BetaCustomize 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 contacts and 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 10 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.
• On the Portfolio tab, select the object you use to represent your customer accounts. You can choose between contacts, companies, or custom objects. 
• Click the Select the customer success owner property for your customer accounts dropdown menu and select a property. 
• Click the Select the property you use to represent your customer's renewal date dropdown menu and select a date property. 
• Click Save. 
• Navigate to the Health scores tab. Then, click Create a health score.
• 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. 
• 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.

• Click the Calculations tab to customize how the score will be calculated.
• 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
• 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, 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 add points to or subtract points from the associated score. 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.
  • 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.
  • To customize how associated records will be aggregated into the score, click Association settings above a set of events. In the dialog box:
    • To select records based on their association label, click the Any [record] dropdown menu, then select the label.
    • To select records based on other criteria, click + Add filter, then set your criteria.
    • 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 event that meets the criteria in the 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 score.
      • Min: include the lowest value of the associated event that meets the criteria in the score.
      • Max: includes the highest value of the associated event that meets the criteria in the score.
    • To apply the settings, click Confirm.
• To customize a property group:
  • 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.

• • 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.
  • 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:
    • 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.
  • 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.
      

• • • 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.