Overview
Relationship Health gives every customer a score out of 100, worked out from a set of pass or fail checks about the relationship: are you meeting them, do they have complaints open, are the right contacts on record, is the account plan current, and so on. The score is shown on the customer record with the reason behind every point, so an account manager can see not just how healthy a relationship is but exactly what would improve it.
It is a working tool for the people who own the accounts. It is not a reporting product or a churn model: the checks are deliberately simple and explainable, and every one of them can be traced to something in The Layer.
How the score is calculated
Score = checks passed divided by checks scored, times 100. Every check carries equal weight.
Bands: Healthy is 80 and above, Moderate is 40 to 79, Needs Attention is below 40.
21 checks are defined. Each company can switch individual checks off, and a check that is switched off leaves the score, the total and the panel entirely. So the number a customer is scored out of is 21 minus whatever your company has switched off.
An unanswered check fails. There is no skipping: if a check needs an answer and nobody has given one, it counts against the score. The panel shows those separately so you can tell "nobody has filled this in yet" apart from "this is genuinely bad".
Some checks pass on "No". Checks phrased as an absence, such as no complaints or no billing disputes, pass when the answer is No.
Where the checks get their answers
Checks answer themselves wherever The Layer already holds the information.
Kind of check | Where the answer comes from |
Automatic | Data already in The Layer: appointments and their outcomes, emails and calls logged, contact flags, live services and contracts, cease activity, case feedback. |
Mapped | Cases, once an administrator has told Relationship Health which case categories mean a complaint, a billing dispute or a service credit request. Until that mapping exists the check falls back to a manual field. |
Manual | Judgement only a person can make, recorded on Yes or No fields on the customer record: do we understand their objectives, would they give a reference, and so on. |
Where you see it
The customer record. A Relationship Health panel showing the score, the band, how many checks are passing, and the full check list with a reason on each one.
Customer fields. Six fields are written back to the customer on every recalculation, so the score flows into grids, exports, reporting and automations like any other field. See Reporting on Relationship Health.
History. One snapshot per customer per day, which powers the previous score and the trend arrow on the panel.
How often it recalculates
Three ways, so the number is current whenever anyone actually looks at it:
A batch run recalculates every scored customer, typically overnight.
Opening a customer whose score is older than your company's freshness window recalculates it before showing it. The default window is 24 hours and the minimum is 5 minutes.
The Refresh action on the panel always recalculates immediately.
What it is not
It is not a churn prediction. There is a place to record a churn risk you have identified, but nothing guesses one for you.
It is not an account plan. A separate account planning surface exists; Relationship Health only asks whether the plan has been kept current.
It is not scored per user or per site. One score per customer account.
Turning it on
Relationship Health is off until an administrator enables it in Settings then Record Scoring. Enabling it creates the fields it needs, so there is no separate setup task. See Setting up Relationship Health.
Relationship Health is one metric in Record Scoring, the same engine behind Lead Score and Customer Health. Each metric is enabled and tuned separately for your company.
Related articles
Reading the Relationship Health panel
The Relationship Health checks in detail
Answering the Relationship Health questions on a customer
Recording a churn risk
Setting up Relationship Health
Tuning the checks: mappings, windows and thresholds
Contact responsibilities and the coverage check
Overrides, exclusions and parent accounts
Keeping scores up to date
Reporting on Relationship Health
Relationship Health troubleshooting and FAQ
Support
Support page: thelayer.com/support
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