Is your health score program a source of truth? Or is it more like a prognostication from a certain groundhog in Pennsylvania?
Despite a SaaS account’s good health score, according to the newest e-book from UserIQ, one customer in that account may find your software impossible to use. Another may not even know about your No. 1 feature.
The reverse scenario is also true — bad health scores with happy customers.
Often less than 40% of customer success professionals actually trust their own health scores.
So many CS teams struggle with this confidence because there are so many reasons why health scores go bad:
- Improperly set customer success and product adoption benchmarks.
- Overly complex health score criteria.
- Lack of clarity in the health score logic itself.
So, how should you set up benchmarks? How should you simplify things? How does one get a health score program started in the first place?
And for a fast fact, this customer health score e-book is easy to read, totally free and will lead to far more accuracy than a groundhog.