Configuring Your Customer Health Score
The UserIQ health score dashboard gives customer success teams clear, actionable signals on risk. It shows a visual representation of accounts that need attention, changes in health and sentiment scores, the greatest increase in health score and more.
Health scores are generated daily at the account level.
Before you can glean relevant insights, you’ll want to configure both your health score and your sentiment score, because UserIQ needs to know how to weigh your priorities.
Health score weighting
There are four components that go into calculating a health score for an account:
To make changes from the default setting, you’ll want to go to your health score dashboard. Then, click Configure Health next to the gear icon.
See that slider bar under HEALTH SCORE WEIGHTING? You can move it to weigh each of these components. Each component has a unique color. Sentiment is blue, adoption is yellow and so on. Make sure you think about your customer success program goals and customer behavior.
When you click on Sentiment or Adoption, you’ll see options below. When you click Open Tickets or Renewal Date, you’ll see a pop-up box with configuration options. Let’s take a look at sentiment options first.
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. You can access it below the health score weighting area. The three voice-of-the-customer feedback options you have are:
- NPS Surveys
- Rating Surveys
NPS stands for net promoter score. 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.
Under adoption, you can prioritize 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.
The first option under Adoption Weighting is Last Activity.
With this option, you can configure the optimal number of days since the last time a user was seen in the platform. For example, this range could be less than or equal to 3 days. The critical range would represent the number of days with no activity which denotes unhealthy activity.
The second Adoption option is Active Days. Here, you can configure the optimal number of days per month a user should access your platform. The critical range represents a number of days which denotes unhealthy activity or cause for concern.
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%.
The third major configuration is Open Tickets. Here, you can Input the number of tickets in Optimal Range you consider to be healthy. In the Critical Range, you can set the number of tickets that should cause concern.
The final configuration is Renewal Date. Its range is based on the number of days prior to renewal. Typically, anything 90+ days away is optimal. The Critical Range offers a time frame that should cause concern.