What’s a Customer Health Score?

A Customer Health Score is a quantitative score that is calculated via our Customer Success Platform, Vitally, based on established dimensions and targets.

These dimensions, and their targets, are based on historical performance and trends and are intended to serve as leading indicators as to where there is both risk and opportunity; they are inherently imperfect. Our ultimate measures of success remain: GRR and Expansion ACV.

Customer Health Score Calculations

We have 6 different health score calculations depending on the customer lifecycle phase, customer segmentation, and other dimensions about the customer setup that necessitate a particular health score calculations.

Default Health Score

<aside> 💡 Note: this applies by default to all Enterprise Team customers and is ignored only if an account has any other conditions listed below

</aside>

Health Score Dimension Weight Health Score Measure Description Poor Thresholds Concerning Thresholds Healthy Thresholds
Account Pulse 30%
Account - TA Sentiment Subjective dropdown option for the account team to provide an overall assessment of the account health Poor 🔴 Concerning 🟡 Healthy 🟢
Technical Health 15%
Versions Behind How many versions behind is the customers’ instance from recent? > 4 2 - 4 ≤ 2
Last 90 Days Defect Tickets In the past 90 days how many problems has the customer had? ≥ 5 2 - 5 < 2
Last 90 Days Question Tickets In the past 90 days how many questions has the customer raised? This can be a good thing, a sign of engagement. ≥ 15 10 - 15 < 10
Relationships & Engagement 0%
Active Champion? Boolean field for account team to assess if we have an active champion false true
Access to Buyer? Boolean field for account team to assess if we have an access to the budget owner false true
Utilization 55%
Last month MAU / Seats One month lagging indicator of seats consumed. Whole number percentage. < 50 50 - 80 ≥ 80
Last 4 Wk DAU / MAU 4 week rolling period of DAU / MAU; signals frequency of use. In decimals. < .2 .2 - .3 ≥ .3

Airgapped instances

<aside> 💡 Note: this applies to customers with the Airgapped segment set. These customers are either offline or do not share telemetry data with us so a majority of standard datapoints are null and must be ignored.

</aside>

Health Score Dimension Weight Health Score Measure Description Poor Thresholds Concerning Thresholds Healthy Thresholds
Account Pulse 50%
Account - TA Sentiment Subjective dropdown option for the account team to provide an overall assessment of the account health Poor 🔴 Concerning 🟡 Healthy 🟢
Technical Health 0%
Versions Behind How many versions behind is the customers’ instance from recent?
Last 90 Days Defect Tickets In the past 90 days how many problems has the customer had?
Last 90 Days Question Tickets In the past 90 days how many questions has the customer raised? This can be a good thing, a sign of engagement.
Relationships & Engagement 50%
Active Champion? Boolean field for account team to assess if we have an active champion false true
Access to Buyer? Boolean field for account team to assess if we have an access to the budget owner false true
Utilization 0%
Last month MAU / Seats One month lagging indicator of seats consumed. Whole number percentage.
Last 4 Wk DAU / MAU 4 week rolling period of DAU / MAU; signals frequency of use. In decimals.

Onboarding lifecycle stage

<aside> 💡 Note: this applies to customers with the Onboarding segment set.

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Health Score Dimension Weight Health Score Measure Description Poor Thresholds Concerning Thresholds Healthy Thresholds
Account Pulse 50%
Account - TA Sentiment Subjective dropdown option for the account team to provide an overall assessment of the account health Poor 🔴 Concerning 🟡 Healthy 🟢
Technical Health 20%
Versions Behind How many versions behind is the customers’ instance from recent?
Last 90 Days Defect Tickets In the past 90 days how many problems has the customer had? ≥ 2 0 - 2 < 3
Last 90 Days Question Tickets In the past 90 days how many questions has the customer raised? This can be a good thing, a sign of engagement. ≥ 10 5 - 10 < 5
Relationships & Engagement 0%
Active Champion? Boolean field for account team to assess if we have an active champion
Access to Buyer? Boolean field for account team to assess if we have an access to the budget owner
Utilization 30%
Last month MAU / Seats One month lagging indicator of seats consumed. Whole number percentage. < 50 N / A ≥ 50
Last 4 Wk DAU / MAU 4 week rolling period of DAU / MAU; signals frequency of use. In decimals.

Digital Customer

<aside> 💡 Note: this applies to customers with the Digital Team segment set.

</aside>

Health Score Dimension Weight Health Score Measure Description Poor Thresholds Concerning Thresholds Healthy Thresholds
Account Pulse 0%
Account - TA Sentiment Subjective dropdown option for the account team to provide an overall assessment of the account health
Technical Health 20%
Versions Behind How many versions behind is the customers’ instance from recent? > 2 0 - 2 ≤ 0
Last 90 Days Defect Tickets In the past 90 days how many problems has the customer had? ≥ 3 0 - 3 < 3
Last 90 Days Question Tickets In the past 90 days how many questions has the customer raised? This can be a good thing, a sign of engagement. ≥ 5 0 - 5 < 0
Relationships & Engagement 0%
Active Champion? Boolean field for account team to assess if we have an active champion
Access to Buyer? Boolean field for account team to assess if we have an access to the budget owner
Utilization 80%
Last month MAU / Seats One month lagging indicator of seats consumed. Whole number percentage. < 50 50 - 80 ≥ 80
Last 4 Wk DAU / MAU 4 week rolling period of DAU / MAU; signals frequency of use. In decimals. < . 2 .2 - .3 ≥ .3

ELAs