Overview
Health scores provide a composite view of customer health, but the category breakdown is where actionable insight lives. This page covers how to read scores effectively.Reading the Score
The overall score (0-100) maps to a risk level based on your configured score buckets. By default:| Risk Level | Range | Suggested Action |
|---|---|---|
| Healthy | 75-100 | Maintain cadence, explore expansion |
| Medium | 50-74 | Monitor trends, standard touchpoints |
| High Risk | 25-49 | Increase engagement, address specific issues |
| Critical | 0-24 | Urgent intervention needed |
Using the Category Breakdown
The overall score is a starting point. Click into the Health Score tab on any customer to see the category breakdown and identify which area is driving the score up or down. What to look for:- Lowest category score - This is where to focus intervention
- Score vs weight mismatch - A low score in a heavily weighted category has outsized impact
- Category with the most change - Use the trend indicator to spot which areas are shifting
Understanding Trends
On the Health Score tab, the history chart shows score changes over time:- Gradual decline over weeks suggests a real trend that needs attention
- Sudden drop may indicate a specific event (e.g., spike in support tickets, missed renewal)
- Score change at a version marker indicates a configuration change, not a change in customer behavior
When Scores Don’t Match Expectations
If a score doesn’t align with your knowledge of the customer:- Check for missing data - A disconnected integration or missing usage data can skew scores
- Review individual metrics - Use the Test tab or the score breakdown to see which metrics are contributing unexpected values
- Consider timing - New customers in onboarding may have low scores that improve as they ramp up