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.

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.

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

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.

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'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 in total. If you need to increase the limit of health scores, please 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.