If you’re working in the customer service department of your company, you might have come across the term “customer health score.” If you think it is a score that gauges the health of your customer, you’re on the right track.
A customer health score takes multiple dimensions of customer data metrics and puts the customer into one of three categories, green, yellow, or red, or however you bucketize the scores. In this example, we use the color categories. This determination is made by taking all the company’s information about a customer to determine how engaged any given customer is with your product.
Assessing how engaged your customer is with the product allows the customer service team to prioritize how much they need to communicate with any customer. They also use the customer success score to forecast future customer success. Luckily, the scorecard model is very easy to
understand.
Green
Customers who have a green score are the ones that are most engaged with your product. They are constantly logging into their accounts and using your services and are generally getting value from your product. Customers who are green give customer success leaders an outline of what they should continue to do in the future to maintain their effective level of service and overall customer satisfaction.
Yellow
Customers in the yellow category are somewhat engaged with your product or services and seem to be getting some value. While they aren’t as engaged as they once were, they’re still using your product which shows that they’re still interested in the services you provide. Customers who fall into this category should be reached out to assess better what your team can do to improve their experience.
Red
Once a customer falls into a red score, this is usually a sign that something isn’t right and should prompt immediate attention. In many cases, red customers are not getting value from your product and show poor engagement with their account. To address this, a representative should reach out to them as quickly as possible to see what can be done to maintain the customer relationship and have them continue using your services.
Summary
Having gone over the three different customer health scores, it has become apparent that knowing the level of engagement your customer has with your product is critically important. By knowing this information, you can better assess what actions need to be taken to retain your
customers.
In addition to customer retention, good customer health scores can give you insight into what your department is doing right and help you remain focused on replicating those results.
While a customer health score isn’t complicated, it is very effective in helping a company determine what processes need to take place to ensure customer engagement and satisfaction.
Having an easy-to-break-down categorization of your customer’s levels of engagement with your product can only help future operation, which is why the customer health score is such an important indicator.
Citrine Research and Consulting can help gather customer feedback and determine your customer health score. Email us at sonja@citrineresearchandconsulting.com or call us at 602-789-4875. Check out our website for more information.