We have just rolled out a new Customer Health score right before I joined the business. There has been lots of back and forth around whether CSM sentiment should be included or not?
Right now it has around a 10% weighting and is dependant on the CSMs last interaction which they rate Red, Amber or Green.
I want to update this and put more of a matrix in place that is more granular so we can really understand why the sentiment is that way and an aggregation of all key stakeholders within our customers.
Keen to know what others are doing in regards to this?