Customer Success Health Score Reporting

Service Hub Tips, Tricks & Best Practices
1

Hi HubSpot Community,

I’m working in Customer Success > Actions > Health Score Review and I’ve noticed a gap in how Customer Health Score changes surface.

What I’m seeing is this:

  • A customer’s overall Health Score may stay the same
  • No new alert is added to the Actions page
  • But when I open Health Score History, I can clearly see that multiple underlying changes have happened

So the score itself may not move, but the inputs / contributing factors / rule-level changes have changed.

My issue

I want to be able to report on Health Score changes even when the final score value does not change.

Right now, if the total score remains unchanged, those updates seem much harder to monitor at scale unless I manually inspect each customer’s Health Score History.

What I’m trying to do

I’d like to pull a report that shows:

  • any change to the Health Score history
  • changes in the factors/attributes/rules contributing to the score
  • not only records where the final Health Score value changed
  • ideally with a date/time trail so I can review what changed and when

My question to the community

Has anyone found a way to:

  1. Report on Health Score history changes, even when the actual score remains the same?
  2. Surface these changes in a report, workflow, or action view?
  3. Track underlying Health Score movements without relying on the final score changing?

If this isn’t currently possible, I’d also like to know whether others see this as a product gap. From a Customer Success perspective, the underlying changes can be important even if the rolled-up score stays flat.

Thanks in advance.

Shorter version

Is there a way to report on Customer Health Score history changes even when the overall score doesn’t change?

In my portal, I can see meaningful changes in Health Score History, but if the final score stays the same, I don’t get a new alert in Actions and I can’t easily report on those changes. I’d like to build a report that shows changes to the underlying score components/factors over time, not only when the final score value changes.

Has anyone found a workaround or a reporting approach for this?

This would be especially useful for proactive customer management, because underlying risk or improvement signals can shift even when the total score remains unchanged.

3

Hi there @Patrickmeditech,

Great question, Patrick! Tagging some of our top contributors who may have run into this before and have some creative workarounds :waving_hand:

@TomM2 @Josh @karstenkoehler @Phil_Vallender, has anyone found a way to report on Health Score component changes even when the final score value stays flat?

Cassie, Community Manager

4

I don’t believe there’s a native way to report on Health Score factor level changes when the rolled up score stays the same.

There may not be an easy workaround, but one option could be to use AI (Claude?) or a custom process to regularly capture the Health Score details, store them externally, compare them over time, and highlight what changed even when the final score remains unchanged.

From a native product perspective, this looks like a genuine gap. I’d suggest submitting it to the Ideas Forum, since visibility into the underlying score movement would be valuable for proactive Customer Success work.