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Health Score Configuration

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Andres Rincon
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Overview 

The Health Score will need to be configured before using the customer health dashboard. In this article, we will explain the different metrics and thresholds which comprise the health score. Health scores are currently generated on a daily basis at the account level.

Configuration 

There are four components that go into calculating a health score for an account.

  1. Sentiment

  2. Adoption

  3. Open Tickets

  4. Renewal Date

The top slider bar allows you to weigh each of these components. You determine what is more valuable based on your customer behavior.

 

Sentiment 

Sentiment is defined as the combined feedback scores from users in an account. There are three channels for users to provide feedback, which determine the overall sentiment score for an account. 

The sentiment component has a similar slider bar for weighting for the three options.

  1. NPS Surveys

  2. Rating Surveys

  3. Microfeedback

 

An NPS survey is based on a score of 0 to 10. The critical range and optimal range can be configured for this component. The default configuration for the critical range is 5. The default configuration for the optimal range is 10.

 

Rating Surveys 

A Rating survey is based on a score of 1 to 5 stars. The critical range and optimal range can be configured for this component. The default configuration for the critical range is 1. The default configuration for the optimal range is 5.

Microfeedback 

Microfeedback surveys have three possible ratings: happy face, neutral face, and sad face. This type of survey is not configurable. Happy face = 100, neutral face = 50, and sad face = 0.

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Adoption

The adoption component is comprised of three metrics, the last time a user was in the platform, the number of active days per month, and the percentage of active users for an account.

Last Activity

Configure the Optimal number of days since the last time a user was seen in the platform.  For example, this range could be less than or equal to 3 days.  The critical range would represent the number of days with no activity which denotes unhealthy activity.

Active Days

Configure the Optimal number of days per month a user should access your platform.  The critical range represents a number of days which denotes unhealthy activity or cause for concern.

Active Users

Active Users is the percentage of active users in an account.  An active user is someone that performs an action within the last 30 days.  If you have an account with 10 users, but only 5 have performed an action within the past 30 days, the Active User percentage would be 50%.

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Open Tickets

Input the number of tickets you would consider to be healthy in the optimal range and the number of tickets you would consider a reason to be concerned.

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Renewal Date

The renewal date range is based on the number of days prior to renewal, typically anything 90+ days away is optimal.  Critical range would be a time frame in which you are not comfortable or a cause for concern if exceeded.

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