Sales

Account health score

Every day the system calculates a health score from 0 to 100 for each company of type Customer and writes it to the Health score and Health fields, with green, yellow and red bands. The calculation looks at engagement, satisfaction, renewal, support, finance and relationship, and administrators can tune the weights on the ruler.

Asking which customers are at risk usually produces opinions, not numbers. The health score gives you a comparable number, calculated the same way every time, from data that is already in the CRM. It does not replace the team's judgment: it puts the queue of who deserves attention first in order.

Where it shows up

In the Health score field, a number from 0 to 100, and the Health field, the green, yellow or red band, on the company record. Since they are ordinary fields, you can use them in list columns, filters, views, reports and dashboards. The Customer success screen shows the whole portfolio sorted by health, with indicators for accounts at risk, in onboarding and in low adoption.

What goes into the calculation

The calculation starts at 100 and deducts by dimension. Only companies whose Company type is Customer are included.

Engagement: how long it has been since the last activity logged on the account. With no activity at all, the penalty is steep; very stale activity is penalized more than aging activity.
Satisfaction: the company's NPS field (0 to 10). From 0 to 6 is a detractor and takes a big deduction, 7 to 8 is passive and takes a small one, 9 to 10 leaves the score alone. A blank NPS also takes a small deduction, because not knowing is itself a risk.
Renewal: the Renewal status field. At risk or Do not renew pull the score down hard; In negotiation deducts less.
Support: open tickets on the account, weighted more heavily for critical or high priority, with a cap on the deduction.
Finance: overdue invoices on the account, with a cap on the deduction.
Relationship: decision maker coverage on the buying committee across the account's open opportunities. An account with an open deal and no decision maker mapped loses points for depending on a single person.

A dimension only counts when the data exists. An organization with no tickets, no invoices or no buying committee filled in is not penalized for that: the dimension stays neutral. The breakdown by dimension is stored on the account, and it is what explains the score.

Tuning the ruler

Open the Customer success screen. The Health & lifecycle ruler block appears for administrators.
Adjust the groups: Activity (engagement), NPS (satisfaction), Renewal, Score bands and Adoption / lifecycle.
Under Score bands, set the Minimum green score and the Minimum yellow score. Green has to be greater than or equal to yellow.
Save. The changes take effect on the next daily recalculation and immediately in the portfolio view.
If you want to go back, use Restore defaults.

Example: The account Acme Logistics is a Customer, its last activity was 50 days ago, it has an NPS of 6, a Renewal status of In negotiation, two open tickets one of them critical, no overdue invoices and one open opportunity with no decision maker mapped on the committee. It loses points for stale activity, for a detractor NPS, for a renewal in negotiation, for the critical ticket and for the missing decision maker, and it drops into the red band. The finance dimension carries no weight, because there is no overdue invoice.

Limits and permissions

The recalculation is daily and overwrites the Health score and Health fields. Editing those fields by hand gets you nowhere: the next cycle replaces the value.
Only companies whose Company type is Customer get a score. Prospects and partners are left blank in both fields.
Editing the ruler is an administrator action. With nothing saved, the system defaults apply.
The score is never sent to the customer and never appears in portals. It is an internal read.
A low score does not automatically create a task or an email. It feeds the portfolio, the filters and the risk alerts.

Common questions

Why does the account have no score? Either it is not of type Customer, or the daily recalculation has not run since it was created.
The score dropped and nobody understands why. Check the six dimensions on the account: it is almost always an activity that went stale or a critical ticket that was opened.
We turned on the buying committee and every score fell. That is expected: the relationship dimension only starts measuring once a committee exists. Map the decision maker on the open opportunities and the score comes back.
Can I change the band thresholds? Yes, in the Minimum green score and Minimum yellow score fields on the ruler.
Can I see the score over time? The Customer success screen keeps a periodic snapshot of portfolio health.

💡 Before you touch the weights, check the quality of your data. A ruler tuned over an empty NPS field and unlogged activity only papers over the problem.

Open this article inside the system →