Health scores are a key indicator for measuring customer retention. They show which customers are likely to stay with your product, and which ones are at risk of churning. Using them gives you the opportunity to proactively identify unhappy customers before they start thinking about abandoning your company, and take action to address any issues they might have.
When implementing a customer health score it’s important to define what your metrics are going to be, as well as how they will be used. It’s not a one size fits all solution to determine what constitutes a healthy customer, but you can use a variety of different indicators to build your ideal health score formula. This could include tracking things like feature adoption, usage, and customer feedback.
For example, if your business uses Upscope next generation screen sharing to help customers solve problems in-product, you might choose to include a component that tracks how many features are used by a customer as opposed to the number of support tickets they submit. This will help you prioritize the customer experience based on the importance of individual features to your company.
Tracking these metrics over time will allow you to see trends and patterns that indicate a successful CX strategy, as well as highlight areas that require improvement. For example, if you find that customers with a high health score are consistently using more features than those with a lower score, you can prioritize customer success initiatives for these customers to ensure they continue to be happy with your product and remain loyal advocates. health scores
