Health Scoring

Understand how Karolina calculates and uses health scores to predict customer outcomes.

Overview

Health scores provide a single number (0-100) indicating the overall health of a customer account. Karolina calculates health scores using multiple data signals to predict churn risk and identify upsell opportunities.

Score Ranges

Range	Status	Color	Meaning
70-100	Healthy	Green	Strong engagement, low risk
40-69	At-Risk	Yellow	Some concerns, monitoring needed
0-39	Critical	Red	High churn risk, immediate action

Calculation Components

Health scores are calculated from three main categories:

1. Usage Signals (40%)

Signal	Weight	Description
Login Frequency	High	How often users log in
Feature Adoption	High	Number of features used
Session Duration	Medium	Time spent in product
API Calls	Medium	Technical usage patterns
Power Users	Low	Active super-users

2. Engagement Signals (35%)

Signal	Weight	Description
Email Response	High	Reply rate to CSM emails
Meeting Attendance	High	Show rate for scheduled calls
Support Tickets	Medium	Volume of support requests
NPS Score	Medium	Customer satisfaction surveys
QBR Completion	Low	Quarterly review attendance

3. Business Signals (25%)

Signal	Weight	Description
MRR Trend	High	Revenue trajectory
Seat Utilization	Medium	Licenses being used
Contract Status	Medium	Renewal proximity
Champion Status	Medium	Strong internal advocate
Executive Engagement	Low	C-suite interactions

Signal Sources

Health scores pull data from:

Source	Signals
Product Analytics	Usage, feature adoption
Email/Gmail	Response rates
Calendar	Meeting attendance
Support/Zendesk	Ticket volume, sentiment
Stripe	Payment history
CRM/Salesforce	Executive engagement
Slack	Team communication

Health Trends

Indicator	Description
📈 Improving	Score increased by 10+ points in 30 days
➡️ Stable	Score within ±10 points over 30 days
📉 Declining	Score decreased by 10+ points in 30 days

Trend Analysis

Track health score changes over time:

Open any account
Go to Overview tab
View the health trend chart
See contributing factors for changes

Customizing Health Weights

Admins can customize how health scores are calculated:

Go to Settings → Health Scoring
Enable Custom Weights
Adjust weights for each signal category:
- Usage: 0-100%
- Engagement: 0-100%
- Business: 0-100%
Preview changes
Save configuration

Note: Changes affect all accounts immediately.

Thresholds

Risk Thresholds

Configure when accounts move between statuses:

Setting	Default	Range
Critical Max	39	0-50
At-Risk Max	69	40-80
Healthy Min	70	60-100

Alert Triggers

Set up automatic alerts for health changes:

Go to Settings → Notifications
Click Add Health Alert
Configure:
- Health drop below threshold
- Health drop by X points in Y days
- Score crosses critical threshold
Set notification channel

Limitations

Health scores are predictive, not definitive:

Missing data reduces accuracy
New accounts have limited scores
External factors not always captured
Industry norms vary

Best Practices

Using Health Scores

Don’t rely on scores alone: Always investigate underlying signals
Track trends, not snapshots: A declining trend is more important than a single score
Consider context: Industry and company stage affect what “healthy” means
Combine with signals: Health scores + specific signals = best insights

Improving Accuracy

Connect more integrations
Keep contact information updated
Log meetings and calls
Update account notes regularly

Health vs. Churn Risk

Metric	Purpose	Range
Health Score	Overall account wellness	0-100
Churn Risk	Likelihood to leave	0-100%

These are related but distinct:

Low health score → Higher churn risk
High churn risk → Low health score
Churn risk considers specific exit signals
Health score considers overall engagement

Troubleshooting

Issue	Solution
Score seems wrong	Check for missing data sources
No score displayed	Account may be too new
Score changed unexpectedly	Review health trend log
Want to override score	Use manual health override (admin)