Customer health score

Smart CRM & Sales Hub CRM
1

Hi, does anyone know how to create some good metrics for customer success without getting integrations?
Creating scores based on support tickets, last transaction date and when in last contact? Etc?

2

Hey @EMidbøe

Welcome to the Community!

This is a really nice question. I’ve found a couple of resources that can help you:

Customer Success Benchmarks and Metrics You Should Be Measuring [Infographic]

The Beginner’s Guide to Building a Successful Customer Success Program

How to Use HS for Customer Success - CSM

22 Quick Wins To Find Early Success With HubSpot

I’m curious to know what our experts have in mind about this.

Hey @Josh @karstenkoehler @Mike_Eastwood what would you advise in this case to @EMidbøe?

Thanks

Sharon

3

Hi @EMidbøe,

This is a good question. The usage of interactions, number of tickets, etc. is really difficult to gauge customer happiness on because there is no context and it is very subjective. You could build a report and scoring model from this, but it may not give you accurate scores. The best way to get accurate scores in my opinion is through NPS surveys/scores, customer happiness surveys, or a more objective point modeling system.

I hope this helps!

Josh

Thanks for the ping @sharonlicari

4

Hi @EMidbøe

We’ve been working on a HubSpot Scorecard to help customers get the most out of HubSpot.

It would be really helpful to meet on Zoom and learn more about what you are looking for.

The Scorecard has been designed for our Agency… but, we may look to share it with other organisations in the future (if there’s demand).

If you’d like to meet feel free to send me a private message.

Cheers

Mike

p.s. thank you for the tag @sharonlicari

5

@Mike_Eastwood Hi Mike, I know this is an old post and I am trying my luck. Are you still open to sharing ideas? This is our current project to get better visibility into customer health.

6

Hi @APulikkal

After over a thousand hours of coding and many late nights we came up with a fully automated HubSpot Portal Audit – Portal-iQ.

I’m not usre if this is what you are looking for but I’m happy to jump on Zoom to discuss what you are looking for to see if we can help.

Feel free to send me your Meeting Link if you’d like to meet.

Thank you

Mike

7

Hi @Mike_Eastwood :blush:

Thanks for sharing and helping the user and future ones with the same question!

Best,

Diana

8

Hey, Mike!
I would love to know more. My email address is vedika@rocketlane.com and my calendly link is - Calendly
Please let suggest an alternate time if needed.
Looking forward!

9

Thank you @VedParvez

I just booked a time in your calendar. Looking foward to showing you how Portal-iQ generates 108 pages of report from your HubSpot Portal.

Thanks again

Mike

p.s. I love the “wall of love” on your website

10

Hello Mike,
Taking a chance with an old post, but are you still around to show me what you did? I’ve been hitting my head on the wall for too long now. My email is charles@v2cloud.com and I can be booked here: Calendly
Thanks
Charles

11

Welcome to the community!

"It sounds like you’re trying to create a customer health score using basic data like support tickets and last transaction dates, which is a great start! These metrics can give a clear picture of customer engagement without needing complex integrations. Much like how Starbucks tracks customer preferences and visits to improve their experience, you can use similar data to keep customers happy and loyal. Simple, yet effective methods like these can help build strong customer relationships, just like Starbucks does with its personalized service.