Gainsight Scorecard Example Worksheet
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Sample workbook for building your Gainsight scorecard
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(1) In Column B, list both objective and subjective measures or metrics that may be an indication of your customer's health (i.e overall usage or specific product usage, survey results, marketing participation, pays bills on time, executive relationships, etc…)
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(2) Discuss as an organization which measures are valid for evaluating overall customer health and narrow your list to a managable but representative set (Keep in mind the number of subjective or manual measures you'll be asking someone in the organization to keep current. Generally no more than two measures should be subjective)
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(3) Select the grading scheme that makes the most sense for your organization (A - F, 0 - 100 scale, or Red/Yellow/Green)
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(4) Group similar measures together and fill out the remainder of the columns in the spreadsheet for the measures that 'make the cut' (groups of measures could be customer satisfaction, adoption, etc…)
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(5) Test a subset of customers through the Scorecard process to see if the score lands where you would expect (test customers who you subjectively think are red, yellow and green and who represent various ages in their lifecycle - both new and established. Where possible test churned customers)
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(6) Make adjustments to data points, scoring scale, range, and weighting (Subjective measures are typically no greater than 10 - 15% weighting for each measure)
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(7) Re-test a subset of customers through the Scorecard process to see if customers score where you would expect and repeat step 6 and 7 as needed
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Required for Scorecard ConfigurationA - F Grading SchemeAlternate Grading Scheme0 - 100 Grading Scheme ExampleWhat value should be assigned in the 1 - 100 scheme for this result?Help TextData sourceWeighting (Must add up to 100%Validity Period (in weeks)Internal Notes for ReferenceSample testing
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Customer 1 (i.e. expected to be green, established)Customer 2 (i.e. red, new)Customer 3Customer 4Customer 5Customer 6
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#Measure NameGroup NameMeasure Description / Data pointsScoring ScaleObjective/SubjectiveAdditional Notes4 weeks ago3 weeks ago2 weeks ago1 week ago4 weeks ago3 weeks ago2 weeks ago1 week ago4 weeks ago3 weeks ago2 weeks ago1 week ago4 weeks ago3 weeks ago2 weeks ago1 week ago4 weeks ago3 weeks ago2 weeks ago1 week ago4 weeks ago3 weeks ago2 weeks ago1 week ago
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1Overall usageAdoption
Percent change in logins per week
30%1Objectivecccd
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More than 25% decrease over the average of the last 12 weeks
FRed01919
More than 25% decrease
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0 to 25% decrease over the average of the last 12 weeksDRed203939
Up to 25% decrease
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No changeCYellow405959No change
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1 to 24% increase in usage over the average of the last 12 weeks
BGreen607979Up to 25% increase
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25%+ increase in usage over the average of the last 12 weeks
AGreen80100100
More than 25% increase
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2Key product usageAdoption
Accessing key product modules at least once per week
20%1Objective
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Did not access module A and BFRed049Not using A and B
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Accessed either module A or BCYellow5075Using either A or B
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Access both module A and BAGreen76100Using both A & B
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3Critical cases in last 90 daysSupport
Critical cases logged within the last rolling 90 days
10%12Objective
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Greater than 20FRed049Greater than 20
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Between 10 - 19CYellow5075Between 10 - 19
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Less than 10AGreen76100Less than 10
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Total case volume in last 30 days
Support
New open cases in the last rolling 30 days
5%4Objective
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Greater than 30Red049Greater than 30
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Between 10 - 30Yellow5075Between 10 - 30
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Less than 10Green76100Less than 10
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5Customer RelationshipRelationship
Customer relationship assessed via quarterly business review
15%12Subjective
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No executive relationshipsRed049
No exec relationship
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Limited executive relationshipsYellow5075
Limited exec relationship
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Extensive executive relationshipsGreen76100
Extensive exec relationship
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6Latest NPS averageRelationship
Quarterly average NPS for the business owner & exec roles
10%12Objective
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DetractorsRed049Avg to detractor
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PassivesYellow5075Avg to passive
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PromoterGreen76100Avg to promoter
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7Marketing ParticipationRelationship
Quarterly count of references, case studies speaking engagement, etc…
10%12Objective
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No marketing participationRed049
No marketing activity
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At least 1 reference, case study, speaking engagement in last 90 days
Yellow50751 marketing activity
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Multiple marketing engagements in last 90 daysGreen76100
More than 1 marketing activity
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