Health scores

Vitally's health scores strike the perfect balance between simplicity & power πŸ’ͺ

Health Scores Overview

Account Health is an Account or Organization level feature that allows you to have multiple health scores - e.g. one for "Product usage" and another for "NPS". You can define healthy, concerning, and poor conditions for each score, and we'll 'grade' your accounts on a scale of 0-10 for each score.

An account's overall health is then calculated as a weighted average of each health score. Additionally, you can define different weights, equations, and health conditions for different account segments, which is helpful to score accounts differently based on their stage in the customer lifecycle and/or their access to your product.

Health scores are calculated on an hourly basis

How to Create Health Scores

How ToHow to Visual

How to Create a Health Score

  1. Navigate to your Settings (βš™οΈ) by selecting your Account Logo on the top left

  2. Under Data Management select Organization or Account Health (or get there via Quick Jump CMD+J)

  3. Select a Property. You will see a popup with all data that can be weighed in your health score

  4. Finally, define healthy, concerning, and poor conditions for the selected column (all are optional) for each category

  5. You can set the equal to be great than (>), less than (<) great than or equal to (>=), or less than or equal to (<=)

  6. Nulls (click to include)

    • If you have NULLS excluded from your health score - the health score will simply ignore that metric

Repeat the above process to create multiple health scores πŸŽ‰. Continue below to see how to build out the Health Scores for Segments.

If a trait isn’t supported, you will see an error. For example, multi-select is not a supported trait!

Health Score for Segments

You may find yourself wanting to define different conditions or weights for different Segments of customers. For example, say you want to weigh one score heavier for a customer's first 2 months and less afterwards. Or maybe some customers have access to certain product features depending on the plan they're subscribed to, and you'd like to score those customers based on their usage of those features.

How ToHow to Visual

Setting up Health Scores for Segments

  1. Click the Define a health equation for a segment link to define specific health conditions and weights for a specific segment

  2. Select the Segment from the pop up

  3. Define each health condition for each category

If an account is associated to multiple segments that have health equations, we'll apply the equation for the segment the customer most recently joined.

How to Use Weights in Health Scores

When building your health scores, you'll see a column for "Weight". Clicking on the value for that column allows you to set weights for all your health scores. An account's overall health score is simply a weighted average of every score for that account!

How ToHow to Visual

How to use weights in Health Scores

  1. Once you've defined what your Health Score will be made up of, now click on any of the percentages under the "weight" column

  2. Drag left to right to determine what each Health Score should be weighed

  3. Make sure that the weights add up to 100%

Let's use an example to make more sense out of this. Say you have 3 health scores. Score #1 and #2 have weights of 40%, while score #3 has a weight of 20%. An account with a score of 10 for scores #1 and #2 and a score of 5 for score #3 will have an overall health score of (10 * 0.4) + (10 * 0.4) + (5 * 0.2) = 4 + 4 + 1 = 9.0

How Health Scores are Calculated

Health scores are calculated on a scale of 0-10. Points are awarded along that scale based on whether the customer satisfies the Poor (0 points), Concerning (5 points), or Healthy (10 points) condition.

Vitally only scores the inputs that have known values, meaning if a section is completely blank, the weight it would carry is instead distributed over the other sections that do have known values.

For example, say you have an 'Integrations' health score calculated for 3 possible integrations. Having the integration enabled is considered 'healthy', while disabled is 'poor'. A customer with 2 integrations enabled and 1 disabled would have an 'Integrations' health score of (10 + 10 + 0) / 3 = ~6.67. We'll then label that health score as Poor, Concerning, or Healthy using equal ranges between 0-10: 0 to 3.3 = Poor, 3.4 to 6.6 = Concerning, 6.7 to 10 = Healthy.

Viewing & Analyzing Health Scores

Vitally provides columns for each health score you create + a column for the overall health of the account. If you hover over the overall health of an account, Vitally will also show all health scores for that account πŸŽ‰.

We'll also provide a breakdown in the default filters showing the distribution of Healthy, Concerning, and Poor accounts displayed.

Viewing an Account's Health in a 360

When on a specific account's dashboard, you'll be able to dig even deeper into that account's health. By default, you'll see a breakdown of your health scores, and a heatmap on the bottom-right that shows a customer's health each day - the darker the color, the more active the account was on that day.

You can also expand the breakdown of a specific health score here to see which conditions the account satisfies. If a column is colored (i.e. not grey), that means the account meets that condition.

Health Scores in Customer Reporting

Our Reporting Trends allow you to create a widget in your Dashboards for the overall health of Orgs/Account Segments over time. If you add filters to the widget, we'll auto-filter the data to only show the health of Orgs or Accounts matching your filters!

The graph displays the health of displayed accounts on each day/week/month. Additionally you can toggle between line graphs, bar graphs, or a table of raw data. Make sure you hover over the Health section to expand the graph.

Creating a Table View to Analyze Health Scores

How ToHow To Visual

How to see all columns for Health Scores

  1. Go to your Accounts, Users, or Organization dashboard

  2. Select the column picker on the top right

  3. Under Vitally Data scroll down to Health

  4. Select the columns you want to add to your table view

FAQ

Q: What's the hard limit on the number of Data lines (columns) on a Health Score? A: We limit you to 10 categories/rows and 20 components/rows total. If you need to increase the limit of health scores please reach out to support@vitally.io.

Q: When an account churns, does their Health Score 'freeze' at whatever it is on the churn date, similar to MRR? A: Health Score will freeze when an Account churns

Q: How do you calculate health scores if a category is N/A? A: Let's say for example, you have a sentiment category in your health score weighted at 10%. Within that category, you have a CSM pulse trait. If the CSM pulse trait hasn't been filled out and is N/A, then we take the 10% weight of that category and evenly distribute it across the other category weights to add up to 100%.

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