Customize a health score in the customer success workspace (BETA)

You can identify trends or potential risks within your customer base by creating a health score in the Customer Success workspace. This score can help your teams analyze data about individual companies so you can efficiently grade customers based on the score you've tailored to your business's priorities.

If you have a Service Hub Professional subscription, you can create one health score. Users with a Service Hub Enterprise subscription, can create up to five unique health scores.

Create a health score in your workspace

To create and customize a health score:

Please note: you must have Manage Customer Success Settings access to create a health score. 

• In your HubSpot account, navigate to Workspaces > Customer Success.
• In the top right, click the settings gear icon.
• At the top of the page, click the Health scores tab.
• Click Create a health score.
• On the Companies tab, click the dropdown menu to select up to five company lists to apply the score to. You can also click Create new list to create a new company list and return to the health score setup process afterwards.

• Click the Calculations tab to customize how the score will be calculated:
  
  • By default, several event groups and property groups will be pre-populated using suggested properties. These default groups include the following:
    • 1:1 Engagement
    • 1:1 Call Engagement
    • Supported Tickets
    • CSM Sentiment
    • NPS
  • 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. 
  • You can edit an event group or property group by clicking the edit pencil icon next to its name and entering a new name. To clone or delete a group, click the vertical menu icon then select the associated option.

• • To customize an event group:
    • To decay the score by a certain percentage over time, click to toggle the Decay scores switch on then click the dropdown menus to configure how much to decay the score and the applicable time period.
    • For each event in the group, click the dropdown menus to configure the criteria that will positively or negatively impact the associated score. To the right of each event, click the Add dropdown menu to select whether the event will add or subtract points from the overall score. Then, enter the points that will be applied.
    • 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).
    • Click the duplicate clone icon or delete delete icon above a set of events to clone or delete the set.
    • Click Association settings above a set of events to customize how records associated with the events will be aggregated into the resulting score. You can select records based on their association label. Click the Aggregation dropdown menu and select how the associated record's points will be aggregated into the original record's score: 
      
      • Sum: includes the total points from each associated event that meets the criteria in the company score.
      • 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 company score.
      • Min: include the lowest value of the associated event that meets the criteria in the company score.
      • Max: includes the highest value of the associated event that meets the criteria in the company score.

• • To customize a property group:
    • For each property in the group, click the dropdown menus to configure the criteria that will positively or negatively impact the associated score. To the right of each property, click the Add dropdown menu to select whether the events will add or subtract points from the overall score. Then, enter the points that will be applied.
    • For properties that have Multiple checkboxes or Dropdown select options, you can score each of the possible values individually by clicking Score individually. Then, customize the scoring options for each value. If you decide to score the values together instead, click Score together to toggle back.
    • Click + Add property to add another new property of the same type (e.g., add another ticket property to a ticket property group).

• • • 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.
    • Click the clone icon or delete icon above a set of properties to clone or delete the set.
    • Click Association settings above a set of properties to customize how records associated with the property will be aggregated into the resulting score. You can select records based on their association label. Click the Aggregation dropdown menu and select how the associated record's points will be aggregated into the original record's score: 
      
      • Sum: includes the total points from each associated record that meets the criteria in the company 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 company score.
      • Min: include the lowest value of the associated record that meets the criteria in the company score.
      • Max: includes the highest value of the associated record that meets the criteria in the company score.

• • At the bottom, you can add new scoring groups by clicking + Add event group or + Add property group. 

• When you're done configuring how your score is calculated, click the Settings tab at the top of the page.
• Configure how scoring thresholds will map to associated labels for your team to action. For each of the three labels, enter a threshold and a score label that will appear as the name for that label.

• In the top right, click Turn on.
• When you turn on the health score, the company properties Health score and Health status will be automatically created in your account. The selected companies will be given an initial value of 50 points. 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 company based on your calculation criteria.
  • Health status: the score label associated with the company's score, based on your scoring threshold. For example, Satisfied, Neutral, Unhappy. 

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 company record by customizing the right sidebar.

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

• In your HubSpot account, navigate to Workspaces > Customer Success.
• Click the Portfolio tab. In the table view, click the name of the company to view the record sidebar preview panel. 
• 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.