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. Health scores provide a structured way to evaluate customer performance, identify at-risk accounts, and enhance engagement strategies. With proper configuration, these scores can drive actionable insights into customer behavior and needs.

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.

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 afterward. 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.

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!

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

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. For example, churn forecasts can be integrated into these categories: accounts with churn forecasts of 1%, 5%, or 9% can correspond to Poor Health, while 3% churn forecasts indicate Concerning Health. Healthy accounts typically perform above these thresholds, reflecting positive outcomes and low risk.

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

A health score always reflects the current value of each property it scores. If a trait feeding a category is cleared, that component is treated as having no known value, and its weight is redistributed across the remaining components.

The most common reason a trait stops staying set is a Playbook's undo strategy. When a Playbook's Update a trait action is configured to Delete the trait's value (i.e. set it to null), the trait is cleared as soon as the object stops matching that Playbook's trigger rules and exits. Accounts that repeatedly match and unmatch a Playbook can appear to lose their trait values, which in turn changes their health score.

To keep values in place after an object exits, set that action's undo strategy to Nothing - maintain its current value. See Configuring your Undo Strategy.

To restore values that have already been cleared, you have two options:

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 🎉.

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

When on a specific Account's (Or Organization) 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 heat map 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. If a description has been added to a health score category, an info icon appears in the breakdown popover — hover over it to see the description.

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.

Q: What if I don’t have exact churn metrics? A: Use relative benchmarks or historical data to define thresholds for health categories. Q: Can health scores apply to multiple pillars? A: Yes. Health scores can be configured to align with overlapping priorities or multiple segments as needed.

Q: What's the hard limit on the number of health scores and properties I can have?

A: You can create up to 10 health scores, with 50 properties total across all of them combined. There is no limit on how many properties a single health score can use, so one score can draw on as many of those 50 as you need. To have these limits raised, contact 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 proportionately distribute it across the other category weights to add up to 100%.

Q: When I add a trait for the Health Score, I get a Not a supported trait message, why is this?

A: This is due to the trait type (e.g. multi-select) being selected. Multi-select and Text Area traits are not supported trait types within Health Scores.

Q: Can I change the order health categories appear in on an Account's 360 breakdown?

A: No. Category rows are always sorted alphabetically by name and this isn't currently configurable.