Understand what is Health Score

Customer monitoring involves various metrics and data. To facilitate the management, the ideal is to have a mother metric that gives a good idea of ​​what is happening with a particular customer.

This is the purpose of the health score. The components and weights of each component are at the discretion of the company and may change over time. In a consulting firm, the health score can be influenced by client meetings, deadlines, and surveys. A software provider could focus on product usage and NPS, for example.

Customer Health Score Concept

It serves as a gauge of customer health with the company, an overall analysis of all metrics performed so far. The first step for the CS team is to define the company's objective and metrics to be used.

To determine the Health Score score, three criteria are generally used: frequency, breadth, and depth.

Frequency is nothing more than the time the user spends with your product and the frequency of his return.

Breadth reflects the number of company users and where they are located.

Depth is the amount of the main features of the products being used.

A good Health Score is measured through high user logins, with a wide range of products used along with brand reach. It helps drive the goals of other metrics used by the CS team.

It is always worth emphasizing that the Health Score and its objectives vary from business to business. The great advantage of the CS area, in general, is its ability to adapt to the reality of any company.

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