HI all:
Has anyone successfully setup a scorecard metric to be based on a survey response that is nont numeric in nature? So for example, we are asking folks “how likely are they to renew with us” and its not on a scale of 1-10, rather the options are:
Any ideas/best practices on how folks make a question like this impact their Scorecard?
Thanks,
Alex
Best answer by dan_ahrens
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+2
Hi
At the most basic level, you could set a rule that would set the score based on the response as follows:
This is loosely based on the NPS and CES scoring methodology where only the most positive responses are counted as green, the leaning positive is counted as yellow (neutral), and neutral and below is considered as Red.
thanks
We have it set to Red, Yellow, Green.
To help clarify- this survey is taken by multiple people in the company, so I’m wondering how would Gainsight handle it if someone in the org replied with “most likely” and someone else in the org answered “very unlikely”. Would it overwrite based on who answered most recently? Or is there a way I can take an average?
Thanks for responding. Hope that helps clarify.
+2
In that case what you might want to do is create an MDA table where you create a record for each survey response and convert the survey response into a score of 1 (for responses you consider green), 0 (for responses you consider neutral), -1 (for responses you consider negative).
Then you can set the score by using an average of all scores for that company within an appropriate time frame (maybe 90 days). If the average is greater than 0, set score to green; less than 0, set score to red, 0, set score to yellow.
This is just one way to do it and would depend on how many responses you’re getting and how impactful they are determined to be in calculating the health score.
smart,
Can you send me documentation on how I’d go about doing that (or something similar) and I can follow?
+5
If the Survey is from Gainsight, you can apply answer scoring to answers with in Survey question setup which will be available in the flattened survey table to do average by company: https://support.gainsight.com/Gainsight_NXT/06Surveys/02Admin_Guides/Survey_Design#Multiple_Choice
+2
Great callout
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+5
It’s certainly an underutilized feature
wow, thanks everyone!
+2
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+5
wow, thanks everyone!
Good question - I know you can add scoring to the question after the survey is active but I don’t think it calculates on already submitted surveys
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