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Evidence · Measurement methods

How we measure readiness.

From one question to a readiness index: what a challenge is, what counts as a gap, how critical gaps are fixed and how the numbers add up.

01The challenge

Five questions in under 50 seconds.

A challenge is a set of five questions, answered in a row, in less than 50 seconds. It is the minimum complete interaction with the app, and it fits the busy agenda of a field team or a spare moment of a frontline worker.

  • Alone or against someone. Played alone, against a colleague or against a bot, again and again over the weeks of the program.
  • Three options, one right. Every question comes from your approved content, reviewed by your experts, with Medical and Compliance sign-off when needed.
  • Smart repetition. Each person gets more of what they get wrong, until they get it right.
  • Immediate feedback. After each answer the user sees the right option and, when wrong, the key concept behind it.
The question
The questionQuestion 1 of 5, three options and the timer.
The answer
The answerThe right option in green, the wrong choice in red.

02Categories

Every question carries tags.

Each question is tagged with the category it measures, and with the product, brand or market it belongs to. Tags are what let us add answers up by topic, so a manager sees where the team is weak, not only a total score.

  • Category: the knowledge area, for example dosing and safety, clinical data, competitors or objection handling.
  • Context tags: product, brand, ingredient, market or audience, agreed with you at the start.
  • Critical flag: whether the question is key to a business objective of the program (next section).

What dose does each autoinjector contain?

Dosing and safetyZelvantraLaunchcritical

What is the main difference against the leading oral preventive?

CompetitorsZelvantraNeurologycritical

By how much did Zelvantra reduce monthly migraine days versus placebo?

Clinical dataZelvantraHORIZON-M

Illustrative questions from the Zelvantra demo, a fictitious product.

03Critical questions

Critical means key to a business objective.

Every program serves a business objective: launching a product, gaining market share or defending against a competitor. The questions the field must master to reach or protect that objective are critical. We define them with you for each program, and they are tracked one by one, never averaged into a good score.

Business objective

Defend against a competitor

“What is the main difference against the leading oral preventive?”

When the competitor launches a cheaper oral option, reps who cannot state the difference let the competitor set the conversation, and share goes with it.

Business objective

Launch a product, safely

“What dose does each autoinjector contain?”

A medical critical question. A wrong dose said in a visit is a patient safety and compliance risk, so no launch target counts if the field gets this wrong.

04Gaps

A gap is one question one person gets wrong.

We count gaps person by person and question by question, twice: at the first answer to each question and at the last one. In between, smart repetition gives each person more of what they get wrong. A gap is not a judgement of the person; it is a precise point to fix.

Gap

Ana, first answer

What year was the molecule first approved in the US?

2018
2019
2021

Ana chose 2018. A gap on a standard question: it goes to gap fixing and smart repetition.

Critical gap

Marc, first answer

What dose does each autoinjector contain?

100 mg
200 mg
300 mg

Marc chose 100 mg. A gap on a critical question: it goes to critical gap fixing and is shown to his manager.

No gap

Laura, first answer

What dose does each autoinjector contain?

100 mg
200 mg
300 mg

Laura chose 300 mg. No gap at the start; the question still comes back to confirm it at the end.

05Gap fixing

How a gap gets corrected.

Every gap starts a short loop for that person. The question comes back in later challenges, more often for what keeps going wrong, until it is answered right. What counts at the end of the program is the last answer.

Step 1

Gap found

Wrong answer, recorded by person and question.

Step 2

Key concept

Right after the answer, the user sees the right option and the concept behind it.

Step 3

Smart repetition

The question comes back in later challenges, more often for what the person keeps getting wrong.

Step 4

Corrected

The same person answers the same question right. At the last answer, the gap is gone.

06Critical gap fixing

Critical gaps get their own fix.

A critical gap is not left to repetition alone. The person receives an explanation of that question and a dedicated challenge to prove the concept is mastered, not guessed.

Step 1

Critical gap detected

Wrong answer on a critical question. It is flagged in the manager report.

Step 2

Explanation

Content on that question: the key concept, the typical mistake, why the right answer is right and what to remember.

Step 3

Gap fixing challenge

Five questions: the one the person got wrong, plus four more on the same topic as the explanation.

Step 4

Resolved

4 or 5 right answers, depending on how the program is configured, and the critical gap counts as resolved.

The rule

Resolved at 4 or 5 of 5

The bar is set per program: 5 of 5 for the most sensitive content, 4 of 5 where one slip is acceptable. Below the bar, the critical gap stays open and goes to the manager for coaching, with the person, the question and a practice guide.

✓✓✓✓✓5/5 · resolved
✓✓✗✓✓4/5 · resolved when the bar is 4 of 5
✓✗✓✗✓3/5 · still open: back to the manager for coaching

See the coaching agenda for managers

Gap fixing
Gap fixingThe explanation that comes before the gap fixing challenge.

07Gaps and right answers

The % of gaps is the complement of the % of right answers.

Both are counted on the same answers, at the start (first answers) and at the end of the program (last answers). Gaps are the inverse of knowledge, so the % gap reduction mirrors the knowledge increase.

Start of program · first answers

End of program · last answers

■ right answers■ gaps
27%gaps at the start: 108 of 400 first answers
9%gaps at the end, after smart repetition and gap fixing
67%gap reduction: (27 − 9) ÷ 27

Illustrative team of 20. The same rule applies to a person, a country or a category.

08Readiness index

Right answers, added up by category.

The readiness index of a category is the % of right answers on the questions with that tag. With first answers it is the readiness at the start of the program; with last answers, the readiness at the end, after reinforcement. It is shown by person, team, country and topic.

Category
Start
End
First answers ■ and last answers ■
Dosing and safetycritical
76
96
Clinical data
72
90
Competitorscritical
66
89
Objection handling
78
89
Overall index
73
91
Illustrative data · same team of 20 · the overall index weights categories as agreed with you, and critical questions are also tracked one by one.

See the method on your content.

We can build sample questions and a sample gap report from one of your documents, before any field diagnostic.

Book a demoResults from 100 programs