Reporting on Scorecard 2.0 Trends for Individual Metrics

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  • Updated 2 months ago

We have a business scenario where we need a report of accounts that have changed scores (example: yellow to green, red to green, etc) and want only the scores/accounts that have changed score levels. 

Currently, there is no way to report on the actual change. Knowing this list of X customers improved in metrics A, B, and C, while this other list of Y customers trended down in metrics A, B, and C would be hugely valuable for us and other users. So much around CS revolves around the trend...who is headed in the right direction and who is sliding backward. Being able to communicate this across the organization to various stakeholders is critical. 
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David Rudolph

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Posted 2 months ago

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Cameron Wright, Employee

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I agree with this 100 percent! If there is a way to do it please share!
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Aditya Marla, Product Manager

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Hi David,

Thanks for sharing this. When you mean by the trend of the score...is it over the past week (i.e score of the current week compared to last week) or over a different time frame?

Regards