Who can use this feature?
- All users
- Available on all plans
The Unison standard health score provides a standardized and rapid time-to-value model for customer health scoring and risk assessment.
About the standard model
The standard model leverages sentiment and engagement data to evaluate customer interactions across segments.
Each customer is evaluated using the same inputs, and each will receive a master health score comprised of four key categories:
-
Sentiment score
Analyzes sentiment on emails, calls, and support tickets to detect potential risk. -
Engagement score
Measures volume of customer interactions from emails, meetings attended, and support tickets. -
Relationship score
Assesses the depth and strength of business relationships, considering stakeholder engagement and multi-threading across interactions. -
Voice of the Customer (VoC) score
Monitors customer feedback across multiple channels, including email, survey data, and support tickets, to assess the urgency and importance of issues and product gaps.
Engagement items include emails, call transcripts, support tickets, and meeting attendance.
The AI Health Overview page allows you to view a summary of all scored accounts.
View your customer data using the standard model
The Unison Standard Health Score page allows you to view a summary of all scored accounts in the standard model.
1. Average health scores
The Unison standard health score determines how likely accounts are at risk of churning. The score is comprised of the following:
For each score, view the following:
- Negative (red)
- At benchmark (yellow)
- Above benchmark (green)
- Change (increase/decrease): Calculated using the rolling time window (default is 30 days)
2. Aggregate health summary
The summary provides a concise snapshot of key trends over the rolling time window , written in natural language to help your teams make faster, more informed decisions.
3. Notable recent score changes
See the accounts with the most significant score changes in the rolling time window. Click to expand all accounts by score change. Click an account name to view the account detail for more information.
4. Customer health breakdown by tier
View statistics for each account tier, including Average Health Score, Average Engagement, Average Sentiment, Average VoC, Average Relationship, Total Revenue, At-risk Revenue, and # of Accounts. Sort the column headers as needed.
5. Risk impact
View total number and dollar amount for at-risk accounts, broken down by upcoming renewal.
- Change (increase/decrease) is calculated using a rolling time window (default is 30 days)
- Renewal breakdown is based on the account renewal window (default is 90 days)
6. Customer health trend
View number of accounts and associated revenue for comparison.
- Quarter comparison: Number of accounts that moved between health thresholds in the last 12 months
- New at-risk: Number and associated revenue of newly at-risk customers in the last 12 months
- Net revenue risk change: Net dollar amount of associated revenue of newly at-risk customers in the last 12 months
- Maintained low churn probability: Number and associated revenue of customers who maintained a low risk status in the last 12 months
- Recovered from at-risk: Number and associated revenue of customers who moved from at-risk to moderate or low risk in the last 12 months
7. Tier comparisons
Compare account tiers (average score, trend over time, and summary) by each scoring category:
- Sentiment comparison: Positive | Neutral | Negative
- Engagement comparison: Emails sent by account | Tickets submitted | Meetings attended
- Voice of the Customer comparison: Open tickets | Unanswered items in email
- Relationship comparison: Interactions with key stakeholders | Key stakeholders involved