Question

Scorecard reporting on Adoption Customers (Onboarding)

  • 12 October 2021
  • 2 replies
  • 97 views
A
Rank

Hi there, 

 

We have a scorecard set up for our Adoption (customers going through Onboarding) and Success (customer post-onboarding) customers. We want to be able to assess the changes in our customers’ scores from initially joining us (at the stop of Adoption) to the end (before they’re handed to Success) to see the value of our Adoption Managers.  

The isssue we have is that the healthy accounts are constantly leaving (as they complete Adoption and move into Success) whilst unhealthy accounts are constantly joining (as we sign for new customers). If we look at the average score of all accounts in Adoption WoW, Adoption Managers will want to hold onto their green accounts rather than moving them across to Success which we obviously don’t want - ideally we want to reward the customers who are not only green but not in Adoption for long either. 

 

Has anyone come across this issue before/have any suggestions as how to report on this? 

 

Thanks,

Asia

2 replies

shantan_reddy
Rank
Badge +1

@asiatillotson  What seems to make most sense in this scenario is to split the analysis by stage and time spent in the stage.

For example, the report should look at customers in onboarding stage only, and then show the health distribution of the companies, as the number of weeks they spent in onboarding increases (instead of looking at a static date).

If you would like to see how you are improving your processes over time, again you could look at how much the health of companies has increased after they spent X weeks in onboarding stage, and plot it over time.

Direct scorecard reports will not be able to solve this use-case, but should be possible via custom reports.

 

Do let me know if you’d like to further discuss this.

 

Regards,

Shantan

A
Rank

Hi @shantan_reddy ,

 

Thanks for the response!

The issue with this if I understand correctly is that those customers in the Onboarding stages will move out of those stages (when they complete Onboarding) so will be taken out of the graph. If we look at the health distribution of those companies, by time, just before the customers move out of onboarding, the graph would positive in terms of their healthscore improving whilst being onboarded, but then as soon as our customers move into Mature, ie/ completed Onboarding, the graphs data would shift to reflecting more customers with poor health scores (as those who have been with Onboarding for a few weeks would have been removed from the graph).

 

We don’t have a way to look at customers’ experience of Onboarding after they’ve left the Onboarding stage, as their stage details update and they’re pulled from the reports (and moved into the Mature group reports), unless you have a suggestion as to how we can overcome this?

 

Many thanks,

Asia

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