Customer Health Scores: Take A Temperature Check On Your Customers in 4 Simple Steps

What are customer health scores?

The importance of customer health scores

  • Customer health scores are essential to the creation of a retention strategy. Once you know if customers are likely to stick or not, you can plan to increase satisfaction and retention.
  • When you know customer health scores, you can predict expected revenues to a higher level of accuracy.
  • A deeper look into customer health metrics helps you know how to improve products/services and the customer experience. Such improvements can spur growth in revenues and market share.

Create a customer health scoring framework in 4 steps

1. Segment your Users

  • Product type and tier (paid vs free)
  • Use of product
  • Stage in the customer lifecycle
  • Spending

2. Create Personas

  • Gender
  • Size of company
  • Industry/niche
  • Location
  • Age

3. Define the Metrics

  • Whether customers are getting value from the product/service.
  • Whether customers are having a positive experience in their interactions with your business.
  • Whether there are external factors that may cause the customer to stop using your product.

Product usage

Responses to surveys

customer health scores

Net promoter score (NPS)

customer health scores

Customer satisfaction score (CSAT)

customer health scores

Customer effort score (CES)

Other contributors to customer health scores

External factors

Tickets

Engagement

Sentiment

4. Calculate the customer health scores

Weighing

  • At-risk
  • Ok
  • Healthy

Plan and take action

  • Improving customer support
  • Optimizing onboarding processes
  • Customer and team education
  • Streamlining marketing and communications

The health of your customers starts with you

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Improve your #custserv & #custexp with Nicereply - a customer satisfaction survey software, including CSAT, NPS & CES 2.0

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Nicereply

Nicereply

Improve your #custserv & #custexp with Nicereply - a customer satisfaction survey software, including CSAT, NPS & CES 2.0

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