Trail Map › Use-Case Catalog › Customer Health & Service Analytics
💚 Customer Service · Module 22

Customer Health: Spot Trouble Before the Customer Says a Word

A "health score" is like a report card grade for how happy a customer probably is — one number instead of guesswork. How to give every account its own health score, plus a live scoreboard for how your whole support team is performing.

4
Tabs
~10 min
Time to Complete
80 pts
Available
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Customer Success Analyst

Why "the customer seemed fine" isn't good enough

RM
Renata Marsh · Customer Success Manager

"We only find out an account is unhappy when they call to cancel. I want one number that tells me which accounts are quietly slipping, before it's too late to fix it. And I want to see if my whole support team is actually getting faster or slower."

"Churn" means a customer leaves and stops paying you. Churn rarely announces itself ahead of time. It shows up as fewer logins, a string of unresolved support tickets, and a falling satisfaction score. SmartLite already has all of that information — it just needs to be pulled into one score.

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What you get out of it
A ranked list of at-risk accounts to act on today, plus one dashboard that shows whether your service quality is improving or slipping.

One score per account, one scoreboard for the team

Customer Health blends several signals into a single Health Score from 0–100, recalculated automatically for every account. It looks at things like satisfaction survey scores, how many open support tickets an account has, how recently they logged in, and how close their contract renewal is.

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Three health bands (like a traffic light)
A score of 70–100 is Healthy (green), 40–69 is At Risk (amber), and 0–39 is Critical (red). The Health Overview tab shows how many accounts fall into each band, plus a list called "Accounts Needing Attention" — your worst scores, sorted to the top so you see them first.
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Success Plans
For an account that needs hands-on attention, create a Success Plan: a start and end date, plus a checklist of milestones (steps you plan to complete). Each milestone tracks its own status (Not Started, In Progress, Completed), and the plan shows a percent-complete bar so you can see progress at a glance.
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Service Analytics
The Service Analytics page is the team-wide scoreboard. Up top it shows Open Cases, Cases Created Today, CSAT Average (CSAT is short for Customer Satisfaction — a score from customer surveys), and SLA Breach Rate (how often you missed your promised response time). Below that are tabs for Case Volume (by status and priority), Agent Performance (cases handled, resolution rate, and CSAT per agent), and Backlog Ageing (how long open cases have been sitting, grouped by age).

1 Find an at-risk account and start a Success Plan

Open Customer HealthGo to Customer Health → Health Overview tab.
Find the at-risk accountsCheck the At Risk and Critical counts, then scan the "Accounts Needing Attention" table for the lowest-scoring account.
Start a Success PlanSwitch to the Success Plans tab and click New Success Plan. Enter the account's Account HexId, a Plan Name, and a Start/End Date.
Add milestonesAdd at least two milestones — steps you plan to complete, for example "Onboarding call" and "30-day check-in" — with due dates, then click Save Plan.
Check the scoreboardOpen Service Analytics and review the Agent Performance tab to see resolution rate and CSAT (satisfaction score) per agent.

Day-to-day: customer success managers

Start the day on Health OverviewCheck which accounts moved into At Risk or Critical since yesterday.
Work the Success PlansUpdate milestone status as you complete outreach steps for at-risk accounts.

Day-to-day: support managers

Check team performanceOpen Service Analytics → Agent Performance to see who needs coaching and who's ahead.
Watch backlog ageReview Backlog Ageing to catch cases that have been sitting too long, before they turn into a churn risk.
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What to try next
Look at the Case Management, SLA & Routing trail — it's the data source this page's scoreboard is built from.

Test what you learned

1. An account has a Health Score of 35. Which band is it in?
Healthy
Critical
2. Where would you check whether your support team's resolution rate is improving?
Service Analytics → Agent Performance
Customer Health → Success Plans