Account Health Score

In this article:

Overview

In Natero, account "health score" is calculated on the scale of 0 to 100 and is an aggregate number based on other fundamental metrics, such as activity, feature/module usage, support tickets, Customer Success Manager’s subjective input, NPS score etc.

You can setup multiple health score configurations with different health criteria for different customer segments you define. 

Users with the "Configure product settings" role permission can configure the health score for your accounts. 

Once health scores are updated to your accounts, you'll find accounts with a health score at or over 70 in the GREEN band, accounts with a health score at or below 30 in the RED band and the rest of the accounts in the YELLOW band.

Configure Health Score

To start the health score configuration, go to the "Health Score" page in the "Management Center" under "Settings".

Default health score

The first step is to configure your default health score. This health score is required and will be applied to accounts that do not belong to any segment defined in other health score configurations.

Define account segment

Once the default health score is configured, you will be able to create new health scores for different segments of your accounts. For example, if you'd like to setup a health score for accounts that are going through the onboarding stage, you can add a new health score configuration named "Health score for integration accounts".

Click "Configure" to go the health score configuration page. You will then define the account filter within that health score configuration. Click "Show advanced options" to display more filter options. 

Health components and metrics

Create and name the health components that you'd like to include for this health score. You can add as many health components as you want.

Select the metrics that you'd like to include for each component.

Assign weight 

Put any number on the right to assign a weight to each health component. This should reflect how significant you believe that component contributes to the overall health of an account. Natero will automatically normalize the number you provide and calculate the percentage weight of each component towards the total health score.

The metrics added for each component will be equally weighted. For example, if you select four metrics under a component, each one will get one quarter of the weight you set for the component.

Define metric health criteria

For each selected metric, you'll be asked to specify the health criteria to indicate when an account should get a 0 score or 100 score for that metric. You can base your health criteria on the absolute values of a metric aggregated across a defined time frame, or on the percentage change of that metric over two different time periods.

1. Based on absolute values aggregated over time

For example, in the screenshot shown above, the value of the selected metric (Average time spent per active user per day) is averaged across the last 7 days. An account will always get a 0 score when the 7-day average of this metric is at or below the number (2 mins) specified in the "Health of 0 when at or below" statement; and get a 100 score when the 7-day average of the same metric is at or above the number (8 mins) specified in the "Health of 100 when at or above" statement.

Natero will then proportionally calculate the score if the 7-day average of this metric falls within the range of 2 to 8 mins. 

2. Based on percentage change over two different time periods

For example, in the screenshot above, it is tracking the percentage change of the "Accounts" module usage over the last 7 days versus the previous 7 days. If the usage over the last 7 days decreased by 50% or more, an account will get a 0 score. If the usage over the last 7 days increased by 100% or more, an account will get a 100 score. 

Real-time visualization of accounts distribution

When defining the health criteria for a metric, you can visualize how your (segmented) accounts would distribute based on a given criteria. 

The left chart shows you the number of accounts that fall into each health band.

The right chart shows you how the calculated value (based on the defined criteria) of that metric (x-axis) distributes across all the accounts and where the cutoff line is for each health band.

In the example above, a data point of (1.5, 80) means that the account had a 50% increase in this metric and that would rank an account at 80 percentile across all the accounts. In other words, about 80% of the accounts had less than 50% increase in the value of this metric. A range of roughly 0.9 (10% decrease) to 1.5 (50% increase) will put an account in the yellow band. 

Real-time visualization of component weight distribution

When configuring the health score, you'll see two bar charts displayed on the top right of the page. The top chart shows you, in real-time, the normalized percentage weight of each component towards the overall health score, based on your assigned weight to each component. And the bottom chart shows you the number of accounts that fall into each health band based on the current health score configuration.

Update account health score

Once you've completed the health score configurations, click "Save" to save all the changes. By default, health score will be updated for your accounts on a daily basis using the latest data. However, you can hit the "Update health scores" button on the top right to update health scores for your accounts right away using the newest configurations.  

Rank of health score configurations

When you have multiple health score configurations for different account segments. You should indicate the priority of the health score that should be applied to an account if that account belongs to more than one segment, by ranking them on the main page. Natero will check for an account to see the highest ranked health score configuration it belongs to and apply that health score calculation to this account.

For example, if an account belongs to the segment defined in "Health score for tier 1 accounts" and "Health score for NA accounts", ranking the latter configuration above the former will apply the "Health score for NA accounts" to that account.

Once you've completed re-ranking the health score configurations, click "Save configuration" to save all the changes.  

Example health score configuration

The following example health score is built upon 5 areas:

1. Time spent by an account trending on a 15-day to 15-day comparison. 

Comparing the total time spent by an account over the last 15 days vs. the previous 15 days. If it's increased by 5% or more it'll get 100 score. If it's decreased by 40% or more it'll get 0 score.

2. No. of days since the latest interaction with an account.

If an account hasn't had any interaction recorded in Natero for more than or equal to 60 days, it'll get 0 score. If an account has any interaction recorded less than or equal to 30 days, it'll get 100 score.

3. Age of open invoices associated with an account.

If an account has an open invoice that's more than or equal to 90 days old, it'll get 0 score. If an account has an open invoice that's less than or equal to 45 days old, it'll get 100 score.

4. No. of current open support tickets associated with an account. 

If an account has more than or equal to 4 open support tickets, it'll get 0 score. If an account has less than or equal to 1 support ticket, it'll get 100 score. 

5. Account subjective score assigned by the CSM to an account.

If the CSM score assigned to an account is 0, it'll get 0 score. If the CSM score assigned to an account is 100, it'll get 0 score. 

Screen_Shot_2017-05-01_at_4.20.39_PM.png 

 

Learn more about defining health score criteria.
Learn more about health score metrics.
Learn more about how health score is computed.
Learn how to design an effective health score.

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