Like an underachieving student, sometimes your customer health score program doesn’t live up to its potential.
It’s no secret most customer success professionals don’t trust their health score accuracy. The reasons why can range from a program being overly complex to it not accounting for the proper sentiment.
So, what should an amazing program do?
It should be accurate, of course. Here’s how to actually get there.
Your health score should match customer sentiment
Many CS teams have seen an account in seemingly good standing churn — out of the blue. The health score said one thing. The customer, meanwhile, felt another thing.
But if you know what to look for, “out of the blue” churn notices will be rare.
Never being blindsided by churn or bad NPS results is easier said than done, though. So, what’s the answer?
In many cases, customer success teams are rushing their programs. Consider slowing down to ensure you’re setting up the right benchmarks and establishing a clear baseline. Throw too much data or criteria at your program right off the bat and it won’t be clear what your scores are actually saying.
In addition, make sure your VoC surveys are asking the right questions and that you allow for unstructured customer feedback.
It should include CSM sentiment
Amazing customer health score programs bring together objective data:
- User activity
- Feature adoption
- Help desk tickets
This data is crucial.
But don’t ignore the subjective side. CSMs and other members of your customer success team have hands-on experience working with users, solving problems and understanding pain points. Their insight is crucial, too.
You might find some discrepancies. But you should consider both — holistically — for an accurate health score.
It should be adjusted frequently
Setting it and forgetting it may work for rotisserie infomercials. Your customer health score? Not so much.
Customer success teams should intervene the moment they find inaccuracy. In addition, plan to assess your program at least every three months.
There’s a ton of criteria that goes into a health score — voice of the customer metrics, pulse insights, product data, ticketing information — and you’ll likely find you need to continually tweak the weighting of those factors to produce accurate results.
Want more? Check out our free health score e-book.