Account Health Score

In this article:

Overview

In Natero, account health is calculated on the scale of 0 to 100.

It is an aggregate number calculated based on one or more metrics you select, such as activity, feature or module usage, support tickets, CSM's subjective input, NPS, etc.

You have the flexibility to configure your health score based on the metrics and numeric dimensions you track in Natero.

Accounts with a health score at or over 70 are shown as GREEN, accounts with a health score at or below 30 are shown as RED, and all other accounts are shown as YELLOW.

Configuring health scores

You can create health scores for all accounts or specific customer segments.

Users with the "Configure product settings" role permission can manage health scores.

To configure your health score:

  1. Hover over the gear icon in the main navigation bar.
  2. Select "Management Center" from the drop-down menu.
  3. Click the "Health Score" tab.
  4. Click "Configure" next to a health score configuration.

Default health score

Accounts use the default health score configuration unless they match an account segment defined in another health score configuration(s). You can customize your default health score configuration so it best aligns with your business and product usage characteristics.

Segmented health scores

When it comes to customer health, not all accounts are necessarily the same. In addition to a default health score, you can also create health score configurations for different account segments.

Potential health score segments:

  • Accounts in different lifecycle stages, such as trial or onboarding.
  • Accounts in different customer tiers or plans.
  • Accounts using different products.

To create a new segmented health score, click "Add new configuration". 

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  1. Provide a desired name for the segmented health score (e.g. Health score for onboarding accounts) and click "Configure" to go to the configuration page.
  2. Add the desired account filters for this health score. 
  3. Define health sections and select health metrics (see below steps).

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Health sections

Natero allows you to group one or more KPIs into sections within your health score.

  1. Create a new section to begin selecting the appropriate KPIs for your health score.
  2. Click "Add health metric" to select the metrics that you'd like to include for each section.

Weighting sections 

Optionally, you can assign a weight to each health section to indicate how significant you believe that section contributes to the overall health of an account.

Natero will automatically normalize the number you input and calculate the percentage weight of each section towards the overall health score calculation.

The KPIs added within each section will be equally weighted. For example, if you include four KPIs in a section, each one will get one-quarter of the weight you set for the section.

Defining health criteria

For each KPI, you'll be asked to specify the health criteria to indicate when an account should receive a 0 score or 100 scores for that KPI.

For metrics, you can base your health criteria on the absolute values aggregated over time, or on the percentage of change over two different time periods.

1. Absolute values aggregated over time

In the screenshot above, the metric "Average time spent per active user per day" is averaged across the last 7 days.

In this case, the metric will contribute a score of 0 when the 7-day average is at or below 2 mins, and contribute a score of 100 when the 7-day average is at or above 8 mins.

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. Percentage of change over two different time periods

In the screenshot above, usage of the "Accounts" module over the last 7 days is compared against the previous 7 days.

If the usage over the last 7 days decreased by 50% or more, the metric will contribute a score of 0. If the usage over the last 7 days increased by 100% or more, the metric will contribute a score of 100.

Real-time visualization of account distribution

You can visualize the distribution of accounts when defining the health criteria for a KPI.

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

The right chart shows how the calculated value of the KPI (x-axis) distributes across all of your accounts, how a particular calculated value puts an account at a percentile ranking (across other 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 section 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 section towards the overall health score, based on your assigned weight to each section. And the bottom chart shows you the number of accounts that fall into each health band based on the current health score configuration.

Updating account health score

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

By default, health score will be calculated and automatically updated for your accounts on a nightly basis using the latest data. However, you can hit the "Update health scores" button to update health scores for your accounts right away based on the latest configuration(s).

Priority rank of health score configurations

When there are multiple health score configurations that may apply to the same account, Natero will use the configuration with the highest priority.

For example, an account may match the "Health score for tier 1 accounts" configuration and also the "Health score for NA accounts" configuration as shown above. In this case, Natero will use "Health score for tier 1 accounts" as the health score configuration for the account because it is the higher priority.

You can change the health score configuration rankings at any time. Click "Save configuration" to save your changes.

Example health score configuration

The following health score is based on 5 sections:

1. Time spent in your product, trending on a 15-day to 15-day comparison.

Compares the total time spent by an account over the last 15 days vs. the previous 15 days. If it increases by 5% or more it'll get 100 score. If it decreases by 40% or more it'll get 0 score.

2. Number of days since last interaction.

If an account doesn't have an interaction recorded in Natero for more than or equal to 60 days, it will receive a 0 score. If an account has an interaction recorded less than or equal to 30 days, it'll receive a 100 score.

3. Age of open invoice(s).

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. Number of current open support tickets.

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. CSM's subjective score.

If the CSM scores the account a 0, it'll receive a 0 score. If the CSM scores the account a 100, it'll receive a 100 score.

 

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