Customer Health Score templates.xlsx

	A	B	C	D	E	F	G
1	Customer Health Score Card					From Amber Monroe
2					TOTAL WEIGHTED VALUE		Details as to where this data should be pulled from
3	Engagement				15%
4		Green	Yellow	Red
5	# days since last engaged for Existing Customers	0-45 Days	46-60 days	61+ days	100%		CRM (HubSpot) Activities Logged (Call, Meeting, Emails, Notes)
6	# days since last engaged for New Customers	0-14 days	15-30 days	31+ days	100%		Support (Zendesk) Activities Logged
7	Relationship				15%
8		Green	Yellow	Red
9	Willing to serve as a reference	Yes	N/A	N/A	25%		HubSpot Reference Report - New Field in HS for Reference Y/N
10	Identified a Key Stakeholder	Yes	N/A	N/A	15%		Add a HS Property to include a Key Stakeholder option under a Contact
11	Identified a Product Champion	Yes	N/A	No	15%		Add a HS Property to include a Product Champion option under a Contact
12	Quarterly Business Review Completed	0-120 days	121-180 days	181+ days	20%		HubSpot Activities Logged (Meeting "QBR or Quarterly Business Review)
13	Referred a New Customer	Yes	N/A	N/A	25%
14	Sentiment/Feedback				15%
15		Green	Yellow	Red
16	NPS/CSAT Score (Quarterly)	9-10/Happy	7-8/Neutral	0-6/Unhappy	55%		HubSpot Feedback Survey Results
17	Support Feedback Survey (Transactional)	9-10/Happy	7-8/Neutral	0-6/Unhappy	15%		Delighted - Feedback Survey Results
18	CSM/OPM/RCM Assessment	Green	Yellow	Red	30%		Manual field for CSM, OPM or Assigned RCM Rep to complete - Need to add a HS field
19	Product Engagement				15%
20		Green	Yellow	Red
21	Login Activity - Total # registered users logged in within 7 days	85-100%	60-84%	0-59%	35%
22	Adotion Rate by Account (# new users*100 / total # users)	85-100%	60-84%	0-59%	35%
23	Decrease in Claims Volumes from previous month	5-15%	16-35%	36%+	30%
24	Technical Support				15%
25		Green	Yellow	Red
26	# support tickets raised per user	0-5	6-9	10+	30%
27	Average support ticket resolution time	0-1 days	2-3 days	3+ days	30%
28	# bugs reported	0-1	2-5	6+	20%
29	# enhancement requests reported per account	6+	3-6	0-2	20%
30	Time to Value (TTV)				15%
31		Green	Yellow	Red
32	Overall Post-Onboarding Survey (Transition to Support/Success)	9-10/Happy	7-8/Neutral	0-6/Unhappy	60%		Google Sheet that internal team maintains
33	# days in Onboarding	0-90 days	91-150 days	151+ days	40%		Google Sheet that maintains
34	Accounting				10%
35		Green	Yellow	Red
36	Outstanding Invoice	No	N/A	Yes	50%		ePay System
37	Paid most recent Invoice	Yes	N/A	No	25%		ePay System
38	Invoice sent correctly the 1st time by the Accounting Team	Yes	N/A	No	25%		ePay System invoice does not have any changes
39	TOTAL WEIGHTED SCORES				100%
40
41
42
43						Customer
44	Product Engagement (a version of CSAT)				50%		last 7 days
45	-> % of users that are "active", active has to be defined by the customer (repeate behavior)	(time frame)				1000 users	number of people who created a group using tool (repeated)
46	# of users who are not active at all	fixed numercial (need some kind of threshold)					some nubmer of people who did nothing
47	Support Engagement (CSAT)				50%
48	-> % of issues resolved	(time frame)
49	# of issues that are labeled "critical"	have some kind of threshold
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100