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      User Scoring Guide

      Adjusting User Scores Based on Feedback Submissions

      This Article Applies To: 
      Impact Edition Pro Edition Team Edition Legacy Edition

       

      User Scoring is a vital part of a successful Delta program. By establishing a scoring system for your users, you’ll be able to easily (and automatically) identify top contributors or noncompliant participators. As a Community administration tool, you’ll find the User Scoring configuration at the Community level, but options to use Scoring at both the Community and Project scopes.

      This article covers the following:

      • Managing User Scoring values
      • Scoring core users individually
      • Enabling User Scoring in Centercode's Project Template
      • Creating your own User Scoring system
      • Merging Rankings

      Important Best Practices Notes

      • Community scoring should be used to track overall user contribution or major, program-level milestones of account activity.
      • Project scoring should track user contribution throughout individual Projects. Project score can then be used as guidance for Community scoring at the end of a phase or when ending the project. This allows you to develop a fully profiled and scored panel of engaged testers for easier tester recruitment.

      User Scoring consists of Rankings - individual values representative of positive (feedback submission, excellent participation, special events) or negative (non-compliance, NDA breach, non-responsiveness) user account milestones. Separated by the Community and Project scope, you’ll leverage the individual Rankings to score your user accounts for scope-specific intentions like tester participation quality at the Community level or providing a high-quality feedback within a Project.


      Creating new rankings       lets you fine-tune your User Scoring program system beyond what’s provided in the Centercode Templates. Once User Ranking has been established, it can be applied to any User account manually via User Summary and automation. 

      Creating and Updating Your Existing User Scoring Values

      Creating new rankings lets you fine-tune your User Scoring program system beyond what’s provided in the Centercode Templates. User Scoring consists of Rankings - individual values representative of positive (feedback submission, excellent participation, special events) or negative (non-compliance, NDA breach, non-responsiveness) user account milestones.

      Separated by the Community and Project scope, you’ll leverage the individual Rankings to score your user accounts for scope-specific intentions like tester participation quality at the Community level or providing a high-quality bug report within a Project.

      To create or update your existing user scoring: 

      1. Click your Community Logo > Community Configuration > Custom User Scoring
      2. Adjust Community and Project scopes to suit your scoring processes
      • Use default options to utilize our recommended ranking
      • Create new rankings and fill out the required fields if desired
      • Merge to update the selected rank to a new value if desired (see notes down below)

        How to Score Users Individually

        As your CV program progress, you may find yourself in need of adjusting individual user scores based on performance and participation. User Summaries contains the Performance tab where you can manually adjust user score at both scopes. 

        To manually adjust a user’s score:

        1. From your Project, search the user via Knowledge Base Search or User Management to access the user’s summary
        2. Click the Performance tab
        3. Select the scope of the score you’ll apply
        4. Select the ranking to apply from the dropdown menu
        5. Feel free to add a comment, which can utilized via Filters and Views
        6. Click Submit to save

        Access user’s summary to add Project and Community scoring

        How to Enable User Scoring Automation

        Use Centercode's scoring best practices

        The Delta Test available in your portal contains User and Feedback Macros for you to utilize. A Macro is a single instruction that expands automatically into a set of instructions to perform a particular task. In this use case, we're adjusting user score. The User Macro provided grants users +1 point for logging in daily. The Feedback Macros provided grant users +points for providing verified Issues, Ideas, and Praise. 

        These macros simply need to be activated if your Project is based off of the Delta Template, which distills decades of collective Customer Validation experience and proven methodologies into a framework. Feel free to adjust any settings and preferences to suit your needs.

        To activate or edit User macros:

        1. Click Management>Users>Project Users
        2. Click User Automation
        3. Click Create A Macro Schedule to create a new scheduled macro (if desired)
        4. Hover over and click Toggle Status to toggle a macro between Active and Inactive (bar will be darker grey and italicized)

        To activate or edit Feedback macros:

        1. Click Management>Project Configuration>Feedback Types
        2. Click into the desired Feedback Type
        3. Click Automation
        4. Click Create A Macro Trigger to create a new triggered macro (if desired)
        5. Hover over and click Toggle Status to toggle a macro between Active and Inactive (bar will be darker grey and italicized)

          Activate provided macros to start scoring users!

          Creating your own User Scoring system

          If you'd like to create your own User Scoring system instead of utilizing the one provided in the Centercode project template, you must create your own Macros and Automation. This is considered advanced configuration and requires understanding of Macros, Automation, and Filters.

          What is a Macro?

          A macro in Centercode is a singular object which performs a sequence of predetermined outputs or actions. Macros can be used to automate repetitive tasks and save time by performing those tasks at a click, on a schedule, or on certain events. In this example, you're creating a Macro to apply a Project or Community score to your users.  Note that Macros don't run by themselves. They need something to tell them when to run, like a schedule, trigger, Notice, or other event. Repeat sections 1 and 2 below until you've completed your Project's scoring system.

          You can find the Macros FAQ here.

          1. Creating Macros

          The first step in creating your own scoring system is to create your Macros. This is what you want to happen based on events, which will be the following section.

          From your navigation bar Management menu:

          1. Click Project Configuration>Feedback Types
          2. Hover over the Feedback Type and click the Modify pencil
          3. Click Resources
          4. Click Create a Macro
          5. Check the Adjust Submitter Score option, choose the scope and rating
          6. Click Submit

          2. Creating Macro Triggers 

          Now that your Macros are created, you must configure the events in which you want your macros to trigger.

          From your navigation bar Management menu:

          1. Click Project Configuration>Feedback Types
          2. Hover over the Feedback Type and click the Modify pencil
          3. Click Automation
          4. Click Create a Macro Trigger
          5. Complete the required fields. It's important that these are configured correctly. Please reach out to Centercode Support through live chat if you're unsure of your configuration.
            1. Macro - apply the Macro from section 1 above
            2. Filter - create or apply an existing filter. This is the condition to be met in which your Macro is executed.
            3. Trigger Rate - Set On Submission or On Modify
              1. On Submission refers to the Macro being executed in relation to the Filter when the feedback is initially submitted. For example, a tester indicates that they're unable to continue testing one of your product's feature. 
              2. On Modify refers to the Macro being executed in relation to the Filter when the feedback is changed by a project administrator. For example, an admin adjusts a feedback ticket once they've verified its Severity.
          6. Click Submit

          Note: Macro Schedule is identical to Macro Trigger, but differs in its Trigger Rate. You're allowed to select Hourly, Daily, Weekly, or Monthly, as well as start Time and Date.

          Merging Rankings

          Merging Rankings update every instance of the old ranking, causing user scores to be recalculated based on the new value. This offers great flexibility when scaling your ranking system to meet the evolving goals of your growing Delta program or when simply cleaning up your list as a matter of housekeeping.

          Example Merging Scenario

          Merging Good Effort (+15) into Actively Engaged (+20) will update any pre-existing rankings and scores for any instance of Good Effort (+15) previously granted to users. 

          Tester A - Community score - 40 points 

          • 2x Good Effort (+15) 
          • 1x Average Participation (+10) 

          Good Effort (+15) merged with Actively Engaged (+20)

          Tester A - new Community score  - 50 points

          • 2x Actively Engaged  (+20)
          • 1x Average Participation (+10)

          To Merge an existing ranking: 

          1. Click your Community Logo > Community Administration > All Community Tools
          2. Click User Scoring
          3. Merge to update the selected rank to a new value if desired
          • Merged ranks will update every use of the old rank, causing user scores to be recalculated based on the new value.