Other integrations
Account health scores & metrics
Health scores
Vitally's health scores strike the perfect balance between simplicity & power πŸ’ͺ


In Vitally, accounts can have multiple health scores - e.g. one for "Product usage" and another for "NPS". You'll 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 only available for Organizations and Accounts, not Users.

Creating a health score

To get started with health, navigate to the Account Health section of your account settings (or get there via Quick Jump).
Creating a health score requires just 3 steps:
  1. 1.
    Create & name your score via the blue + button in the top left of the health builder.
  2. 2.
    Then, select an account column to define health conditions on.
  3. 3.
    Finally, define healthy, concerning, and poor conditions for the selected column (all are optional).
Repeat the above process to create multiple health scores πŸŽ‰

How a health score is 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.
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
Health scores are calculated on an hourly basis

How overall health is calculated

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!
For example, 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
Note that the weights in a Weight column must add up to 100%

Using segments to create different health equations

You may find yourself wanting to define different conditions or weights for different segment 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. Not a problem in Vitally!
When defining your health scores, click the Define a health equation for a segment link to define specific health conditions and weights for a specific segment.
Note that 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.
Be sure to use Vitally's Playbooks feature to auto-add accounts to segments!

Viewing & analyzing health scores across accounts

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‰
Naturally, you can also filter your accounts down to those within a range and/or with a specific health 'grade' (e.g. 'Healthy').
We'll also provide a breakdown in the default filters showing the distribution of Healthy, Concerning, and Poor accounts displayed.

Digging into an account's health

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.
Don't want your health score to be the first thing you see in an account profile? You can customize the information displayed on your account profiles by using Vitally's Cards & Decks.

Analyzing health score trends across segments

​Our Customer Reporting Dashboards provide a section for overall health of account segments over time. Make sure you click on the Health section to expand the graph πŸ˜‰
The graph displays the health of displayed accounts on each day/week/month. With all our HQ graphs, you can toggle between line graphs, bar graphs, or a table of raw data.
And of course, if you add filters on the right, we'll auto-filter the data to only show the health of accounts matching your filters!