What are Health Scores?
Health scores are automated assessments (0-100) of how healthy your customer relationships are. Quivly calculates a score for each customer by analyzing data across five categories: Revenue, Product Usage, Engagement, Support, and Market Signals.Score Categories
Each category measures a different dimension of customer health:| Category | What It Measures |
|---|---|
| Revenue | MRR, outstanding balances, renewal timing |
| Product Usage | Product activity metrics from your data warehouse |
| Engagement | Call frequency and recency |
| Support | Ticket volume, resolution time, response time |
| Market Signals | External signals like funding, hiring, layoffs |
Risk Levels
Scores are mapped to risk levels using configurable score buckets. The defaults are:| Risk Level | Default Range | Color |
|---|---|---|
| Healthy | 75-100 | Green |
| Medium | 50-74 | Amber |
| High Risk | 25-49 | Orange |
| Critical | 0-24 | Red |
How Scores are Calculated
- Metric scores - Each enabled metric is scored 0-100 based on its value relative to configured thresholds
- Category scores - Metrics within a category are averaged to produce a category score
- Overall score - Category scores are combined using their configured weights (must total 100%)
| Category | Score | Weight | Contribution |
|---|---|---|---|
| Revenue | 85 | 30% | 25.5 |
| Product Usage | 60 | 25% | 15.0 |
| Engagement | 70 | 20% | 14.0 |
| Support | 40 | 15% | 6.0 |
| Market Signals | 80 | 10% | 8.0 |
| Total | 100% | 68.5 |
Where Health Scores Appear
- Customer list - Health score and risk level columns with trend indicators
- Customer detail page - Health Score tab with history chart and category breakdown
- Overview tab - Health score summary widget on every customer’s overview