Health Score Metrics

Account health score is an aggregated number from 0 - 100. Below provides the definition and mechanism of how Natero scores each metric that compose the overall account health score.

1. Account Metrics

It includes a list of general account metrics that are currently available in Natero, including custom metrics. When using a metric, select how you'd like to aggregate the metric over the specified time frame for your health score criteria. 

Additional custom metric calculations:

Metric Calculation
Average over time

Sum of daily metric value divided by the specified number of days.

Ratio of usage over time

Ratio of the sum of total uses of two selected custom metrics by all users of this account over the specified number of days.

2. Account Dimensions

It includes a list of account dimensions that are currently available in Natero, including custom account dimensions. Specify which custom dimensions should be included in the calculation of your health score.

Metric Calculation
Current value

Current value of this custom dimension for an account.

Ratio of values

Specify which custom dimensions should be included in the calculation of your health score.

3. Account Activity

Select the activity metrics that best reflect the activity level for healthy and unhealthy accounts.

Metric Calculation
Average time spent per active user Average time spent per active user of this account per day over the last 30 days.
Days active out of the last 30 days

Sum of the days when any user of an account had activity over the last 30 days.

Monthly active user by percent of total registered users

Total number of active users of an account over the last 30 days divided by the total number of registered users of that account.

Daily active user by percent of total registered users

Total number of active users of an account in the last full day divided by the total number of registered users of that account.

4. Account Support

It includes a metric that measures the current number of open tickets for an account. Additional support metrics can be found under the Account Metrics section. 

5. Feature & Module Usage

Select the feature and/or module metrics that best reflect how your customers should use your product. 

Metric Calculation
Time per user per day

Sum of time spent on a selected module by all users of this account divided by the number of users who have used that module. 

Count per user per day Sum of count of uses of a selected feature by all users of this account divided by the number of users who have used that feature.
Ratio of usage over time Ratio of the sum of total uses of two selected features by all users of this account over the specified number of days.

6. CSM Score

CSM scoring indicates the CSM’s subjective evaluation of how well an account is doing. This score is entered by the individual CSMs at the account settings page.

7. NPS

The Net Promoter Score (NPS) is a gauge of customer satisfaction. The minimum and maximum range must be provided. Any score below the minimum is mapped to a health score component of 0, and any score above the maximum is mapped to 100; all scores in between are mapped linearly between 0 and 100.

8. Financial

It includes a metric that measures the number of days an invoice has been open for an account.

9. Interactions

It includes a metric that measures the number of days since you had the last interaction with an account.

10. Average Child Health Score

This metric will only become visible once the Natero Hierarchy feature is enabled for your account.

When turned on, this metric will average the health scores of all immediate child accounts to include into parent's health score. Note that if an account has no children, a value of 50 will be assigned. To avoid this, you can setup the account filtering to include only accounts that have child account ('Account has children' is True) for this health score configuration.

11. Predictive Churn Scoring

Predictive churn scoring is determined by Natero’s state-of-the-art machine learning models to indicate how closely the data for a given account matches to a set of factors determined by the model algorithms that generally lead to a churn outcome.

This value is calculated using the inverse value of the "correlation strength" generated by the model algorithms. For example, if Natero is predicting that an account will churn with a "correlation strength" of 87%, then the account will be assigned a predictive churn score of 13 when calculating its health score.

Note that what the "correlation strength" is really predicting is simply "yes churn" or "no churn", the increased correlation doesn’t necessarily mean more likelihood, just that it’s a better fit to the model. 

 

Learn more about defining health score criteria.

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