[Feature Request] Multiple 2.0 Scorecards For Each Account

  • 7
  • Idea
  • Updated 1 month 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. 
Photo of Dallis King

Dallis King

  • 752 Points 500 badge 2x thumb

Posted 1 year ago

  • 7
Photo of Abhishek Sivaraman

Abhishek Sivaraman, Senior Product Manager

  • 8,888 Points 5k badge 2x thumb
Hi Dallis,

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

THanks
Abhishek S
Photo of Teena

Teena

  • 394 Points 250 badge 2x thumb
++ 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.
Photo of Aditya Marla

Aditya Marla, Employee

  • 3,064 Points 3k badge 2x thumb
Hi Manuel,

Would having multiple groups within one scorecard work for you? (i.e a group for all the business measures, a group for the tactical ones etc.)
Photo of Manuel Damian

Manuel Damian

  • 120 Points 100 badge 2x thumb
Hi Aditya,

Not really. I've done several groups already but it is more a workaround and becomes difficult to read. 
Is it possible at least to have a link on each measure/KPI to the detailed view of that measure/KPI?
Thanks.
Photo of Aditya Marla

Aditya Marla, Employee

  • 3,064 Points 3k badge 2x thumb
Hi Manuel,

What does the detail view consist of? Is it a description of the measure (i.e something similar to the help text)
Photo of Manuel Damian

Manuel Damian

  • 120 Points 100 badge 2x thumb
Hi,

No, it's not like the help text. It should point for instance to a section of the Customer 360 where that KPI is calculated/detailed. For instance Usage would point to the licenses overview on all type of products.

Thanks.
Photo of Aditya Marla

Aditya Marla, Employee

  • 3,064 Points 3k badge 2x thumb
Got it. In the example you mentioned - the license overview is a section on 360? Or an external document?
Would having the description of measures show up when the user hovers over the measure name help? (If you are using rules to automatically populate the scores - would populating the link in the measure comments might be a viable workaround?)