Metrics

Health score metrics bank

It’s not always apparent if you’re missing important health score metrics in your model.

Use this health score metrics bank to access a list of all metrics you can include in your score.

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Adoption

‍‍Product usage/consumption
DAU/WAU/MAU (active usage by day, week, month)
Number of license License purchased/license utilized
# of features used
Onboarding completion score
Time To Value (TTL)
Integrations connected

Relationship

Last contact
# of key stakeholder contacts
Relationship score of stakeholders
Engagement over a period of time
User-generated content
Community engagement
Participation in user research (i.e., beta program)

Commercials

Number of renewals
Number of upsells
Account growth
Invoice history

Customer experience

Feature requests
Support tickets

Feedback

NPS (Net Promoter Score)
CSAT (Customer Satisfaction Score)
CES (Customer Effort Score)
Product feedback
Product review (i.e., G2, Capterra)

Customer success sentiment

Red, Yellow, Green

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