Example of a Customer Health Score built in Gainsight

Kristi Faltorusso · May 2020

@Shawn Swofford @Anna Alley @Shari Srebnick I've been asked to share my Health Score framework which I built out in Gainsight so please see attached. I am happy to talk through which of these is manually populated and which are automatically populated using data from different areas. For example Sales Sentiment is driven from a survey that is sent 30 days after a new business deal is closed won and the value of that score only lasts till day 120; impacting the overall score for 60 days. We also have 4 versions of this Score for all of our different segments. I hope this helps and at the very least starts a dialogue.

Shari Srebnick · May 2020

This is definitely helpful, Kristi! Thanks for sharing. This is something I am currently working on so this visual is helpful. If I have any questions, I'll let you know. Thank you!

Kevin Mitchell Leonor · May 2020

Curious, is there a point in time where onboarding sentiment has a diminishing effect on customer health after a certain amount of time since onboarding completed and does your score reweight at that date?

Kristi Faltorusso · May 2020

Hi @Kevin Mitchell Leonor - Yes. We only keep certain scores active for a period of time. Sales expires at the 90 day mark and Onboarding at the 6 month mark. Many of our contracts are 3 years long so we felt this timeline was appropriate for us. That may be different at other companies with different timelines.

Areya Dargahi · May 2020

@Kristi Faltorusso Do these scores have scales to them at all? In other words, Engagement is 10% of the score. Would that be either 0% or 10%, or is there a scale within where maybe it hits 5%?