Scoring Scale

A Scoring Scale is an index that scores a customer based on all their activities and attributes within a common area such as membership, events, community, etc.

Any or all of these Scales can be rolled up into the overall A-Score scale, which generates the customer's A-Score. Scales that roll up into a parent scale such as the A-Score scale are called Composite Scales.

Adding Records

The first thing you must do is decide which scoring scales will result in a score being awarded to a member.

To add scoring scales, complete the following steps:

  1. Click the Module Menu tab to expand the list of netFORUMmodules available.
  2. Click the CRM link to launch the CRM module.
  3. Click the Customer Setup link on the Overview page to launch the Customer Setup Profile.
  4. Click the More tab to view the child form choices available to you.
  5. Click the Scoring option to display the scoring child forms.
  6. Expand the Scoring Scale child form. This form displays all of the netFORUM Action Types that have currently been set up to receive scores.

    Next to each Scale name listed are a series of icons. These icons perform the following functions :

    • Edit icon - opens the selected Scale item for editing.
    • Delete icon - deletes the selected Scale item.
    • GoTo go to icon - opens the profile page for the selected Scale item.
  7. Click the Add icon located in the upper right corner of the scoring scale child form. This will open the Add - Scoring Scale form.
  8. Enter the name of the scoring scale in the scale field.
  9. If desired, enter a short description for the scoring scale in the description field.
  10. Expand the scale customer type drop-down menu and select which type of customers this scoring scale will apply to.
    • ALL - applies to all types of customers.
    • Chapter/Affiliate - only applies to customers that are chapters or affiliates.
    • Individual - scoring scale will only apply to individual customers.
    • Organization - only applies to organizations.
  11. You can also select a method of calculating A-Score normalized scores as follows:
    • percentile
    • mean
    • median

    This allows you to associate a specific calculation method with a specific scale. The default value is percentile.

  12. Click Save.

    The scoring scale child form refreshes and the new scoring scale becomes visible.

Setting the Primary Scoring Scale

There can only be one primary Scoring Scale per netFORUMentity. The primary score is the score shown on the Individual Profile.

Note: In addition to the overall score being shown on the Individual Profile, the scoring trend is also shown as an arrow next to the numerical score. This will show you at a glance whether an individual is trending up or down in regards to their A-Score.

The primary score is set via a value in the AScorePrimaryScoreGuid system option.

When looking at the Scoring Scales for an entity, you will notice the primary Scoring Scale has a check mark in the Primary? column.

Often, the primary score is a composite score. A composite score is an overall score that is compiled from several Scoring Scales. However, it is not required that primary Scoring Scales be composite Scoring Scales, nor are all composite Scoring Scales considered primary Scoring Scales.

Note: The A-Score Scoring Scale is a totally composite score made up of several other Scoring Scales. There are no specific actions tied to the A-Score Scoring Scale.

Creating a Composite Scoring Scale

To create a composite scoring scale, complete the following steps:

  1. Launch the CRM module by expanding the Module Menu and clicking on the CRM link.
  2. Click the Customer Setup link located on the Overview page.
  3. If needed, click the More link to display the customer setup options.
  4. Click the Scoring link to display the various scoring child forms.
  5. Expand the scoring scale child form.
  6. If you have not already done so, create the Scoring Scales necessary to create your composite Scoring Scale.

    You will need a scale to serve as the parent, and scales to serve as the child scales. Together, the parent and child Scoring Scales will make up the composite scoring scale.

  7. Click the GoTo go to icon next to the Scoring Scale that will serve as the parent Scoring Scale.
  8. Expand the composite scales child form located on the Primary tab of the Scoring Scale Profile.
  9. Click the Add icon.

    This will open the Add - Scoring Scale Composite pop-up window.

  10. Expand the composite a-score scale drop-down menu.
  11. Select the Scoring Scale that will serve as a child Scoring Scale from the list of scales displayed in the composite a-score scale drop-down menu.
  12. Enter the percentage this child Scoring Scale will comprise of the overall composite Scoring Scale in the percentage field.
  13. If this child Scoring Scale will only be active for a set amount of time, you can enter the dates it will be active in the start date and end date fields.
  14. Click the Save button.

    The Scoring Scale Profile of the parent Scoring Scale will update and show the newly added child Scoring Scale in the composite scales child form. This child form will show a list of all of the Scoring Scales that make up a composite Scoring Scale.

    If a Scoring Scale is a child scale for a composite Scoring Scale, the parent scale will display in the parent scales of which this scale is a composite scale child form.

    Note: Scoring Scales can either be composite scales, or they can be individual scales, they cannot be both. You cannot add the same scale twice to the same parent scale unless they have non-overlapping start and end dates, or else you'll get an error message

Finding Records

To find a Scoring Scale profile, complete the following steps:

  1. Click the Module Menu tab to expand the list of netFORUM modules available.
  2. Click the CRM link to launch the CRM module.
  3. Click the Customer Setup link on the Overview page to launch the Customer Setup Profile.
  4. Click the More tab to view the child form choices available to you.
  5. Click the Scoring option to display the scoring child forms.
  6. Expand the scoring scale child form. This form displays all of the netFORUM Action Types that have currently been set up to receive scores.
  7. Click the GoTo go to icon next to the scoring scale whose profile you wish to view.

    The Scoring Scale profile will display.

FAQ

Composite Scale Percentages

Q. Do the percentages of the composite scales have to add up to 100?

A. Actually, they don't. Technically, as described in A-Score Computation the percentage setting in a composite scale should really be thought of as a multiplier.

So, if you had:

  • Membership: 40
  • Events: 10
  • Social: 20

What that amounts to is that a customer's membership score will account for 4/7th of their overall score: 40 / (40 + 10 + 20).

Using the same arithmetic, events will account for 1/7th of the overall score, and Social will be 2/7th of the overall score.

With the weightings above, these numbers express that Membership is four times more valued by the organization than Events, and Social is valued twice as much as Events, and half as much as Membership.

The sum of the percentages could even exceed 100:

  • Shopping: 60
  • Membership: 40
  • Events: 10
  • Social: 20

By introducing Shopping with a 60, this has the effect of lowering the weights of the other three scales. Membership, for example, now comprises 4/13th of the overall A-Score, based on 40 / (60 + 40 + 10 + 20).

As a best practice, to keep the composite scale weightings understandable, we highly recommend that they sum up to 100 because that makes it easier to think of each scale as a percentage of the whole. But it's not strictly required that you do it that way.