Support health score

Parul Bhandari

Hello all!  

I lead success, support and services - all important post imp pillars of our business.  I have noticed our health scores are not fullly capturing "support health" of our clients.  For example, a customer has high usage, engagement, etc.  but 50% of the engagement is on support tickets.  

Anyone have any thoughts on a support health score?  I am thinking of a multi-variable score like the success score, which can feed into my success health score.  But also, be compared as a metric on its own.  

I have some ideas, but wonder if anyone has done this yet?  And if using ChurnZero/SF even better.