Customer Health Score (Beta) - make the score visible for more users
Hello! We are very excited of the just recently added beta program for setting up a customer health score in customer success workspace. According to the current status this health score would only be visible to users with a paid service hub seat. In our opinion this limitation is reducing the value of this awsome feature massively. I understand that the scoring should be owned by customer success, so only giving users with service seats the ability to create the score makes sense. But to fully leverage the score other GTM departments need access to this score, like sales, support or marketing. Giving more people access to teh score (read only) would help building campaigns and processes in general based on customer health and support the cross department customer centric approach.
Also as an admin I would love to have the ability to access the custmer success workspace, since currently it is very hard to support the team ramping up.
Yes i agree, our marketing/sales team would like to be able to see this data for referrals and testimonial purposes, they should be able to see on CRM who is appropriate to talk to without neccaserily having to ask a CSM
Same here. One of the biggest reasons for wanting to introduce a score at this time was to align all of our GTM teams behind a unified score. We want this to be something that Marketing & Sales teams could also refer to. Marketing, so that they can see the healthiest customers at a glance and campaign for reviews, and Sales, to incentivise the closing of good-fit clients.
Even if it was just for a high level overview, as opposed to viewing the score on the individual company level, this would make it worthwhile using, but at the moment, I don't think it's going to work for us if nobody outside of the CS org can view it.
Hi! Just want to clarify that we agree! Health scores are an incredibly powerful tool to align the entire GTM team and SHOULD be used by other functions besides customers success
The health score (number aka 87) and the health status (healthy, neutral or at-risk) properties are standard company properties and are visible to everyone in a HubSpot account. The only things that are limited to users with a Service hub seat are, 1) the ability to create/edit health scores, 2) the health score CRM card with the history panel 3) visibility into extended score history, going back up to two years (users without a seat will see the standard property history of the most recent 20 values).
These properties are automatically added to views in the CS workspace because we are relatively confident that those users want to see them, but they must be manually added by admins to any other views in HubSpot including company index page or company record page.
These properties are available to be used in lists, reporting, workflows and all of our other platform features by any HubSpot user. Hope this
They would likely be called health score and health status but it's possible that you named them something else. You can find out what they're called in your account by going into the Customer Success Workspace --> Clicking Settings gear in the upper right corner --> Clicking health scores tab --> Choose your health score --> Click settings tab and scrolling down to score properties.
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