Customer Health Dashboard Guide

 

The reimagined customer health dashboard from UserIQ gives you all the resources you need to track and improve customer health. 

Feel free to open the customer health dashboard (https://app.useriq.com/#/customer_health_dashboard) while reading the following content to walk through the interface and functionalities.

It’s broken into Overview and Sentiment sections. 

Note: Before you start, you should configure your health score. 

Health score dashboard overview tab

Under the “Overview” tab, which is the default position, you can set filters, enjoy a birds’ eye view of metrics, see which accounts need help now and more. Let’s start with Account Filters.

ACCOUNT FILTERS

You’ll find Account Filters at the top of the dashboard. Here, you can easily determine which customers’ data appears on your dashboard by selecting the criteria and thresholds you want within the filter search bar. 

Filters will be applied to the dashboard and will be “sticky” while the new updated content scrolls underneath. If no filter is selected, the customer health dashboard will load for all accounts by default.

 

HEALTH ‘BUBBLE’ CHART

 

This visually-intuitive chart indicates three key parts of account health for segmented accounts:

• Health score
• ARR (annual recurring revenue)
• Days since last communication 

For each bubble, the color represents the health score for that specific account, while the size measures ARR. The bubbles are placed on the chart depending on their health score (y), as well as days since last communication (x).

 

HEALTH TRENDS CHART

 

The health trends graph tracks the overall health, sentiment and/or active time of all your accounts over time. By default, this graph is set to show over the last 30 days, but can be modified as well by selecting a drop-down menu under “during the last 30 days”.

 

ACCOUNT CHANGES CHART

 

The account changes graph is meant to give an overview of accounts that have changed within the last 30 days. As with the health trends graph, you can change this timeframe. 

Here, you can highlight which accounts have either increased or decreased in health score to get more insight on how your accounts are performing. Each account on this graph will show the current health score, as well as current risk associated with that account. The account name is hyperlinked so you can go directly to the account page to take a deeper look.  

HEALTH TABLE

 

 

The health table section consists of an at-a-glance view of all of your accounts sorted alphabetically by default. You can also sort this view by clicking on the column names to understand leading scores in individual categories. In this table view, you can see the following thresholds:

• Account
• Stage
• ARR
• Plan Type
• Account Owner
• Health Score (and trends)
• Pulse score (and trends)
• Sentiment score (and trends)

Health score dashboard sentiment tab

We just explored the Overview section. In the Sentiment section, you can see aggregate NPS scores, set filters and more. Let’s start with the sentiment score graph.  

 

 

 

SENTIMENT SCORE GRAPH

 

Depending on the filters selected, this graph will show the accounts’ sentiment scores (NPS, rating surveys, or micro-feedback) over a period of time, which defaults to a month to month basis. 

Here you can compare how these aggregate scores perform over time to help you analyze customer sentiment across the board. You can also select the dropdown menus to change between NPS scores, rating surveys, and micro-feedback as well as the time frame from monthly to quarterly, or yearly.

 

SENTIMENT CHANGES ‘BARBELL’ GRAPH

 

This graph shows which accounts have had the greatest increase or decrease in sentiment over time. Here you can see an individual account’s sentiment score, as well as the change over the last 30 days. Clicking on the name of the account will take you to the account detail page.

 

SENTIMENT TABLE

 

This section consists of an at a glance view of all of your accounts’ sentiment data, sorted alphabetically by default. You can also sort this view (by clicking on the column names) to understand leading scores in individual categories. In this table you can see the following data points:

• Account
• Stage
• ARR
• Plan Type
• Account Owner
• Sentiment score & trends
• NPS results
• Rating survey scores
• Microfeedback scores

 Don’t forget: Make sure you configure your customer health dashboard.