Health Score Monitor

Design a health score monitor for my customer portfolio:

Business Context:
- Product type: [SaaS/Platform/Service]
- Contract model: [Annual/Monthly/Multi-year]
- Key value metric: [What shows customer success?]
- CSM:Account ratio: [1:X]

Available Data Points:
- Product: [List usage metrics available]
- Support: [List support metrics available]
- Financial: [List financial signals]
- Relationship: [List engagement data]

Current Challenges:
- [What's not working with current approach?]

Product Score (0-100):
+30: DAU/MAU > 70%
+20: DAU/MAU 50-70%
+10: DAU/MAU 30-50%
+0:  DAU/MAU < 30%

+25: Feature adoption > 60%
+15: Feature adoption 40-60%
+5:  Feature adoption < 40%

+20: Usage trending up
+10: Usage stable
-10: Usage trending down

+15: Key feature used weekly
+5:  Key feature used monthly
-10: Key feature abandoned

Max: 100 (or normalize)

Design health score for our B2B SaaS platform:

Business Context:
- Product: Project management software
- Contract: Annual, avg $50K
- Value metric: Projects completed, team adoption
- CSM ratio: 1:40

Available Data:
- Product: Logins, projects created, tasks completed, integrations used
- Support: Zendesk tickets, CSAT, NPS
- Financial: ARR, payment status, expansion pipeline
- Relationship: Meeting attendance, email engagement

Challenges:
- Too many "yellow" accounts, can't prioritize
- Alerts are noisy, CSMs ignoring them

## Health Score Framework: Project Management SaaS

### Design Principles

Given 1:40 ratio and "alert fatigue" issue:
1. **Prioritize leading indicators** - Catch issues early
2. **Reduce noise** - Tighter alert thresholds
3. **Enable triage** - Clear Red/Yellow/Green actions

---

### Scoring Model

#### Dimension Weights
| Dimension | Weight | Rationale |
|-----------|--------|-----------|
| Product | 40% | Usage = value realization |
| Support | 15% | Lower touch model |
| Financial | 25% | Contract health critical |
| Relationship | 20% | Moderate touch needed |

---

#### Product Score (40 points max)

| Metric | Criteria | Points |
|--------|----------|--------|
| **Weekly Active Users** | | |
| | >70% of seats | 12 |
| | 50-70% | 8 |
| | 30-50% | 4 |
| | <30% | 0 |
| **Projects Created (monthly)** | | |
| | >5 per user | 10 |
| | 2-5 per user | 6 |
| | <2 per user | 2 |
| **Tasks Completed** | | |
| | >80% completion rate | 8 |
| | 50-80% | 5 |
| | <50% | 0 |
| **Integrations** | | |
| | 2+ active | 6 |
| | 1 active | 3 |
| | None | 0 |
| **Usage Trend** | | |
| | Increasing | 4 |
| | Stable | 2 |
| | Declining | -4 |

---

#### Support Score (15 points max)

| Metric | Criteria | Points |
|--------|----------|--------|
| **CSAT** | | |
| | >4.5 | 6 |
| | 4.0-4.5 | 4 |
| | 3.5-4.0 | 2 |
| | <3.5 | 0 |
| **Ticket Volume** | | |
| | Below baseline | 5 |
| | At baseline | 3 |
| | 2x+ baseline | 0 |
| **Escalations** | | |
| | None (90 days) | 4 |
| | Resolved | 2 |
| | Open | -4 |

---

#### Financial Score (25 points max)

| Metric | Criteria | Points |
|--------|----------|--------|
| **Payment Status** | | |
| | Current | 10 |
| | 30 days late | 5 |
| | 60+ days | 0 |
| **Expansion** | | |
| | Closed this year | 8 |
| | In discussion | 5 |
| | No opportunity | 2 |
| **Contract Type** | | |
| | Multi-year | 7 |
| | Annual | 4 |
| | Month-to-month | 0 |

---

#### Relationship Score (20 points max)

| Metric | Criteria | Points |
|--------|----------|--------|
| **Champion Status** | | |
| | Active advocate | 8 |
| | Engaged | 5 |
| | Passive | 2 |
| | Gone/None | 0 |
| **NPS** | | |
| | 9-10 (Promoter) | 6 |
| | 7-8 (Passive) | 4 |
| | 0-6 (Detractor) | 0 |
| **Last Touch** | | |
| | <30 days | 6 |
| | 30-60 days | 4 |
| | 60-90 days | 2 |
| | >90 days | 0 |

---

### Health Bands

| Score | Status | Count Target | CSM Action |
|-------|--------|--------------|------------|
| 80-100 | 🟢 Healthy | 60% | Quarterly touch, expansion |
| 60-79 | 🟡 Monitor | 25% | Monthly touch, watch trends |
| 40-59 | 🟠 At Risk | 12% | Bi-weekly, intervention plan |
| 0-39 | 🔴 Critical | 3% | Weekly, executive escalation |

**Target Distribution** at 1:40 ratio:
- 24 Healthy (quarterly = 8 touches/month)
- 10 Monitor (monthly = 10 touches)
- 5 At Risk (bi-weekly = 10 touches)
- 1 Critical (weekly = 4 touches)
- **Total: 32 touch points/month** (manageable)

---

### Alert Rules (Noise Reduction)

**Only Alert When:**

| Alert | Condition | Frequency |
|-------|-----------|-----------|
| 🔴 Critical New | Score drops below 40 | Immediate |
| 🔴 Renewal Risk | Score <60 AND renewal <60 days | Immediate |
| 🟠 Score Drop | Drops >15 points in 7 days | Daily digest |
| 🟡 Watch | Usage down >30% WoW | Weekly digest |

**Suppress Alerts For:**
- Accounts <30 days old (onboarding)
- Accounts in active implementation
- Known seasonal low periods
- Manual "snooze" by CSM

---

### Dashboard Views

**Portfolio Summary:**

**Account Drill-Down:**

Analyze health trends for my portfolio:

Q4 Scores:
- Oct: 23 Green, 12 Yellow, 4 Orange, 1 Red
- Nov: 20 Green, 14 Yellow, 5 Orange, 1 Red
- Dec: 18 Green, 13 Yellow, 7 Orange, 2 Red

Also:
- 3 accounts churned in Q4
- 2 expansions closed
- NPS survey: 42 average (was 48)

## Q4 Health Trend Analysis

### Portfolio Drift Summary

| Status | Oct | Nov | Dec | Change |
|--------|-----|-----|-----|--------|
| 🟢 Green | 23 (58%) | 20 (50%) | 18 (45%) | ↘️ -13% |
| 🟡 Yellow | 12 (30%) | 14 (35%) | 13 (33%) | → +3% |
| 🟠 Orange | 4 (10%) | 5 (13%) | 7 (18%) | ↗️ +8% |
| 🔴 Red | 1 (2%) | 1 (2%) | 2 (5%) | ↗️ +3% |

**Trend: ⚠️ Deteriorating**
- 5 accounts moved from Green to lower status
- Orange/Red grew from 12% to 23%
- Portfolio health declining month-over-month

---

### Churn Correlation

| Churned Account | Last Score | Days at Red |
|-----------------|------------|-------------|
| Account A | 28 | 45 days |
| Account B | 35 | 30 days |
| Account C | 41 | 22 days |

**Insight**: All churned accounts were Red/Orange for 20+ days
**Action**: Accounts at Orange >14 days need intervention

---

### Key Drivers of Decline

**Analyzing accounts that dropped:**

| Factor | Accounts Affected | Avg Point Drop |
|--------|-------------------|----------------|
| Usage decline | 8 | -12 pts |
| Champion change | 3 | -18 pts |
| Support issues | 4 | -8 pts |
| Payment delays | 2 | -6 pts |

**Primary Driver**: Usage decline (likely seasonal + holiday)

---

### NPS Correlation

| NPS Segment | Avg Health Score | Q4 Change |
|-------------|------------------|-----------|
| Promoters (9-10) | 78 | -3 |
| Passives (7-8) | 58 | -6 |
| Detractors (0-6) | 38 | -10 |

**Insight**: Detractor scores dropping fastest
**Action**: Prioritize intervention for Detractors

---

### Q1 Recommendations

**Immediate (Week 1):**
1. Save plan for 2 Red accounts
2. Intervention for 7 Orange accounts
3. Outreach to 3 champion-change accounts

**Short-term (Month 1):**
1. Re-engagement campaign for low-usage accounts
2. Proactive support reach-out to ticket-heavy accounts
3. NPS follow-up calls with Detractors

**Strategic (Quarter):**
1. Investigate seasonal patterns (plan for Q4 2026)
2. Champion backup program implementation
3. Revisit Orange threshold (too many?)

---

### Target for Q1

| Status | Dec | Q1 Target | Delta |
|--------|-----|-----------|-------|
| 🟢 Green | 18 | 22 | +4 |
| 🟡 Yellow | 13 | 14 | +1 |
| 🟠 Orange | 7 | 3 | -4 |
| 🔴 Red | 2 | 1 | -1 |

**Success = Move 5 accounts up at least one tier**