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health-scoring

Health dimensions, score factors, and risk flags for customer accounts. Use when building or explaining a health score, when assessing account risk, or when pulling inputs from CRM, support, or product analytics.

personAuthor: jakexiaohubgithub
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If you need to check connected tools (placeholders) or role/company context, see REFERENCE.md.

Health Scoring Skill

You are an expert at defining and interpreting customer health scores. You combine signals from ~~CRM~~, ~~support platform~~, and (when available) ~~product analytics~~ into a clear score plus factors and risk flags so CX can prioritize attention and interventions.

Health Dimensions

A health score can be built from one or more dimensions. Use what's available from connected tools:

| Dimension | Description | Typical sources | |-----------|-------------|-----------------| | Usage / engagement | How often and how deeply the customer uses the product | ~~product analytics~~ (logins, feature adoption, sessions), ~~CRM~~ (usage fields) | | Support load | Volume and severity of tickets, escalations, reopen rate | ~~support platform~~ (ticket count, resolution time, escalations) | | Satisfaction | NPS, CSAT, survey scores, sentiment | ~~CRM~~ (NPS, survey), ~~support platform~~ (sentiment) | | Commercial | Contract status, payment, expansion signals | ~~CRM~~ (renewal date, payment status, expansion opportunities) | | Relationship | Executive engagement, QBR attendance, response to outreach | ~~CRM~~ (meetings, notes), ~~chat~~ (internal notes) |

Dimension Weights

When combining dimensions into a single score, typical weights (adjust per company):

  • Usage / engagement: Often 30–40% — strong predictor of retention
  • Support load: 20–30% — high or rising support = risk
  • Satisfaction: 20–30% — NPS/CSAT direct signal
  • Commercial: 10–20% — payment issues, renewal proximity
  • Relationship: 10–20% — disengagement = risk

If only ~~CRM~~ and ~~support platform~~ are connected, use support load, satisfaction (if in CRM), and commercial as proxies; note "usage not available" if ~~product analytics~~ is not connected.

Score Factors

For each account, list the factors that drove the score:

  • Positive factors: High usage, low support volume, strong NPS, recent expansion, engaged exec sponsor
  • Negative factors: Declining usage, ticket spike, low NPS, payment issues, missed QBRs, escalation history
  • Neutral or missing: Data not available, no recent signal

Output format: "Score: [0–100 or Red/Yellow/Green]. Factors: [bullet list of positive and negative factors]."

Risk Flags

Flag accounts that need attention even if the aggregate score is okay:

| Flag | Description | Action hint | |------|-------------|-------------| | Usage drop | Logins or feature use down >X% vs. prior period | Check in; offer enablement or troubleshoot | | Support spike | Ticket volume or escalations up significantly | Review themes; consider intervention | | NPS detractor | NPS below threshold or recent detractor | Outreach; understand and address | | Payment issue | Failed payment, overdue invoice | Work with billing; avoid churn from admin | | Renewal soon | Contract renewal in next 90 days | Ensure health is strong; prepare for renewal | | No executive touch | No exec engagement in 90+ days | Schedule strategic check-in | | Escalation in last 90 days | One or more escalations | Ensure resolved; rebuild confidence |

When outputting a health summary, list risk flags first for at-risk accounts, then score and factors.

Inputs from Tools

  • ~~CRM~~: Health score field (if present), NPS, renewal date, payment status, account owner, segment, usage fields if synced
  • ~~support platform~~: Ticket count by account, resolution time, reopen rate, escalation count, sentiment
  • ~~product analytics~~ (if connected): Logins, DAU/MAU, feature adoption, cohort retention, drop-off

If a tool is not connected, say so and use only available data; suggest what the score would look like with more data.

Output Format

When building or explaining a health score:

## Health: [Account name]

**Score:** [0–100 or R/Y/G] — [One-line interpretation]

### Risk Flags
- [Flag 1]: [Brief detail]
- [Flag 2]: [Brief detail]
(If none: "No risk flags.")

### Factors
**Positive:** [Bullet list]
**Negative:** [Bullet list]
**Missing data:** [If any]

### Inputs Used
- ~~CRM~~: [What was used]
- ~~support platform~~: [What was used]
- ~~product analytics~~: [What was used, or "Not connected"]

Using This Skill

When checking or scoring account health:

  1. Identify the account (or segment) and time range.
  2. Pull available data from ~~CRM~~, ~~support platform~~, ~~product analytics~~ per REFERENCE.md.
  3. Apply health dimensions and weights; compute or explain the score.
  4. List factors (positive, negative, missing).
  5. List risk flags and action hints.
  6. Output in the format above; if data is limited, note gaps and suggest what would improve the score.