What information can I get from a Customer Health Dashboard?

Overall Health IQ Pie Chart

This pie chart is a visual that shows the percentage of accounts that are active, at risk of churn and inactive. 

Overall Health line graph

This graph tracks the overall health of all your accounts over the course of the last week. It is updated once every week, on Saturday at midnight.

All Accounts

This section consists of an at a glance view of all of your accounts sorted by highest overall customer health score first. You can also filter these accounts based on the color thresholds that you have configured (green, yellow, and red respectively).

You can also sort this view (by clicking on the column names) to understand leading scores in individual categories.

How do I customize metrics for setting up a health score?

You can configure thresholds for setting up a customer health score by editing metrics through Dashboard Configuration under Site Settings(from the menu across the top, click on your name and click Site Settings). Please note, to access Site Settings you need to be an Admin. You can now edit thresholds for:

• Overall
• Activity
• Adoption
• Sentiment
• Support
• Financial

For a general overview on what each of the above mentioned metrics stand for and best practices for setting them up, please refer to the documentation below. Please note that you can exclude/include trial customers in the dashboard view by checking/unchecking "Remove trial accounts from calculating with this dashboard configuration".

Overall Threshold Configuration

Overall settings on how to measure a consolidated customer health score are configured here.

Per the screenshot above, you can have a look at the overall section under Dashboard Thresholds.

Metric to measure - You can choose how to measure the overall customer health score here. You can either set it to "Weighted Component Average" or "Weighted Component MRR Average". The main difference between these two is that "Weighted Component MRR Average" considers all the metrics for the previous month only, whereas "Weighted Component Average" considers metrics for the entire lifetime. Also, you can set a Threshold for Green and Yellow for measuring the overall health score. We suggest you to set the threshold to 60 for green, 40 for yellow and every account that has a score < 40 falls under Red.

Choose which component scores affect your composite score - You can choose to select which specific metrics you would like to include/exclude from the health score. You can also enter weightage for each of those selected metrics.

Activity

Customer Login Health can be calculated, based on frequency of log ins. Having this as a part of customer health score ensures that you are rating your customers based on their activity in app.

Metric to measure -  You can choose between one of two options.
1. Days since last login: If you would like to classify an account as active based on "if at least one user has logged in the past 'x' days", you can do it here.
2. Percent Active Users: You can classify an account as active if 'x' percentage of users are marked as active. You can set "Number of days since a user last logged in to be considered active" to your desired amount, in order to define you would call an active user.

Adoption

By default, we create 3 segments for all users and we refer them to as Magic Segments. Those 3 segments are Active Accounts, At-Risk Accounts and Inactive Accounts. We classify an account as active if at least one of its user had logged in the past 7 days. if it's 30 days we classify an account as At-Risk and if an account does not fall into Active or At-Risk, we classify it as Inactive account. So, if an account is falls under Active/At-Risk/Inactive segments, we give an Adoption score of 100/50/0 respectively.

Sentiment

NPS Composite - The customer sentiment health score is calculated here based on the user NPS scores. You can classify an account as in the green if the NPS Composite score is > 'x'. It is the same way for yellow as well and if an account is not in the green or yellow, it is automatically considered as red.

Support

Open Tickets - Customer Technical Support Health is displayed as a calculation based on the number of support tickets that are open. You can classify an account as in the green based on the number of current open tickets that they have.

Financial

Financial Health is measured by the Renewal Date. If the customer's due date to pay is within 'x' days (If no renewal date present, default score is 100) then you can classify that account green/yellow/red. For instance you can consider an account as in the green if the minimum number of days until the customer is up for a renewal is 90.

How frequently is the customer health dashboard updated?

The customer health dashboard is updated once every week, over the weekend. If you would like to calculate it instantly, you can go to Site Settings -> Dashboard Configuration -> Save and Recalculate to manually trigger the calculation. The time-frame the dashboard would get updated after hitting the Save and Recalculate button is up to 1 hour.