Overview
Open a customer and the Relationship Health panel sits alongside the record. It answers two questions: how healthy is this relationship, and what would improve it. Every part of the panel is explainable, so you should never have to guess why a number is what it is.
The header
The ring and number show the score out of 100.
The band is Healthy, Moderate or Needs Attention. Healthy is 80 and above, Moderate is 40 to 79, Needs Attention is below 40.
The trend arrow compares the score with the previous daily snapshot, and its tooltip tells you what the score was. No arrow means no change or no snapshot yet.
"N of X checks passing" and the bar underneath show the raw count. X is the number of checks your company scores, which may be fewer than 21 if some are switched off.
The check list
Below the header is every check your company scores, each with a status:
Marker | Meaning |
Green tick | The check passes and is contributing to the score. |
Red cross | The check fails on the evidence. Something is genuinely off, and the tooltip says what. |
Amber question mark | Nothing has been recorded against this check yet. It still counts as failed, but it means "not started" rather than "bad". |
Hover any check for its evidence: what value was read, where it was read from, and why that passed or failed. This is the fastest way to understand a score, and the first thing to look at before questioning a number.
Checks waiting for a first answer
If any checks have nothing recorded, a note above the list tells you how many, and that they count as failed for now. This is normal on a newly enabled company and on customers nobody has reviewed yet. The score climbs as the answers come in, and some of them, such as the account plan date, fill themselves in as people work.
Actions on the panel
Action | What it does |
Refresh | Recalculates the score there and then, rather than waiting for the freshness window or the overnight run. Use it after answering checks. |
Override | Sets the band by hand, with a required expiry date and a comment. Only shown to users holding the configured role. See Overrides, exclusions and parent accounts. |
Exclude | Takes the customer out of scoring until re-included. Only shown to users holding the configured role. |
States you may see instead of a score
Overridden. A note names who set the band, until when, and why. The calculated score keeps updating underneath; the override is what is displayed and reported until it expires or is removed.
Inherited from a parent account. If your company scores parent accounts only, a linked account shows its parent's score read only, with the parent named and linked.
Excluded. The panel says the customer is excluded from scoring, with a way to re-include for those who have the role.
Making a score go up
Work the amber and red checks from the top. Most reds are actions rather than data problems: book the next meeting, close out the complaint case, get the right contact on record, answer the questions only you can answer. The score is recalculated when you next open the record, or immediately with Refresh.
Support
Support page: thelayer.com/support
Email: [email protected]
Telephone: 03333 222 000