Scores
Scores provide a quantifiable measure of an experience's performance over time. Scores serve as an indicator of how well an experience (or one of its sub elements) is performing, based on data. Each score ranges from 0 to 10, where 0 represents the lowest (or worst) value and 10 represents the highest (or best) value.
Ideally, as improvements are made, the scores of individual items should increase, reflecting an overall enhancement in the experience.
How Scores Are Calculated
Scores are calculated daily for every item within an experience. Calculations are started from the bottom level, i.e. the metric level. Scores for metrics are based on the data originating from parameters. These parameters are sourced from external systems, with data being retrieved periodically according to the settings defined in the associated metric source.
To ensure quantifiability, this raw data undergoes normalization, a process that translates it into a standardized score between 0 and 10. This allows for a clear and comparable evaluation of performance across different metrics.
Starting Score Calculation
Once an experience has the Published status, scores will start to be calculated on a daily basis.
Moving Average
To ensure reliability, it is possible to let score calculation employ a moving average approach. This method smooths out short-term (daily) fluctuations and random variability, allowing long-term trends to emerge more clearly. It does require a minimum number of data samples before the score is considered valid.
For example, imagine collecting ratings from an office survey about the coffee machine. Since individual tastes vary, the ratings might differ significantly from person to person. If you were to use a single score daily, the overall rating could fluctuate wildly. However, by calculating a moving average over several days, these daily outliers are balanced out, resulting in a more stable and representative average. For instance:
The average of 5 better represents the overall perception of the coffee machine than taking the separate scoring each day.
Aggregation
The process of combining individual metric scores into meaningful higher-level scores for components and phases of an experience. It helps organizations understand how different parts of the user journey contribute to the overall experience, and allows them to prioritize what matters most by adjusting the weight of each metric.
👉 For more info and setup instructions, refer to Aggregation.
Normalization
An essential process in turning data into readable scores, is normalization. This is the process of scaling values measured on different scales to a single common scale. Here we are able to convert most raw data types into a score between 0 and 10.
👉 For more info and setup instructions, refer to Normalization.
Score Status
Upon daily score calculation, there could be multiple reasons a score cannot be calculated. To represent these situations, the experiences and metrics will show status warnings within their scores whenever the scores’ status becomes abnormal.
During the score calculation process, issues may occur for various reasons. In such cases, a status tag is added to the score to inform the user of the current state. If one metric within an experience has a deviant status, this is reflected at the experience level as well. Score status tags are upon daily score calculation.
Statuses are visually indicated by a yellow or red circle around the score. Hovering over the circle will display a tooltip explaining the specific issue:
Depending on the type of issue, different actions may be required.
Known Score Statuses
Error in Sentiment Analysis
This status indicates a failure during the sentiment analysis process. As a result, the displayed score may not accurately reflect the current state of the metric or experience. This issue is rare and usually temporary. If it persists, please contact support.
Error in Computation
A technical error occurred during the score calculation. Via your dashboards you can inspect the raw data incoming for the score. If this happens repeatedly, we recommend adjusting the normalization settings or using a different parameter. If it persists after changing the parameter, please contact support.
Missing in Aggregation
This status appears when the overall score cannot be aggregated because one or more underlying metric scores are unavailable. This may happen when:
An experience was recently published, and not all metrics have received enough data yet. (For example a survey waiting for responses)
A metric is no longer receiving external data.
You can investigate this issue by inspecting the raw incoming data for the affected metrics in the dashboards. This can help determine whether the problem is due to missing data. If it occurs for metrics that already had a score before, it might require reconfiguration of a metric source by an admin.
Missing Data
Recent datapoints for this score are missing. This might occur when the Experience has just been published. If it occurs for metrics that already had a score before it might require reconfiguration of a metric source by an admin.
Related Concepts
Normalization - Standardizing raw data into a 0-10 scale.
Aggregation - Combining scores from various levels to produce a holistic view.
Parameters – The fundamental external data that drive score calculations.
Sentiment Analysis
Last updated