It’s not always apparent if you’re missing important health score metrics in your model.
Use this health score metrics bank to access a list of all metrics you can include in your score.
Adoption
- Product usage/consumption
- DAU/WAU/MAU (active usage by day, week, month)
- Number of license License purchased/license utilized
- # of features used
- Onboarding completion score
- Time To Value (TTL)
- Integrations connected
Relationship
- Last contact
- # of key stakeholder contacts
- Relationship score of stakeholders
- Engagement over a period of time
- User-generated content
- Community engagement
- Participation in user research (i.e., beta program)
Commercials
- Number of renewals
- Number of upsells
- Account growth
- Invoice history
Customer experience
- Feature requests
- Support tickets
Feedback
- NPS (Net Promoter Score)
- CSAT (Customer Satisfaction Score)
- CES (Customer Effort Score)
- Product feedback
- Product review (i.e., G2, Capterra)
Customer success sentiment
