Configuring the impact score

Note: This topic describes how to configure the impact score used for legacy reporting, which requires a main score field to be configured. Medallia Alchemy Experience Reporting reports can calculate the impact score for various score fields, as configured by the report administrator and the report user.

The impact score shows the influence of each individual topic on overall customer loyalty. It is derived from the main score used to measure customer loyalty by the company. Comments that are not associated with the main score are excluded from text analytics processing.

Tip: When survey programs have customer loyalty questions with different rating scales (such as 0–5 and 0–10), you can combine the Q-fields with those scores into a single K-field, then specify the K-field as the main score. The K-field should select the correct Q-field, so that only one customer loyalty question is associated with each comment. In such cases, the following requirements apply:
  • When calculating the impact score, Medallia Text Analytics takes the main score and either scales it by multiplying it by 100, or does not scale it. Any scores used in the program must either be of the scaled type or of the non-scaled type. The K-field cannot include both types of scores.

  • Do not use an NPS calculation for the impact score when multiple scales are involved, as this will cause problems with reporting. Instead, select Average for the Company Aggregate calculation. (See the procedure below.)

  • Each role should be associated with only one of the Q-fields used in the K-field calculation.

To configure the impact score:

  1. Specify the main score.

    The main score should be the key customer loyalty metric that your company uses throughout the system. NPS and average overall satisfaction are common main scores.

    1. Navigate to the Company > Profile > Settings screen.
    2. Specify the MainScoreField field by selecting the name of the K-field you want to use as the main score.
      Important: Even if there is only one program in your environment today, create a K-field to store the value of the Q-field instead of specifying the Q-field directly. Using a K-field helps accommodate future expansions.
    3. Click Save.
  2. Create the impact score calculations.
    1. Navigate to the Reporting > Report Helpers > Calculations screen.
    2. Create a new calculation of type CompanyAggregate. This calculation tells the system how to calculate the impact score.
      1. Click New.
      2. In the Label field, give the calculation a label, such as ta_nps or ta_avg.
      3. In the Name field, give the calculation a descriptive name, such as NPS (TA) or AVG (TA).
      4. In the Priority field, assign a priority.
      5. Select the CompanyAggregate checkbox.
      6. Deselect the StandardCalcDropdown checkbox.
        Note: When configuring legacy reporting modules, deselect the StandardCalcDropdown property. When configuring Medallia Alchemy Experience Reporting modules, the StandardCalcDropdown property controls all Calculations dropdown options, including for Text Analytics.

      7. In the CalculationType field, select the calculation type (usually NPS or Average). For more information about calculation types, see Calculations.

      8. Click Save.
    3. Create a new calculation of type CompanyImpact. This calculation tells the system whether it should multiply the impact score by 100 to scale it up.
      Tip: Impact scores based on a percentage (such as NPS and Top Box) do not need to be scaled up.
      1. Click New. In the Label field, give the calculation a label, such as ta_impact.
      2. In the Name field, give the calculation a descriptive name, such as IMPACT (TA).
      3. In the Priority field, assign a priority.
      4. Select the CompanyImpact checkbox.
      5. Deselect the StandardCalcDropdown checkbox.
      6. In the CalculationType field, select Scaled Delta Impact if you want the impact score multiplied by 100. Otherwise, select Delta Impact.
        Tip: Use Delta Impact when the score is based on a percentage (such as Top Box or NPS), and Scaled Delta Impact when the score is not based on a percentage (such as Average, or a 1–5 or 1–10 scale).
      7. Click Save.

Hiding the impact score for low-volume topics (optional)

The impact scores for topics with 100 or fewer results are not statistically accurate, so they are sometimes hidden from users.

Note: You do not need to hide the impact score for low-volume results. Alternatively, you can expose the impact score regardless of volume, customize the report so the volume is highlighted in red when it is below 100 (or 75, or 50 if it is a low volume system), and add text to the footer of the report that lets the user know that low-volume results are highlighted in red.

To hide the impact score for rows with 100 or fewer results:

  1. Navigate to the Reporting > Text Processing > Topic & Theme Tagging > Settings screen.

  2. Set the MinimumImpactLocalSampleSize and MinimumImpactGlobalSampleSize properties to the minimum number of results you want the topic to have.

  3. Turn off the CalculateImpactForLowSample property to ensure that the impact score is not displayed when the number of samples falls below the minimums you specified in the previous step.

For more information about properties on the Settings screen, see Tag pool settings.