Product Tips & Updates

New in Vitally: Health scores that strike the perfect balance between simplicity and power 😍

Jamie DavidsonSep 26 2019
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Health scores are often a huge component of Customer Success...for better and for worse. When done poorly, health scores can be misleading, resulting in serious issues at accounts labeled 'healthy' going unnoticed. But when done correctly, health scores serve as a useful barometer for understanding the current state of a customer and where there may still be room for improvement.

When deciding how to tackle health scores, we had this in mind. We wanted to find an intuitive way to help you define your health scores while ensuring our presentation of those scores clearly portrayed what's going right vs wrong at each account. We're excited with where we ended up :) Let's dig in!

How health works in Vitally

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In Vitally, accounts can have multiple health scores - e.g. one for "Product usage" and another for "NPS". You'll define healthy, concerning, and poor conditions for each score, and we'll 'grade' your accounts on a scale of 0-10 for each score.

An account's overall health is then calculated as a weighted average of each health score.

Additionally, you can define different weights, equations, and health conditions for different account segments, which is helpful to score accounts differently based on their stage in the customer lifecycle and/or their access to your product.

Creating a health score

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To get started with health, navigate to the Account Health section of your account settings (or open our quick jump window with the Cmd+K shortcut and type in 'health').

Creating a health score requires just 3 steps:

  1. Create & name your score via the blue + button in the top left of the health builder.
  2. Then, select an account column to define health conditions on.
  3. Finally, define healthy, concerning, and poor conditions for the selected column (all are optional).

Repeat the above process to create multiple health scores 🎉

How a health score is calculated

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Health scores are calculated on a scale of 0-10. Points are awarded along that scale based on whether the customer satisfies the Poor (0 points), Concerning (5 points), or Healthy (10 points) condition.

For example, say you have an 'Integrations' health score calculated for 3 possible integrations. Having the integration enabled is considered 'healthy', while disabled is 'poor'. A customer with 2 integrations enabled and 1 disabled would have an 'Integrations' health score of (10 + 10 + 0) / 3 = ~6.67.

We'll then label that health score as Poor, Concerning, or Healthy using equal ranges between 0-10:

  • 0 to 3.3 = Poor
  • 3.4 to 6.6 = Concerning
  • 6.7 to 10 = Healthy

How an account's overall health is calculated

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When building your health scores, you'll see a column for Weight. Clicking on the value for that column allows you to set weights for all your health scores. An account's overall health score is simply a weighted average of every score for that account!

For example, say you have 3 health scores. Score #1 and #2 have weights of 40%, while score #3 has a weight of 20%. An account with a score of 10 for scores #1 and #2 and a score of 5 for score #3 will have an overall health score of (10 * 0.4) + (10 * 0.4) + (5 * 0.2) = 4 + 4 + 1 = 9.0

Using segments to create different health equations

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You may find yourself wanting to define different conditions or weights for different segment of customers. For example, say you want to weigh one score heavier for a customer's first 2 months and less afterwards. Or maybe some customers have access to certain product features depending on the plan they're subscribed to, and you'd like to score those customers based on their usage of those features. Not a problem in Vitally!

When defining your health scores, click the Define a health equation for a segment link to define specific health conditions and weights for a specific segment.

Be sure to use Vitally's Playbooks feature to auto-add accounts to segments!

Viewing & analyzing health scores across customers

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Vitally provides columns for each health score you create + a column for the overall health of the account. If you hover over the overall health of an account, Vitally will also show all health scores for that account 🎉

Naturally, you can also filter your accounts down to those within a range and/or with a specific health 'grade' (e.g. 'Healthy').

We'll also provide a breakdown in the default filters showing the distribution of Healthy, Concerning, and Poor accounts displayed.

Digging into the health of a specific customer

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When on a specific account's dashboard, you'll be able to dig even deeper into that account's health. The heatmap on the right will show the customer's health each day - the darker the color, the more active the account was on that day.

You can also expand the breakdown of a specific health score here to see which conditions the account satisfies. If a column is colored (i.e. not grey), that means the account meets that condition.

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Our HQ dashboard provides a section for overall health of account segments over time. Make sure you click on the Health section to expand the graph 😉

The graph displays the health of displayed accounts on each day/week/month. Like all our HQ graphs, you can toggle between line graphs, bar graphs, or a table of raw data.

And of course, if you add filters in the bottom left (e.g. you display only the accounts you are CSM of by selecting "My Accounts"), we'll auto-filter the data to only show the health of accounts matching your filters!


That's it for this release! Have feedback or ideas on how else we can tackle customer health? Hit us up on Twitter!

Tags

Customer SuccessStrategy