GGR Blog - Avoidable Mistakes in Customer Health Scoring

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Heather Wendt
Heather Wendt HLAdmin, Member Posts: 307 Gain Grow Retain Staff
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edited November 2022 in GGR Cafe


This week, Josh Levin comes to us to talk customer health scores. Getting these scores right is a critical component to using them to track the current health of your customers, giving you a visual indicator of who might be in danger of churning.

In this blog, Josh takes a look at some of the common mistakes made that can impact the accuracy of your scores and how to adjust.
  • Having more than 25% of your score based on manually driven measures
  • Equating login rates to usage
  • Alerts are not all part of a health measure
  • Over measuring
  • Separate scorecards for onboarding and maturity
  • It isn't a 'one and done' process
While none of these mistakes are deal breakers, they could be contributing to having those customers whose health scores are strong but still churn. Strong data to build your health scores can minimize those surprises and help you better predict your customers!

Read blog here
  1. Any additional areas you see that could be impacting the value of your health scores?
  2. How do you know that your health scores are good indicators?
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Comments

  • Ed Powers
    Ed Powers Member Posts: 180 Expert
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    I think Josh Levin offers some helpful tips. I would add that no matter how you're doing your customer health scoring, you can quantify its level of predictive accuracy. Once you have a baseline, any improvements you make can then be compared to the baseline. All you need are four numbers, and the spreadsheet attached makes it easy. 
  • Heather Wendt
    Heather Wendt HLAdmin, Member Posts: 307 Gain Grow Retain Staff
    GGR Staff 5 Likes First Anniversary 5 Insightfuls
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    @Ed Powers great addition! Those baselines are critical in seeing if campaigns and initiatives are effective. Thanks for sharing the spreadsheet!

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