Health score will need to be configured before using the customer health dashboard. In this article, you will find all you need to configure your health score to your liking. Health scores are currently generated on a daily basis at the customer account level. Health scoring configuration is done at the site level.
There are four components that go into calculating a health score for an account.
Across these four components, each site can be configured to weigh each of the factors differently. For example, a site can be configured so that each component is 25% of the overall health score. Alternatively, you may not want to use open tickets or renewal date in your scoring. You can then sentiment to 60%, adoption to 40%, open tickets to 0%, and renewal date to 0%. No matter the weighting of each component, they must always add up to 100%.
Sentiment is defined as the combined feedback scores from end users (visitors) that belong to an account. There are three possible ways for end-users to provide feedback scores that go into calculating the overall sentiment score for an account.
NPS Surveys are on a scale 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 are on a scale 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 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.