Health Scores

Avoid customer churn by identifying opportunities and risks early.

Individual Health Scores let you tailor the actions you take for each client. In Custify, accounts can have multiple Health Scores that show you relevant product usage, satisfaction, or even revenue indicators. Define score intervals for healthy or concerning customers, then see the performance and health of your customer portfolio at a glance. Identify KPIs that you’re not meeting so you can change your product to better suit your customers’ needs.

While Segments help you categorize your customers, Health Scores are the best solution to:

There are two ways to create a Health Score.

2. Create the Health Score from anywhere in the app by using the global shortcut ( ➕), then select “New Healthscore”.

To set up the Health Score, you will need to define the following:

Name and Description: Use relevant names and descriptions for your health scores, these will help your Customer Success team better understand the logic behind them, and will also facilitate a smooth transition when there are new CS members on board.

Select event/attribute to measure: Select the data you want to use in your health score definition. You can choose from:

When defining Health Scores based on how often an event happened, another option will be activated, Select time frame to measure, and you will enter the time frame you want the event to be counted for (e.g. if you select the login event and the time frame to measure is 30 days, the health score will automatically calculate the total number of login events in the last 30 days).

Restrict to company/people segments (optional): Choose a company/people segment you want to restrict the health score to, and the health score will only be calculated and displayed for the companies in those specific segments.

Select time frame to measure: Only needed when measuring an event occurrence.

Impact on global health score: Select what should be the weight of the health score within the calculation of the global health score (which is a weighted average of the other health scores you define). The impact can be:

Define score distribution: Define the worst values and the best values. The worst value should be the lowest score expected, which shows you that a specific attribute/metric value or event frequency is not looking good at all, while the best value should be the attribute value/number of events that show you a customer is healthy.

After defining the worst and the best values, play with the sliding bar to define the exact intervals for Bad, Average, and Good scores.

Distribution preview: Have a quick overview of how the companies will be distributed by scores.

In the example below, we defined a Login Frequency health score. We count the number of login events in the last 30 days, and we define 0 logins as the worst scenario and 10 logins as best. Between 3 and 6 login events, the score will be marked in yellow and will be considered Average. The Health Score is also restricted to the Paying Accounts segment since it’s more relevant to track this event for active paying customers only.

The Global Health Score is a weighted average of the other health scores you define, an aggregated score that will show you the overall health of a customer. This is created by default in Custify and you will find it in the list of Health Scores. You can choose if you want to enable or disable it. For each health score you define, you have the option to set the ‘Impact on Global Health Score’, so you can choose how much a health score weighs in the Global Health Score calculation.

For example, if we have the health scores below:

A=low impact

B=medium impact

C=high impact

The Global Health Score will be:

GHS= (A+B*2+C*3)/6

Once you save a Health Score you will immediately see the number of customers that are part of it. The number is actionable, so click on it to see details about those customers.

Or go to the Customer List View (left menu) and use the Health Score as a filter. Get a list of all the customers that have good, bad, or average scores.

Go to a customer profile and check the right pane to see how the scores defined are looking.

Do you have customers that have a red Global Health Score? That’s probably not a good sign!

Check the health score evolution chart to see how the score evolved over time.

Quickly check all your Health Scores by accessing the Health Scores list view. Have a glance at your customers’ scores, how many customers have Good scores, and how many have Average and Bad scores. The numbers are clickable and they will redirect you to the list of customers in each category.

Health Scores can be reordered by dragging and dropping them in the list view. This order will also be kept in the Customer 360° Profile.

To change a Health Score definition, simply click on Edit. You will also be able to Delete unused Health Scores, so they will not be displayed anymore in the Customer 360° Profile.

Use tags to categorize your Health Scores. You can categorize them by importance, subscription plans, CSMs in charge to track them, or any category you consider useful.

Step 1: Define the tags in Settings – App Settings – Tags.

Step 2: Assign the tag to the Health Score.

To see the Health Score’s details, click on the Health Score’s name and you will be redirected to the corresponding dashboard. You will find there the scores split (how many customers have Bad, Average, or Good scores), statistics, and the histogram of the current scores.