Hello EdTech Gainsight Community! 😎
I recently had a conversation with someone working in CS Ops at an EdTech customer of our’s. They asked a really important question: how do we avoid health scores dropping to red during the summer, when the adoption measure drops to zero?
I thought I’d share this out to the community to get feedback from others who’ve come across this challenge. If you have any ideas, please drop them in the comments below! 👇
Here are some initial ideas to get the conversation started:
- Pausing the adoption measure rule from June 1st - late August
- Adoption data will essentially “freeze” to reflect usage at the end of May from June to late August
- In late August, when school is back in session, rule can start running again to pull new usage data
- Change the logic of the adoption measures to look at year over year usage averages for each month
- Adoption measure score is based on the % change from last years usage to this year’s usage
- Red-Yellow-Green scoring is entirely based on how a customer is using your product based on previous year, rather than an arbitrary baseline set for all customers
Of course, neither method is fool-proof, but both are a more practical method than the tradition of basing adoption scores off of a pre-set baseline every month. As we know, EdTech is very cyclical and June-August and December are outliers in that yearly cycle. Let me know your thoughts below! 👇
Shawn Ferrell
CSM | Gainsight