Success Health Scores

[LCunningham1]

Has anyone managed to successfully build customer Health Scores using the new beta feature yet?

I have just enabled our after a lot of back and forth on the best way to configure as it's really not intuitive at all, had a session with one of the POs about this  after giving the in-app feedback, but they weren't really able to give me a solution to a few things which is fine, i figured out a fudgey way to get to roughly where i needed to be. BUT, on enabling, hubspot automatically  gives all companies 50 points, you're then calculating your points to 100 and it seems that your points are being added on top of the 50 which is bizarre to me ... that's 50 points for the sake of it, that means nothing to my scoring. And so, people who should have a score of say 80, now have a score of 100.... not what i am after.

The only solution we can think of is to recalculate my existing criteria to only give it 50 points max (not ideal as it really devalues what i want to do) and then use a property such as 'company name is known' to remove the pre-allocated 50 points.  Anyone else have any ideas? Or os it just a case that this product is so far awat from being ready that we should ignore it until it's a lot further along in development? 

[Shuler · Accepted solution]

Hi @LCunningham1 - I tackled the Health Score in the Customer Success Workspace yesterday and found your post from all the search I had to do on trying to understand setting it up. Like you, we also score starting from 0 and only add points for positivie interactions, and don't add anything if it's negative, so starting from 50 to try to fit it into our model was impossible to figure out.

We essentially had to start from scratch - I created a spreadsheet where in the middle column I added what the interactions were, and on either side I added negative points or positive points depending on the action. So for example, I had something like:

-20	Product Login	+20
-1	Engagement	+3
-40	NPS Score	+15
-20	CES Score	+5
0	No Open Tickets	+10
-20	1 Open Ticket	0
-40	2 Open Tickets	0
-60	3+ Open Tickets	0

So essentially we start at 50 - if someone logged in, has engaged in the last 90 days, and has no open tickets, that's a score of 50 +20 +3 +10 - so 73. But if they have logged in, have engaged, and have 2 open tickets, thats 50 + 20 + 3 - 40, so a score of 33.

So lower positive points for good interactions, and higher negative scores to bring the score down. 

I suggest breaking down all the actions you want to track (and as granular as you want to make it) and do a chart like this, and then highlight the possible scenarios and look at the potential score that comes out. From there you adjust your point system and then build it in HubSpot. 

[LCunningham1 · Accepted solution]

Thanks for this, we've managed to get it working based on a starting point of 50, but when we start to add more utilisation tracking it may be a little more difficult with just 50 points!

I tackled in a similar way to you, popped all into an excel sheet to give the positive and negative points for some of them

Engagement (proactive)- this looks at last QBR meeting being in a certain time frame/last contacted in a certain time frame and whether next activity date is set, each of these have positive and negatives if within the expected timeframe or removes points if over the expected time frame
Tickets (reactive)- raising a certain number of tickets or not, last feedback score - plus/minus points
Login - adding points based on login % calculated field being over a certain amount
Feature utilisation -adding points based on utilisation % calculated field being over a certain amount

I'd like to be able to start from 0 and have ranges in a future iteration, so here's hoping this is something that can be improved!

[JPetit-Debray]

Hello!
Are Health Score still starting at 50 points? I just implemented it and thought it would start at 50 but I have the impression it is starting at 0 points. Is there someway to edit the amount of points a customer gets at the beginning?

[LCunningham1]

Has been updated for new scores built to start at 0, if you want customers to start at 50 for example, you can just set a score addition against a propert that all clients would have i.e Lead Status = Customer

[JPetit-Debray]

Hey @LCunningham1 thanks for your answer!
I see, but that would reduce me the available scoring points, right? Meaning each group has a group score limit and the sum of them needs to sum 100, so if I use 50 like that, this would mean I need to reduce the rest, right? Or do you have a workaround for this?

[blodge · Accepted solution]

Hi all, I know this post was from last Fall, but I wanted to add an update here for any future visitors. We heard this feedback here and through other channels, and now any new Health Score that is created will start at 0. Note that this won't impact any scores you have already created in any way. If you want any of your existing scores to start at 0, unfortunately it's not possible to migrate the existing score, but you can acheive this by creating a new score. We appreciate your feedback!

[Shuler · Accepted solution]

Hi @LCunningham1 - I tackled the Health Score in the Customer Success Workspace yesterday and found your post from all the search I had to do on trying to understand setting it up. Like you, we also score starting from 0 and only add points for positivie interactions, and don't add anything if it's negative, so starting from 50 to try to fit it into our model was impossible to figure out.

We essentially had to start from scratch - I created a spreadsheet where in the middle column I added what the interactions were, and on either side I added negative points or positive points depending on the action. So for example, I had something like:

-20	Product Login	+20
-1	Engagement	+3
-40	NPS Score	+15
-20	CES Score	+5
0	No Open Tickets	+10
-20	1 Open Ticket	0
-40	2 Open Tickets	0
-60	3+ Open Tickets	0

So essentially we start at 50 - if someone logged in, has engaged in the last 90 days, and has no open tickets, that's a score of 50 +20 +3 +10 - so 73. But if they have logged in, have engaged, and have 2 open tickets, thats 50 + 20 + 3 - 40, so a score of 33.

So lower positive points for good interactions, and higher negative scores to bring the score down. 

I suggest breaking down all the actions you want to track (and as granular as you want to make it) and do a chart like this, and then highlight the possible scenarios and look at the potential score that comes out. From there you adjust your point system and then build it in HubSpot. 

[LCunningham1 · Accepted solution]

Thanks for this, we've managed to get it working based on a starting point of 50, but when we start to add more utilisation tracking it may be a little more difficult with just 50 points!

I tackled in a similar way to you, popped all into an excel sheet to give the positive and negative points for some of them

Engagement (proactive)- this looks at last QBR meeting being in a certain time frame/last contacted in a certain time frame and whether next activity date is set, each of these have positive and negatives if within the expected timeframe or removes points if over the expected time frame
Tickets (reactive)- raising a certain number of tickets or not, last feedback score - plus/minus points
Login - adding points based on login % calculated field being over a certain amount
Feature utilisation -adding points based on utilisation % calculated field being over a certain amount

I'd like to be able to start from 0 and have ranges in a future iteration, so here's hoping this is something that can be improved!

[kennedyp]

Hi @LCunningham1! I was also a bit confused by the default 50, but the idea here is that all companies begin at a neutral state and depending on the criteria you set, they either earn points (towards satisfied) or lose points (towards unhappy). 

An alternative you note that I think may be most straightforward is using a generic property to reduce by 50 on all records. Just be aware that if the field you use changes in the future (ie company name) then it may remove an additional 50 points, so choose that field wisely. 

I see you also posted on the Ideas forum here and here (upvoted!), so be sure to keep that feedback coming! 

I also want to tag @Coking to float this feedback to our product team! 

Best, 
Kennedy

[LCunningham1]

Thanks Kennedy. I'd prefer they start at 0 as then it's easier for you see your true score. The 50 just confuses it, as everything is being added in top of the 50 which isn't right. I have raised a possible bug with support though, so maybe that's part of the challenge, as it seems the score behind the scenes keeps adding up past 100, meaning it's really hard to get a true reflection on the scores.

Thanks for upvoting my ideas - the ranges would make it so much easier and in line with how most other health scores tend to be built.