[Feature Request] Multiple 2.0 Scorecards For Each Account

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  • Idea
  • Updated 4 days ago
  • Under Consideration
  • (Edited)
I would really appreciate the ability to have multiple 2.0 scorecards running for each account.

My use case:

I have my customer health scorecard, which is keeping track of things like CSM sentiment, NPS score, Support tickets, etc.

I also want to have a scorecard to breakdown our customer's usage into each of it's features. We have different features that customer will pay differently for, and we want to make sure that customers are using the features they're paying for. The features fall into three categories, Core, Premium and Pro. I want to have an rolled-up score for each of those categories as well as an overall score for all the features.

Currently, I need to have both of these scorecards merged together on one scorecard. This causes problems for a few reasons:
  1. The scorecard is very large and hard to read. Even with each of the three Features tiers grouped together, I can't put those groups into a "features" group on their own because scorecards doesn't support nested groups
  2. Using the groups, I can roll up each tier into a tier score (A core score, a premium score, etc.) but I cannot roll them all into an Overall score. I worked around this by creating a bionic rule to calculate the Overall score myself, but all I can do is average the three tiers together. All the measures have specific weights assigned to them, and when I just average out the scores, it doesn't rollup to be a true reflection of churn risk. 
These issues could be solved if I was able to create two 2.0 scorecards that could both be kept updated for each account. Alternatively, the ability to create nested groups would solve both of these problems as well. I know there is an issue where you cannot move a measure into a group after it's been established though, so I would also need the ability to do that so that I can keep all the historical data gathered so far. 

These ideas would greatly improve my experience with Gainsight as a whole, and would make mine, and our CSMs lives much easier in the future. 
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Dallis King

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Posted 8 months ago

  • 4
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Abhishek Sivaraman, Senior Product Manager

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Hi Dallis,

Thanks for sharing this use case. We will prioritize this based on similar use cases we hear from customers for the same.

Abhishek S
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++ To this request

We have multiple customer-types, lifecycle stages, product features, and other initiatives where we'd want to track several data points that roll up to an overall health score. Because we're limited to one active scorecard per customer, we're unable to do this.
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Dan Ahrens, Gainster (employee)

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Hi Teena,

Scorecards 2.0 does support multiple scorecard configurations that you can specify using logic rules which scorecard should be used for each customer based on customer type, lifecycle stages, product features, etc. 

Check out this feature explained here: https://support.gainsight.com/Product_Documentation/Scorecards_(1.0_and_2.0)/Admin_Configuration/Con...

This multiple scorecard functionality also operates dynamically so as a customer transitions from one lifecycle stage to another, the scorecards change on their own. It's a pretty powerful feature!
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  • 74 Points
Hi Dan, and thank you for the feedback. While I understand we can have multiple scorecards exist at once, we cannot have multiple active scorecards on the same customer -- which is where our issue is.