Customize a health score in the customer success workspace

After you've set up your customer success workspace, you can create a health score to identify trends or potential risks within your customer base. This helps your teams analyze contact and company data, allowing you to efficiently assess customer health based on criteria aligned with your business priorities. 

If you have a Service Hub Professional subscription, you can create 1 health score and up to 5 draft scores. Users with a Service Hub Enterprise subscription, can create up to 10 unique health scores and 20 draft scores. 

Create a health score

To create and customize a health score:

1. In your HubSpot account, navigate to Service > Customer Success.
2. In the top right, click the settings settings icon.
3. Navigate to the Health scores tab. Then, click Create a health score.
4. To use pre-defined score groups, click Take me to setup in the top right. To set up your own score groups, click Start from scratch instead.
5. On the Companies or Contacts tab, click the dropdown menu to select up to five company or contact lists to apply the score to. You can also click Create new list to create a new list and return to the health score setup process afterwards.
6. If you make edits to the selected lists and exit the score builder without turning the score on, your changes will be saved as a draft you can revisit. 

Set up score criteria and points 

To qualify your contacts, companies, or custom objects using a health score, set up criteria to add or subtract points for each record. The criteria options available depend on the type of score you've created.

1. Click the Calculations tab to customize how the score will be calculated.
2. If you've chosen to create score groups from scratch, click + Add event group or + Add property group. If you've chosen to use pre-defined score groups, several event groups and property groups will be pre-populated by default. These default groups include the following:
   • 1:1 Engagement
   • 1:1 Call Engagement
   • Supported Tickets
   • CSM Sentiment
   • NPS
3. Each of your event and property groups will have its Max points listed on the right side. You can enter a new max points for that group, but keep in mind that the Max points for all groups must add up to 100.
4. To edit an event group or property group, click the edit pencil icon next to its name and enter a new name. To clone or delete a group, click the vertical menu icon then select the associated option.

5. To customize an event group:

1. 1. To decay the score by a certain percentage over time, toggle the Decay scores switch on then click the dropdown menus to configure how much to decay the score and the applicable time period.
   2. For each event in the group, configure the criteria that will add points to or subtract points from the associated score, including event properties, as well as the timeframe and frequency of the event. To the right of each event, select whether the event will add or subtract points from the overall score. Enter the number of points that will be added or subtracted.
   3. Click + Add event to add another new event of the same type (e.g., add another call event to the 1:1 Call Engagement event group).
   4. Click the duplicate clone icon or delete delete icon above a set of events to clone or delete the set.
   5. To customize how associated records will be aggregated into the score, click Association settings above a set of events. In the dialog box:
      1. To select records based on their association label, click the Any [record] dropdown menu, then select the label.
      2. To select records based on other criteria, click + Add filter, then set your criteria.
      3. To select how the associated record's points will be aggregated into the original record's score, click the Aggregation dropdown menu. Select an option:
         1. Sum: includes the total points from each associated event that meets the criteria in the score.
         2. Average: includes the total points from each associated event that meets the criteria, divided by the number of events that meet the criteria in the score.
         3. Min: include the lowest value of the associated event that meets the criteria in the score.
         4. Max: includes the highest value of the associated event that meets the criteria in the score.
      4. To apply the settings, click Confirm.

6. To customize a property group:

1. 1. For each property in the group, click the dropdown menus to configure the criteria that will add points to or subtract points from the associated score. To the right of each property, select whether the events will add or subtract points from the overall score. Enter the number of points that will be added or subtracted.
   2. Click + Add property to add another new property of the same type (e.g., add another ticket property to a ticket property group).
   3. Click + Add property criteria to add another new property of a different type. You can include properties from companies, associated contacts, tickets, deals, and custom objects.
   4. Click the clone icon or delete icon above a set of properties to clone or delete the set.
   5. If you've selected an associated object property, to customize how associated records will be aggregated into the score, click Association settings. In the dialog box, customize the settings:
   6. To select associated records based on their association label, click the Any [object] dropdown menu, then select the label.
      • To select how the associated record's points will be aggregated into the original record's score, click the Aggregation dropdown menu. Select an option:
        • Sum: includes the total points from each associated record that meets the criteria in the score.
        • Average: includes the total points from each associated record that meets the criteria, divided by the number of records that meet the criteria in the score.
        • Min: include the lowest value of the associated record that meets the criteria in the score.
        • Max: includes the highest value of the associated record that meets the criteria in the score.
      • To apply the settings, click Confirm.
   7. If you've selected multiple values for a property, (e.g., Time to Close SLA Ticket Status), you can choose to Score individually or Score together.
      • To score each option separately, click Score individually. This means the score will be updated for each option met, rather than once for any of the options met. Enter the number of points that'll be added to or subtracted from the score by the options. For example, you want to score based on Time to close SLA Ticket Status where Overdue subtracts 2 points and SLA completed late subtracts 1 point. If the Time to Close SLA Ticket Status was just Overdue, the score will subtract 2 points. If the Time to Close SLA Ticket Status was both Overdue and SLA completed late, the score will subtract 3 total points because the values are scored individually, then added together.
        

1. 1. • Score together is the default behavior. If you previously clicked Score individually, click Score together to revert back to the default. This means the score will be updated once for any of the values that are met. Enter a number of points that’ll be added to or subtracted from the score for any of the options. For example, you want to score based on Time to close SLA Ticket Status where the score will subtract 2 points for any of Overdue or SLA completed late. If the Time to Close SLA Ticket Status was just Overdue, the score will subtract 2 points. If the Time to Close SLA Ticket Status was both Overdue and SLA completed late, the score will still only subtract 2 points because the score updates only once when any of the selected statuses match.

7. At the bottom, you can add new scoring groups by clicking + Add event group or + Add property group.
8. To test records before turning on the score, click Actions > Test a [contact/company].
9. To view score distribution insights for multiple records, click Actions > Preview distribution.

10. If you make edits to the calculations and exit the score builder without turning the score on, your changes will be saved as a draft you can revisit. 

11. When you're done configuring how your score is calculated, click the Settings tab at the top of the page.

Set up score labels and thresholds 

Configure how scoring thresholds will map to associated labels for your team to action.

1. To set up score settings, navigate to the Settings tab.
2. In the Health score threshold section, enter a threshold and a score label that will appear as the name for that label.
3. To set up the properties where scores will be stored, in the Score properties section, edit the properties' labels, internal names, descriptions, and property groups.
4. Any edits you make to the score's settings will not be saved as a draft. If you're creating a new score, review your settings and turn on the score. Or, if you're editing an existing score, click Update in the top right. 

Review and turn on the score 

Once you're finished creating your score, to turn it on:

1. To test records before turning on the score, click Actions, then select Test a [contact/company/deal].
2. To view score distribution insights for multiple records, click Actions, then select Preview distribution.
3. Once you're done building the score, click Review and turn on.
4. Review the score's details, what will happen when the score is turned on, then click Turn on. If you exit the score builder without turning the score on, it will be saved as a draft you can revisit.
5. When you turn on the health score, the properties Health score and Health status will be automatically created in your account. If you've created multiple scores (Service Hub Enterprise only), each score will have its own associated properties. These properties will be updated based on your defined calculation criteria and scoring thresholds:

• • Health score: the sum of points assigned to a contact or company based on your calculation criteria.
  • Health status: the score label associated with the contact's or company's score, based on your scoring threshold. For example, Satisfied, Neutral, Unhappy.

Edit and manage health scores 

1. In your HubSpot account, navigate to Service > Customer Success.
2. Navigate to the Health scores tab. 
3. Hover over the health score and select from the following: 
   • Clone: to duplicate the health score, click Clone. Then, in the dialog box, enter a new score name and click Clone. 
   • Edit: to edit the health score, click Edit. At the top, navigate between the tabs to edit the records the score applies to, the score criteria and points, or the labels and thresholds. 
   • Delete: to delete the health score, click Delete. Then, confirm by clicking Delete in the dialog box.

Access the Health Score card

Users with a Service Hub Professional or Enterprise seat will see the Health Score card on the record sidebar preview panel. This card will show the health score, health status, and the most recent score changes.

Users with the Account Access permission can add the Health Score card to the middle column and right sidebar of records.

To access the Health Score card in the customer success workspace:

1. In your HubSpot account, navigate to Workspaces > Customer Success.
2. Click the Customers tab. In the table view, click the name of the record to view the record sidebar preview panel.
3. In the right sidebar, navigate to the Health Score card:

• • You can view the health score, health status, and recent score changes.
  • To view the health score history, click See score history. In the right panel, you'll find the Score trend graph, broken down by month, and the Score history chart, which shows the events that caused the score to change.

• • To view score calculations, click Score calculations. You'll be redirected to the Calculations tab where you can customize and edit how the score is calculated.