Introduction
Incorporating customer feedback into health metrics provides a more comprehensive view of customer well-being and engagement. Feedback-driven health scores enable teams to identify risks, track sentiment trends, and prioritize actions that align with customer needs. This article outlines how to integrate customer feedback into health metrics using Gainsight’s tools.
Step 1: Add Feedback as a Health Score Measure
Feedback is a critical indicator of customer sentiment and satisfaction.
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Create Sentiment Measures: Add metrics like NPS, CSAT, and CES as health score measures using Scorecards.
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Incorporate Survey Results: Use survey results from Surveys to update health score measures dynamically.
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Set Weightage: Assign appropriate weight to feedback measures in the overall health score based on their impact. Refer to the Scorecard Weightage Guide.
Step 2: Automate Updates with the Rules Engine
Automating health score updates ensures real-time accuracy.
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Configure Rules for Feedback Integration: Use the Rules Engine to update health scores based on feedback inputs like survey responses or support interactions.
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Trigger Alerts for Score Changes: Set automated alerts for significant score fluctuations to prompt timely follow-ups.
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Monitor Real-Time Data: Ensure health score calculations reflect up-to-date feedback trends.
Step 3: Visualize Feedback Impact in Dashboards
Dashboards provide actionable insights into feedback-driven health trends.
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Build Health Dashboards: Use Dashboards to visualize sentiment trends, feedback categories, and their impact on health scores.
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Segment Data by Themes: Filter dashboards to highlight feedback categories such as product usability or customer support.
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Share with Teams: Make dashboards accessible to cross-functional teams for better alignment and prioritization.
Step 4: Track and Refine Health Metrics
Continuous tracking ensures health metrics remain accurate and actionable.
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Review Metrics Regularly: Periodically assess whether feedback metrics align with customer goals and sentiment trends.
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Log Customer Sentiment in Timeline: Record changes in sentiment and feedback trends using Timeline.
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Iterate Based on Feedback: Refine health score calculations and weightage as customer needs evolve.
Next Steps for Success
With feedback integrated into health metrics, you can now share these insights across teams to align strategies and drive action. The following article Share Feedback Insights Across Teams will explore how to effectively distribute feedback insights for maximum organizational impact.
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