Health Score Metrics : Freshsales

Account health score is an aggregated number from 0 - 100. Below provides the definition and mechanism of how Freshsuccess scores each metric that compose the overall account health score.

Account Metrics

It includes a list of general account metrics that are currently available in Freshsuccess, including custom metrics. When using a metric, select how you'd like to aggregate the metric over the specified time frame for your health score criteria.

Additional custom metric calculations:

Metric	Calculation
Average over time	Sum of daily metric value divided by the specified number of days.
Ratio of usage over time	Ratio of the sum of total uses of two selected custom metrics by all users of this account over the specified number of days.

Account Dimensions

It includes a list of account dimensions that are currently available in Freshsuccess , including custom account dimensions. Specify which custom dimensions should be included in the calculation of your health score.

Metric	Calculation
Current value	Current value of this custom dimension for an account.
Ratio of values	Specify which custom dimensions should be included in the calculation of your health score.

Account Activity

Select the activity metrics that best reflect the activity level for healthy and unhealthy accounts.

Metric	Calculation
Average time spent per active user	Average time spent per active user of this account per day over the last 30 days.
Days active out of the last 30 days	Sum of the days when any user of an account had activity over the last 30 days.
Monthly active user by percent of total registered users	Total number of active users of an account over the last 30 days divided by the total number of registered users of that account.
Daily active user by percent of total registered users	Total number of active users of an account in the last full day divided by the total number of registered users of that account.

Account Support

It includes a metric that measures the current number of open tickets for an account. Additional support metrics can be found under the Account Metrics section.

Feature & Module Usage

Select the feature and/or module metrics that best reflect how your customers should use your product.

Metric	Calculation
Time per user per day	Sum of time spent on a selected module by all users of this account divided by the number of users who have used that module.
Count per user per day	Sum of count of uses of a selected feature by all users of this account divided by the number of users who have used that feature.
Ratio of usage over time	Ratio of the sum of total uses of two selected features by all users of this account over the specified number of days.

CSM Score

CSM scoring indicates the CSM’s subjective evaluation of how well an account is doing. This score is entered by the individual CSMs at the account settings page.

NPS

The Net Promoter Score (NPS) is a gauge of customer satisfaction. The minimum and maximum range must be provided. Any score below the minimum is mapped to a health score component of 0, and any score above the maximum is mapped to 100; all scores in between are mapped linearly between 0 and 100.

Financial

It includes a metric that measures the number of days an invoice has been open for an account.

Touchpoint

It includes a metric that measures the number of days since you had the last touchpoint with an account.

Average Child Health Score

This metric will only become visible once the Freshsuccess Hierarchy feature is enabled for your account.

When turned on, this metric will average the health scores of all immediate non-churn child accounts to include into parent's health score. Note that if an account has no active children, a value of 50 will be assigned. To avoid this, you can setup the account filtering to include only accounts that have child account ('Account has children' is True) for this health score configuration.