Dynamic/calculated scorecard weightings

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  • Updated 2 months ago
The current scorecard weighting configuration only allows fixed/static weightings. I've heard of many customer requests where a dynamic/calculated scorecard weighting would be beneficial.

For example, Support-related scorecard measures to be weighted based on the total # of cases opened by the customer/relationship. Also, weightings calculated by ARR, segment, or any other metric.
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Dave Wu, Employee

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Posted 2 months ago

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Sarah Post, Employee

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+1.  This would be amazing - basically setting IF statements to deal with metrics or segment/tier type conditions would expand the applicability of certain measures that remain static today, even if (as in Dave's example) the measure should dominate a scorecard's weight if # of cases goes up.  
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J.P. Mehlhaff

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This would be a huge value add for us. We have measures that purposefully have NA for some accounts and not others. With the current weighting functionality, this NA is treated as a 0 which is worse than Red. 

Ideal state - Similar to exceptions, we could say if all measure has value then use weighting version 1, else use weighting version 2. 

In weighting version 2, we could remove the weight on the measure that has NA. 

Today, we could create a separate scorecard, but that makes life harder for us when building out org level reporting since the scores live in different objects. 
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Linus Araque, Employee

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Yes, please! I had a client request the ability to dynamically weight scorecard measures based on the ARR of the product. This use case makes a ton of sense because you would want a 100k ARR product to represent a larger factor than a 5k ARR product. 
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Sarah Kiani

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Hi all,

If I am understanding this need correctly, it would allow us to do something like "if measure X is red, apply a 20% weight to it but if it is yellow, apply 10% only". I just want to make sure this is currently not possible in Gainsight.
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J.P. Mehlhaff

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Yes, that is correct.
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Sarah Kiani

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Added my vote +1
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Aditya Marla, Product Manager

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Hi All,

Thanks a lot for sharing this. A couple of question I had on this:

 - Do you think having dynamic weights would make it difficult for the end user to actually understand what the score means & how to improve it?
- For segments/ARR use-case would having multiple scorecards work? (Agree, that having multiple scorecards introduces some reporting challenges...assuming that will be taken care of...would it make sense to have multiple scorecards Or would there still be a need to have dynamic weighting?)
- For the "support" measures use-case: would scorecard exceptions help? (Or are there any gaps there?)

Regards
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J.P. Mehlhaff

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Do you think having dynamic weights would make it difficult for the end user to actually understand what the score means & how to improve it?

For my use case, I don't see this as an issue. If there 3+ levels of branching then I could see it get confusing, but right now we're only talking about 2. Also, I haven't gone into much detail around specific weightings because we have a few key measures that really drive the overall score. We have exception rules in place so if any of those are red, the entire score is red. This means the focus is primarily on these key measures so I don't think the specific weighting matters much to the end user.

However, I could see a scenario where the dynamic weighting could be confusing. I think as long as there aren't too many branches this isn't a big issue.