Understand and change the customer health score

Every customer carries a health score from 0 to 100, shown on the customer page as Customer health. It is not a rating we invented for you: you decide what goes into it and how much each part counts.

What the score is made of

Up to six signals, each scored on its own and then combined:

• Contact recency: how long since anyone was in touch.
• Contact trend: whether contact is speeding up or slowing down.
• Relationship depth: how many people you know at the account, and whether any of them is a champion or a decision maker.
• Commercial momentum: open deals, recent wins and losses, and the state of any subscription.
• Payment behaviour: whether they pay on time.
• Support pressure: unresolved support load and anything past its SLA.

A signal you do not collect is left out of the maths rather than counted as average. If you have no invoices in DealJourney, payment behaviour does not quietly drag every customer down. When too little of the score has real data behind it we show Not enough data to score this customer yet instead of a number, because a made-up score is worse than none.

Reading the reasons

Under the number is a short list of what moved it, such as "Single-threaded, only one contact". Anything counted in days is counted from today, in whole calendar days, the same way the timeline on the customer page counts them. A line saying you were in touch 12 days ago and a timeline entry 12 days old are the same event.

Everything that counts as contact appears in that timeline: activities, logged interactions such as notes and calls, and support tickets. A meeting booked for next month does not count until it happens.

Change what healthy means

Open Change how this is calculated from the question mark on the Customer health card, or go straight to Customer health settings. Nothing you change is saved until you press Save and rescore, and the whole page previews as you go.

1. 1Start from a template: pick the one closest to how you work, then change anything you disagree with.
2. 2How often should you be in touch?: the single most important setting. A firm that speaks to customers weekly and one that speaks to them yearly cannot share one definition of "recent". The page restates in plain words what your choice does before you save it.
3. 3Set the exact number of days: turn this on to type the five day counts yourself instead of having them worked out from the rhythm above. Each box is labelled with the score a customer gets at that many days since the last contact, so 100 points up to 8 days, 85 at 30, and so on down to 5. While it is on, the rhythm buttons no longer affect anything, so there is never a hidden setting overriding a visible one.
4. 4How late is late?: days of grace after the due date. With 3 days of grace, an invoice is only counted as late from day 4 onwards.
5. 5What matters most to you?: how much each signal is worth. This panel has two modes. Simple turns each signal up or down without asking for numbers. Exact percentages replaces it with six percentages you set yourself, which have to add up to 100. If they do not, the page says so and offers to Adjust to 100% for you. Either way a signal you do not collect is greyed out, says so, and is left out of the total, because a weight on a signal you have no data for changes nothing.

Check it against a customer you know

Try it on real customers sits beside the settings rather than below them, so a change and its effect are on screen together. Pin one or two real customers and watch their score move as you change anything, before a single thing is saved. Use accounts you already have an opinion about: if the model says 55 for a customer you would call excellent, the settings are still wrong no matter how sensible they look.

The first time you open the page we put one of your own at-risk customers there so the panel is not empty. Remove it and search for the accounts you actually want. Your choices are remembered, so you come back to the same ones each time you revisit these settings.

Underneath it, What this would do counts how many of your customers would end up with each rating under the settings as they currently stand, alongside the share of your book each rating represents. The Not enough data row is not a bad grade: those are customers we do not know enough about yet to score fairly.

When the score updates

Scores are recalculated every night. Pressing Save and rescore rescores every customer straight away rather than making you wait for that. Before it starts, we tell you how many customers will be recalculated and roughly how long it takes.

The recalculation runs in the background, so you can close the page and carry on working. Scores appear as it finishes, and you get a message when it is done. If it fails, nothing is lost: the nightly run picks it up anyway.

Under Advanced you can also set the band cut-points, the comparison windows, how much of the score must be backed by real data before we show a number, and turn scoring off entirely.