For information on where to configure Health Scores in upgraded Planhat (ws.planhat.com), please see our separate article here.
When creating a Company Health Score, it can be a bit overwhelming to know where to begin. So, here are a few examples to help guide you with getting started creating yours.
You can design a Health Score that indicates upsell opportunities or one that alerts you to Companies that are at risk of churn. You can also do both. However, to avoid confusion, most Companies use a Health Score as an indicator of churn risk.
You can also design a Health Score that lets the CSM know they need to take action, and you do this by including in it factors the CSM can affect or take action on. We will go into them in more detail below.
What do you want your Health Score to do for you?
Before designing a Company Health Score, you need to decide the purpose of your Health Score - do you want it to be a:
If you decide to design a Health Score that is reliable and predictable for future revenues/churn, then things like “industry” or “contract size” or “time they’ve been a customer” may turn out to be important factors to make it reliable and accurate. However, none of these factors are particularly actionable - it’s hard for your CSM team to affect them.
Here is a simple example of what types of factors you can use and how you can set them up in Planhat.
On the other hand, if you decide to design a Health Score that is actionable for your CSMs, you might see things like “low usage”, "low NPS" or “last contacted” to be important (and actionable) factors.
Read more about how to set up your Health Score factors here.
Here are some other factors you can consider including in your Health Score:
AI-power your Health Score
Conversation sentiment gives you a real-time signal of how your customers are feeling, based on the tone of their emails, chats, and call transcripts. In Planhat, this sentiment can be analyzed and aggregated at the Company, End User, and User level - producing a score from -100 to +100.
You can use this score as an input in your customer health model to identify early signs of risk when sentiment trends negative and reward strong relationships with consistently positive interactions.
Example:
Health Factor: Sentiment score
Condition: Linear
From: -100 to 100, Impact: -1 to +1
By combining sentiment data with other health signals (e.g. usage, engagement, support volume), you get a more complete, dynamic view of customer health - and can act faster when something changes.
Here is what we recommend
Start with something simple. Most Health Scores are mainly a function of product usage and your relationship with the customer.
Different scales showing churn prediction and up-sale opportunity. Do not include “upsell opportunity” in the same scale as your churn prediction in your Health Score - it will complicate things. If you want to assess the likelihood of upsales, then create another, separate, Health Score for upsell opportunities - do not try to show them both in the same scale.