The Case Status Customer Scorecard helps make sense of a number of different metrics, rolling them up into easy-to-understand letter grades for how the Case Status platform is being used with your firm. In this article, we will explain each metric, and how it is calculated.
NOTE:
Each letter grade is based on the percentage of cases that meet criteria, in the following bands:
A grade = 75% or more
B grade = 60% to 74%
C grade = 25% to 59%
D grade = 24% or less
Activation
The Case Status Activation score shows the percentage of cases where you have invited clients to use the Case Status platform. In order to best leverage Case Status, your clients need to be told it is available, the activation metric ensures you are asking clients to take advantage of the platform.
Criteria for Activation
Activation is a percentage of open and active cases in Case Status, against open cases. For example, if the firm has 100 open cases in Case Status, and has sent invitations to 70 cases (turning them into open and active), then the Activation percentage is 70%, or a B grade.
Engagement
The Case Status Engagement score shows the percentage of activated cases, where the client has responded to you by either downloading the Case Status mobile app, or responding with a SMS text message, or both. It's one thing to invite clients to Case Status, Engagement measures whether clients are taking you up on your request to use the Case Status platform.
Criteria for Engagement
Engagement is a percentage of cases where a client has either downloaded the Case Status mobile app, or responded to you with a SMS text message; against open and active cases. For example, if 70 cases are invited, and 35 clients from those cases have either downloaded the app or responded with a text, then your Engagement score is 50%, or C grade.
Value
The Case Status Value score shows the percentage of activated cases, where the firm is leveraging certain Case Status features to maximize the value of the platform for the firm. Case Status isn't just messaging with clients, there are also automations, scheduled messages, checklists, appointments, and other items that benefit the client and their case, while saving the firm time in the process.
Criteria for Value
Value is a percentage of cases where the firm has used any of the following Case Status features, against open and active cases:
Scheduled Messages
Automations, except for NPS Automations (see Growth)
Checklists
Appointments
Growth
The Case Status Growth score shows the impact that Case Status has on growing the firm via satisfaction surveys, requests for reviews, and bulk messaging. Understanding client satisfaction and how to best leverage it can help improve scoring on public review sites, like Google, that can help bring in more cases.
Criteria for Growth
Growth is a percentage of cases where the firm has used any of the following Case Status features, against open and active cases:
NPS Survey
NPS Automation
Bulk Messages