Vitally's health scores strike the perfect balance between simplicity & power 💪
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 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.
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, 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.