Health Scores

avoid customer churn by identifying opportunities and risks early overview 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 https //www custify com/kb/knowledgebase/segments/ help you categorize your customers, health scores are the best solution to observe customers’ overall health create scores based on events, attributes, and metrics you are sending, allowing you to use any numerical data for measuring platform usage and customer satisfaction build https //www custify com/kb/knowledgebase/usage trends/ that show you how healthy a customer is in the present, compared with previous periods of time defining health scores there are two ways to create a health score navigate to the health score tile in the main menu, then click on new 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 the name of the health score you define description a relevant description of the health score that will be displayed in the health scores list select event/attribute to measure pick the data the health score will be based on restrict to company/people segments (optional) choose a company/people segment you want to restrict the health score to select time frame to measure only needed when measuring an event occurrence impact on global health score choose the level of impact on the global health score none, low, medium or high define score distribution define the worst and the best values for the health scores and play with the values intervals to get the best score distribution distribution preview check how the distribution of the health scores looks like before finalizing the setup 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 events attributes metrics 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 none low medium high 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 observation when you set the border line in the health score distribution, that value belongs to the interval in the right in the example above, every customer with a score between 0 and less than 3 will be displayed in red, between 3 and less than 7 will be yellow and every score greater than or equal to 7 will be green 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 if the impact for a health score is set to none, that health score will be multiplied by 0 (zero), meaning that it will not be included in the calculation of the global health score tracking health scores 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 viewing health scores details on the customer 360° profile 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 managing health scores 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 observation if there is no tag defined, the tagging option will not be available in the health score’s list step 2 assign the tag to the health score health scores’ dashboard 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