Launch/Implementation Scorecard Best Practices

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  • Updated 2 months ago
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Hi there,

We're currently exploring the idea of creating a Scorecard 2.0 to measure and track client health during the implementation stage of our customer lifecycle. Once a client has been fully implemented, we would then move them over to our standard client scorecard. 

Does anyone have any suggestions or best practices for the types of metrics we should consider using? Here are a couple metrics that come to mind:
  • CSM/IM Sentiment (manually set)
  • Overdue? (determined by implementation playbook)
  • Number of overdue tasks (determined by implementation playbook)
  • Delivery Issues (timeline activities)
Curious to hear about what other people have done in this area. Thanks! 
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Calvin Multanen

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Posted 2 months ago

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Justin Bills

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I'm right there too!  I'm at the beginning of this phase.  Initially I thought about going very general/easy to start, and building out as we go.  Our implementation team is starting to use Success Plans, and the data we collect there should be a great start.  However, should an NPS survey go out during the process?  After?  Will be interesting to see what people reply with!
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Calvin Multanen

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Currently, we send our standard NPS survey out on month 3 and month 9 and then every 6 months afterwards. If a client hasn't completed implementation by month 3, we hold off on sending them first NPS.

We also have an Advanced Outreach that sends an implementation survey once the Implementation Manager has sent the project close-out email from GS. 
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Denise Stokowski, Official Rep

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Gainsight uses this scorecard for implementation projects.  In fact, we actually set up a Relationship per project so the customer can simultaneously have a services scorecard and an overall scorecard.  We also integrate and base some of the scores on data from our PSA - FinancialForce.

We had a detailed presentation on this at Pulse which you can find here:
 Search for:  The Services & Support Experience Elements: Delivering Excellence