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Customer Health Score

A customer health score you can explain.

Customer Health gives every customer a score from 0 to 100 and a status: Healthy, Watch or At risk. It is calculated by fixed rules you can read, not guessed by AI, and Why? shows exactly what moved it.

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Why Brightline Media is At risk: each dimension with its share of the score and its reasons (Relationship, Commercial, Support, Customer voice), and what needs attention, from a CSAT of 1 out of 5 to overdue tickets

What Customer Health tells you

  • Who needs attention today

    At risk and Watch customers stand out on the dashboard and in the Companies list.

  • Why, in plain words

    Each part of the score shows its reasons and what would help.

  • What happens next

    An automation can create the follow-up task the moment a customer becomes At risk.

Four dimensions

Relationship, Commercial, Support and Customer voice.

Relationship reads how recently and how often you had a real conversation: a call, a meeting or a reply from the customer. Commercial reads won and lost deals and what is open. Support reads tickets and response targets. Customer voice reads the customer's own survey answers.

  • The same facts always give the same score
  • Every change is kept, with what caused it
  • Not enough data is shown as such, never as a low score

What Customer Health is

What each dimension reads
Relationship
Calls, meetings and customer replies: how recent, and how many in the last 90 days. An email you send on its own never counts
Commercial
Won and lost deals, and the business that is open
Support
Open and overdue tickets, and response targets met or missed
Customer voice
The customer's own CSAT and NPS answers, comments included

Support and Customer voice need Support, which is rolling out during Early Access and enabled on request.

Your weights

You decide what matters for your business.

Choose how much each dimension weighs and where Watch and At risk begin. A service business may weigh Support heavily; a project business may weigh Relationship. Without Support, switch off the Support and Customer voice parts and Health runs on your sales data alone.

Set up Customer Health

Customer Health settings: the weight of each dimension and where Watch and At risk begin
The whole portfolio

Healthy customers, and the ones slipping away.

The company page shows the score in its header, beside the open pipeline and the last activity. The Companies list can be filtered and sorted by Health, and the dashboard counts Healthy, Watch and At risk, with customers that lack data counted separately.

The Customer Health dashboard

Aquila Travel in EVORIV: Customer Health 87, Healthy, beside the won deal, the key contacts and the recent meetings and calls
From signal to action

Turn a falling score into a task.

Customer Health is a trigger like any other. When a customer becomes At risk, an automation can create a task for the company owner, and the reason stays on the customer. A customer with too little data never becomes At risk, and a company's first score never starts an automation.

Automations on Customer Health

An automation read as a plan: when a Company’s Customer Health becomes At risk, create a task for the Company owner
Example from the demo workspace

How a customer moves from Watch to At risk.

Ardmore Logistics is a fictional customer in EVORIV's demo workspace. Every step is the product's own result.

  1. It goes quiet

    No call, meeting or reply for 95 days. Relationship drops.

  2. A deal is lost

    The lost opportunity lowers the Commercial part.

  3. The customer says so

    Survey answers of 1 out of 5, with a comment, land on the company as Customer Signals.

  4. Health changes status

    The score moves from Watch to At risk, and Why? lists each reason.

  5. The owner gets a task

    The automation creates "Review customer health and call the customer" for the company owner.

Support tickets and survey answers need Support enabled for the workspace. Relationship and Commercial work on Sales data alone.

Questions about Customer Health

How is the Customer Health Score calculated?
By fixed rules, the same for every customer. EVORIV scores four dimensions (Relationship, Commercial, Support and Customer voice) from what is recorded in your workspace, weighs them the way you set, and turns the result into a score from 0 to 100 and a status: Healthy, Watch or At risk.
Is the score generated by AI?
No. No AI decides the score and it is not a prediction. The same facts always give the same score, and Why? shows the reasons for every part.
What if a customer has little data?
Then Customer Health says Not enough data instead of guessing, and the dashboard counts those customers separately. Missing data never counts against a customer.
Can I use Customer Health without the Support App?
Yes. Relationship and Commercial work on Sales data alone. An admin can switch off the Support and Customer voice parts, or set their weight to 0, and coverage is then measured against the parts you use. Support itself is rolling out during Early Access and is enabled on request.
Can Customer Health start an automation?
Yes. Automations can start when a company's Health changes, when its status changes, or when one part of it changes, for example to create a task for the company owner when a customer becomes At risk.
Keep exploring

Customer 360

One record per customer: deals, contacts, activity, files, Health and Support side by side.

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Automations and Agents

Plain-language rules for the steps that always happen, and agents that ask before they act.

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EVORIV Support

A shared inbox with the customer in view. Rolling out during Early Access, enabled on request.

Read more

Know which customers need you, and why.

Start with Sales today. Customer Health reads your sales data from the first day.

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