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What are your Customer Health Score categories?

KelseyHunsinger
KelseyHunsinger Customer Success Program Manager Founding Member | Scholar ✭✭

We are re-evaluating the naming convention of our Customer Health Score and trying to move away from the traditional Green/Yellow/Red categories. I've researched a few options, but looking to see what resonates well in your companies!

Answers

  • David Perrault
    David Perrault VP Product Support and Customer Care Founding Analyst | Expert ✭✭✭

    We went for categories that matches the entry point of the interaction with customers, e.g. Support, Marketing, Sales...; and a scoring system 1 to 10 (10 being the best) for each category based on thresholds (e.g. no Support interaction would get a 1 because you have to wonder if the customer is actually using the product).