Weighting

The weights decide how much each metric counts in the health score. They apply to all your customers.

Change the weights

1. Open Settings › Health score.
2. In Health score weightings, enter a percentage for each metric: Product Usage (%), Engagement (%), CSM Pulse (%), NPS (%) and Support Tickets (%).
3. Click Save changes.

Each weight is a whole number from 0 to 100. The five weights must add up to exactly 100. If they don’t, you see Sum of weightings should be 100% and nothing is saved.

To leave a metric out of the score, set its weight to 0.

Caution

New weights don’t recalculate existing scores straight away. Each customer’s score uses them the next time one of its five metric values changes. A customer whose values stay the same keeps its old score until then.

Where you see the weights

On a customer’s Customer Health tab, each metric shows its weight next to its value.

Weights inside a metric

Product usage and Engagement each have their own weights too: one per metric you define in Settings › Company metrics. Those decide how the usage and engagement scores are built. See Product usage and engagement metrics.

Note

Settings › Health score is available to Organization Admins with edit permission.