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Staircase AI Health Score
Staircase AI Health Score

Understand and customize your AI generated Health Score

Written by Kate Neal
Updated over a week ago

Staircase's AI-generated health score keeps a real time pulse on your customer base at scale, giving your team the ability to take proactive action at the first sign of risk or opportunity.

Our solution offers a ready-to-use health score right from the start, which can then be customized, refined, and enhanced to meet your specific needs.

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). The look back window for is set by configuring the 'rolling window days' (see below).

Health Score Components

Sentiment Score

The Sentiment Score is a complex metric that merges a Net Promoter Score (NPS)-style methodology with a time-decay component, prioritizing recent interactions. This approach ensures that more recent communication activities are given greater importance, reflecting the dynamic nature of customer relationships and their current sentiment more accurately. Sentiment analysis includes emails, chats, and tickets.

Engagement Score

The engagement score is a relative score. Staircase AI 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.

Staircase will automatically perform a statistical analysis of the level of engagement from the customer to the vendor taking into consideration:

  • Number of emails sent by the account

  • Number of chat messages

  • Attendance at meetings

  • Tickets submitted by the account

Once the benchmark for the tier is defined, Staircase AI 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)

The number of open items will affect the score. For example, many open items will reduce the score.

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. Staircase evaluates the response time for different communication channels, including emails, chats, and tickets.

Health Score Penalties & Boosts

Beyond the ongoing metrics and scores, Staircase also continually analyzes the data for significant events that might positively or negatively impact the score. This proactive data mining ensures that the health score remains responsive to key developments, providing a more accurate reflection of customer engagement and satisfaction over time.

For example:

  • Renewal events, being multi-threaded, and exceptionally positive messages boost the health score

  • Churn notification, churn risk, and exceptionally negative messages penalize the health score (no penalty for single threaded accounts)

Configure Health Score Fields

To enrich your health score with additional signals, you can add components like product usage signals or financial data by clicking on the 'add field'.

This requires the organization to generate and provide Staircase a valid/reliable signal that can be combined with the existing framework.

We recommend discussing this during onboarding for further guidance.

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/or journey phase 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 AI 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 AI 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 AI 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'.

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