Staircase's AI-generated health score will allow you to keep a real time pulse on your customer base at scale, with the ability to take proactive action at the first sign of risk or opportunity.
Out of the box, the health score includes the following components (as seen in your customer table view): Sentiment Score, Engagement Score, Open Items Score, and Response Time Score. All scores are on a scale of 0-100 (100 being best).
Health Score Components
Sentiment score is an NPS-like calculation that looks primarily at the distribution of red and green sentiments for each customer (look back window is set by configuring the 'rolling window days' (see below)).
The engagement score is a relative score. Staircase will take all customers in the same tier and calculate an average benchmark for engagement (one direction - client to vendor) on a rolling basis driven by the 'rolling window days' setting. Once the benchmark for the tier is defined, Staircase compares each customer in that tier to the benchmark and calculates the score. Because this score is relative, you can expect to always have some accounts in green (engaging above the benchmark), yellow (engaging at or around the benchmark), and red (engaging below the benchmark).
Open Items Score
The open items score is also a relative score (see explanation above). Open items is calculated from 1. open support tickets and 2. open items (requests/questions) from email (the latter is a bi-directional view).
Response Time Score
Response time score is a relative score (see explanation above). Response time score is a bi-directional measurement that looks at both your team's response time and customer response time.
Configure Health Score Fields
To add additional components (like product signals or other metrics), click on the 'add field'.
Use the drop down to select a value from the available fields (note: this will require other integrations - Mixpanel, CRM, etc. to populate options here). Once you've selected the value, determine whether the 'higher value is good' option should be selected.
For example, if you are adding a value like 'logins' then a higher value is good.
When you are finished, click 'add'. You can repeat this process for any additional values you'd like to add to the health score calculation.
Configure Health Score Rules and Settings
Here, you can configure different health score settings by tier and determine how each score is weighted in the calculation to create the overall health score. As well as set the 'rolling window (days)' look back period (how far back Staircase looks to assess current account health).
Click the downward arrow next to the tier you wish to edit. Set the desired rolling window days. For example, if you put 14 days for your Tier 1 accounts, Staircase will assess the past 14 days to determine the health score (it will also compare that same time period for the prior period/trend calculations).
To adjust the weights, simply click and drag the circle on each bar to the left or right.
Once you are done making adjustments, click 'save'. If you'd like to reset to the out-of-the-box weights, simply click 'reset'.
Note, this step isn't required, as Staircase uses AI and machine learning (with your own historical data!) to automagically set the weights.
Bands scores config
This section allows you to adjust the numerical values for the red, yellow, and green health designations across all Staircase AI health scores (health, engagement, open items, etc.).
Simply enter your low and high values and click 'update'.