar with each. So far things are going well, and it helps to give them an overall look at the health of different categories.

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Thanks for sharing!

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