Looking for health score recommendations

Forum|Forum|1 year ago
July 29, 2025
5 replies
210 views

Hi All!

We implemented Staircase in or around May. We’ve just started writing the Staircase health/sentiment/engagement scores to our Gainsight instance. Our intention is to, eventually, roll these into our overall Gainsight health scores.

Having reached out to Support, I’ve learned that the Staircase scores are updated a few times daily. We’ve created a tracker, but are looking for advice - would it be more prudent to do daily or weekly snapshots?

What is everyone else doing? Is there a recommended cadence? Thanks!

Best answer by bradybluhm

I would recommend Daily snapshots for something like a healthscore. You will want more granularity in viewing the data over time within reporting and will also want to catch a big sentiment score drop within 24 hours to trigger and action off of it.

I have had a number of customers sunset the previously recommended “CSM Sentiment” score and instead use the Staircase AI Healthscore as that qualitative measure of engagements. Creating a Measure Group with the underlying Staircase scores (Sentiment, Engagement, Open Items, Response Time) would allow visualizing the differences for users.

We have it planned in our roadmap to create an Out of the Box Measure Group for joint CS and Staircase customers. Would love to incorporate your thoughts and others in the community into our discovery!

bradybluhmAnswer

Gainsight Employee ⭐️⭐️

I would recommend Daily snapshots for something like a healthscore. You will want more granularity in viewing the data over time within reporting and will also want to catch a big sentiment score drop within 24 hours to trigger and action off of it.

I have had a number of customers sunset the previously recommended “CSM Sentiment” score and instead use the Staircase AI Healthscore as that qualitative measure of engagements. Creating a Measure Group with the underlying Staircase scores (Sentiment, Engagement, Open Items, Response Time) would allow visualizing the differences for users.

We have it planned in our roadmap to create an Out of the Box Measure Group for joint CS and Staircase customers. Would love to incorporate your thoughts and others in the community into our discovery!

AI on my mind!

dcassidyAuthor

Helper ⭐️⭐️

Thank you @bradybluhm We’re now doing a daily snapshot at end of day our time. We hadn’t considered removing the CSM sentiment, but that’s got my interest!

Any rough ETA on the OOB Measure Group?

bradybluhm

Gainsight Employee ⭐️⭐️

It’s on the Roadmap for this year and we are working out priority of the joint CS-Staircase features now. Auto-Email logging (along with Email Threading in Timeline) has highest priority currently. That said, I am pushing to get priority on OOB Staircase Scorecard Measure Group as this is a very clear value add with AI to our joint customers and helps bring clarity on how the different healthscores should relate / interact.

I’ve tagged this post to that feature in our system and I will share updates here with you when I have them if anything changes. Otherwise, I’d expect a Q4 delivery based on current planning (product safe harbor on this, of course 😋 )

AI on my mind!

heather_hansen

VIP ⭐️⭐️⭐️⭐️⭐️

@dcassidy FWIW, we do ours daily as well. It’s just included in a rule chain with the other scorecard measures we update daily.

R

riccelkg

Contributor ⭐️

@bradybluhm just wanted to follow up as we are recently implementing Staircase AI. Was there any further discussion on the OOB Staircase Scorecard Measure Group? thanks!

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