Account health score is an aggregated number from 0 - 100. Below provides the definition and mechanism of how Freshdesk Customer Success scores each metric that compose the overall account health score.
It includes a list of general account metrics that are currently available in Freshdesk Customer Success, 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:
It includes a list of account dimensions that are currently available in Freshdesk Customer Success , including custom account dimensions. Specify which custom dimensions should be included in the calculation of your health score.
Select the activity metrics that best reflect the activity level for healthy and unhealthy accounts.
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.
Feature & Module Usage
Select the feature and/or module metrics that best reflect how your customers should use your product.
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.
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.
It includes a metric that measures the number of days an invoice has been open for an account.
It includes a metric that measures the number of days since you had the last touchpoint with an account.
Average Child Health Score
This metric will only become visible once the Freshdesk Customer Success Hierarchy feature is enabled for your account.
When turned on, this metric will average the health scores of all immediate non-churn child accounts to include into parent's health score. Note that if an account has no active 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.