All plays

Metrics

Health score metrics bank

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.  

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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

  • Red, Yellow, Green

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