Health Score Configuration

Overview

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.

Configuration

There are four components that go into calculating a health score for an account.

1. Sentiment

2. Adoption

3. Open Tickets

4. Renewal Date

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

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.

1. NPS Surveys

2. Rating Surveys

3. Microfeedback

Across the three components of sentiment score, they must add up to 100%.

NPS Surveys

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

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

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.

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Adoption

The adoption component is comprised of three metrics, the last time a user was in the platform, the number of active days per month, and the percentage of active users for an account.

Last Activity

The last activity configuration allows you to set the Optimal amount of time since the last time a user was seen in the platform.  Depending on the type of app you offer, this range could be less than or equal to 3 days or a greater number of days for a lower utilized app.  The critical range would represent the number of days with no activity which should be of concern.

Active Days

Number of days per month a user performs an action in your platform.  You can set the ranges according to your desired user behavior.

Active Users

Active Users is the percentage of active users in an account.  An active user is someone that performs an action within the last 30 days.  If you have an account with 10 users, but only 5 have performed an action within the past 30 days, the Active User percentage would be 50%.

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Open Tickets

Input the number of tickets you would consider to be healthy in the optimal range and the number of tickets you would consider a reason to be concerned.

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Renewal Date

The renewal date range is based on the number of days prior to renewal, typically anything 90+ days away is optimal.  Critical would be based on your typical customer interaction, maybe 30, 15, or 5 days away.

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