Transcript

In this video you’ll learn techniques for building out a Scorecard. Major topics include: Refresher on segments, customizing the scorecard display, and choosing the right visual type for your metric.

Scorecards help you define and track your goals for a particular program or ares of focus. As you build out a SuccessBLOC, you’ll remember that the canvas helps visualize how the program operates–so what successplays and campaigns run and when. The scorecard is another critical part of your planning process because it helps you visualize the impact of your program–what are you trying to achieve and how will you measure it.

I’m looking at a SuccessBLoc that I installed from the Marketplace. This program is focused on the Onboarding stage of my customer journey. Some of the goals that came pre-built to measure success in this phase are whether or not I’m Meeting Onboarding Timelines, Providing a World Class Experience, and Reducing Risks.

The KPIS are key performance indicators to give me a quick look at various data points. Each KPI relies on a segment or group of data. As an example, if I’m an onboarding manager, I definitely want to know how many accounts are in my team’s onboarding queue at all times. As well as the option to filter by a particular team member, or my own accounts. So this KPI shows me the count in a nice big number here, rather than my having to pull up the underlying segment every time I want to see or filter this number.

You can learn about creating segments in another video, but as a refresher, the filters show you the criteria used to create this data set, and the columns show you additional data for each record in this group. The metric you choose for your KPI can be any attribute on the record–not just the ones that happen to be displayed as a column here. In other words, simply adding or removing columns in the segment won’t change how the KPI works because the underlying data is still safely living in each account profile. Changing the filters of course, may change which accounts or records are included in the data set. So, your KPIs would still work, but the results may certainly change.

Another segment reminder is that you can change values right from this view. For example, if your segments look a little spotty after installing from the marketplace and connecting your own data, you may just need to fill in the missing boxes for any record that you don’t have anything set yet.

The biggest segment “heads up” is if you rely on the “Is in segment” filter to combine data sets, there are SOME limits to what you can do in scorecards, particularly if you plan to copy this SuccessBLOC to another team. Best practice is to filter by attributes whenever possible.

Let’s edit this scorecard to add a new KPI. When you click Edit Scorecard, all goals and KPIs become editable, including the ability to rename and rearrange and add a new goal or a new KPI. Within the KPI properties, you can choose from these different visual types. I’ll go through caveats and tips for each one of these.

You’ve seen Numeric already to show a total or count of records–# of Accounts Onboarding, but you can also use Aggregation options to display an average or a sum of the values–Average CV of accounts in the Onboarding stage. Depending on the data type, this could also represent a dollar amount. The other caveat for this visual is if you leverage a user segment with a metric using data type of CSAT or NPS, there’s an additional aggregation option to display as as a half circle distribution.

The Percentage visual shows percent of total–so percent of people who answered positively on a survey out of the total people surveyed. Trend KPIs using bar chart or line show a trend of a particular metric over a period of time–so maybe I can spot a trend with how many accounts are delayed in Onboarding lately. An important caveat for these visual types is that they are unavailable if your segment relies on Users, Collections, or Touchpoints.

Trend is for account segments only. Pie KPIs show the distribution of a metric–such as the stage of each account in Onboarding. The metric you choose must have a list, status/lifecycle or text data type that can be distributed in a Pie format.

Finally, Health uses the health score metric, which you can sort by dimension or contract value at risk. Now this visual is only available if you have multidimensional health enabled for your account. For all metrics except for health, you can identify red and green thresholds, so that within the scorecard, you can quickly see what values are below or above your ideal target, and you can modify these over time. You’ll likely make ongoing tweaks to your Scorecard as your program launches and scales. You can also dig deeper into trends and breakdowns within reports, which you can learn about in another video.