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.
There are four components that go into calculating a health score for an account.
The top slider bar allows you to weigh each of these components. You determine what is more valuable based on your customer behavior.
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.
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.
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 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.