In this article:

  • Configuring health scores

    • Default health score

    • Segmented health scores

    • Health sections

    • Weighting sections

    • Defining health criteria

    • Real-time visualization of account distribution

    • Real-time visualization of weight distribution

    • Update account health score

    • Priority rank of health score configurations

  • Example health score

 

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 navigate to Settings > Management Center > Health Score > Configure next to a health score configuration.

 

Default health score

The default health score makes sure all accounts in Freshdesk Customer Success will have a valid health score calculated. You cannot deactivate or delete the default health score.

 

However, the default health score will only be relevant if there are a set of accounts not covered in the other health score configurations you define. In which case, the default health score takes care of those set of accounts and would calculate a health score for them.

 

So you have a few options with the default health score:

  1. Only use the default health score to calculate health for all of your accounts. Customize the health criteria to your own requirements.

  2. Ignore the default health score but make sure the other health score configurations would cover all the accounts you have in Freshdesk Customer Success (according to the account filters you set in each of them).

  3. Configure the default health score in a way so that accounts not covered in other health score configurations will have a useful health score calculated.  

 

Segmented health scores

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 "New configuration". 

 

 

 

  1. Provide the 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).

 

 

Health sections

Freshdesk Customer Success 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.

 

Freshdesk Customer Success 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

Upon selecting a specific health metric, you are usually required to define the health criteria with which Freshdesk Customer Success knows how to assign a health score for that particular metric.   


The criteria is based on your best knowledge of how your customers should use your product or your specific process and business goals. 


Below are the two default statements used to define the health criteria:


1. Health of 0 when at or below 


This indicates when an account should receive a 0 score for that metric. For any value smaller than the number specified here, the account will always receive a 0 score for the metric.


2. Health of 100 when at or above


This indicates when an account should receive a score of 100 for that metric. For any value larger than the number specified here, the account will always receive a score of 100 for the metric. 


For values that fall within the range defined, Freshdesk Customer Success will calculate the score proportionally to the range defined.


3. Invert good and poor


When checked, Freshdesk Customer Success will invert how health score should be calculated for the selected metric, and the above two statements will be changed to:


Health of 100 when at or below

Health of 0 when at or above

 

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.

 

Freshdesk Customer Success 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 "Analytics" 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 would 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.

 

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, the 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, Freshdesk Customer Success will use the configuration with the highest priority.

 

For example, an account may match the "Health score for customers" configuration and also the "Health score for integration accounts" configuration, as shown above. In this case, Freshdesk Customer Success will use "Health score for customers" 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 a 100 score. If it decreases by 40% or more, it'll get a 0 score.

 

2. Number of days since last interaction.

If an account doesn't have an interaction recorded in Freshdesk Customer Success 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 a 0 score. If an account has an open invoice that's less than or equal to 45 days old, it'll get a 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 a 0 score. If an account has less than or equal to 1 support ticket, it'll get a 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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