Overview
Relationship Health defines 21 checks. Your company scores all of them unless an administrator has switched some off, and a check that is switched off leaves the score, the total and the panel completely.
Each check is answered in one of three ways. Automatic reads data already in The Layer. Mapped reads cases once an administrator has said which case categories count, and falls back to a Yes or No field until then. Manual is a judgement recorded on the customer record. Defaults for windows and thresholds are shown; all of them are configurable.
Meetings and engagement
Check | How it is answered | What makes it pass |
1. Met with a decision maker or influencer in the last 3 months | Automatic | A completed meeting appointment in the last 3 calendar months. Read from appointment outcome flags, never from status names, so renaming statuses is safe. |
2. Had meetings with our teams in the last 3 months | Automatic | Any completed meeting in the window, without the decision maker filter. |
3. Regularly communicates with us | Automatic | At least 3 logged touches in the last 3 months. Both numbers are configurable, and it depends on email and call logging being used. |
4. Next meeting arranged | Automatic | A scheduled appointment between today and 90 days ahead. |
5. In a regular meeting cycle with a decision maker or influencer | Automatic | By default, checks 1 and 4 both passing. A setting switches it to read the Decision Maker and Influencer flags on contacts instead. |
6. Engaged with multiple contacts of influence | Automatic | At least 2 contacts flagged as Decision Maker or Influencer. |
Commercial and contractual
Check | How it is answered | What makes it pass |
7. Account plan current | Automatic | The account plan has been updated within the last 3 months. The date maintains itself whenever any account plan field is edited, and can also be set by hand. |
8. Margin in contract | Automatic | Live recurring revenue under contract is at or above 85 percent, and the term is not longer than 72 months. Both thresholds are configurable, and this check is commonly switched off where automatic renewal is the norm. |
10. Not ceasing services | Automatic | Fails only on a full cease with no replacement opportunity. Partial reductions, user offboarding and volume changes never affect the score. |
14. No service credits requested or applied | Mapped | No credit request case in the last 12 months above the value floor. Matches on case types and on categories, including sub-categories. |
18. No recent billing disputes | Mapped | No open case in a billing dispute category in the last 3 months. Recovers automatically when the case is closed or ages out of the window. |
Service experience
Check | How it is answered | What makes it pass |
11. No complaints or concerns raised | Mapped | No open case in a complaint or escalation category in the last 3 months. Recovers when the case is closed or ages out. |
16. No threats to the relationship | Automatic or manual | Fails if the customer flag matches a risk keyword, such as "risk" or "churn", or if the threats field is set to Yes. Either signal is enough. |
19. Left a survey or review in the last 3 months | Automatic or manual | A case rating or appointment feedback in the window, or the manual field set to Yes. |
20. NPS above the threshold | Automatic or manual | NPS above 45, worked out from case feedback as promoters minus detractors. Where there is no feedback, the NPS field on the customer is used instead. |
People and coverage
Check | How it is answered | What makes it pass |
17. The right influential contacts exist | Automatic once in use | Every responsibility role marked as counting towards coverage has at least one live contact holding it. Until any contact has a responsibility assigned, the manual field is used instead. See Contact responsibilities and the coverage check. |
Judgement only a person can make
These are recorded as Yes or No fields on the customer record. See Answering the Relationship Health questions on a customer.
9. Understand and can play back the customer's objectives
12. Vision presentation completed
13. Provided with the latest customer service plan
15. Would this customer provide a reference
Churn
21. No active churn risk flagged. Fails while Churn Risk Active is Yes on the customer, and passes when it is No or has never been set. The rest of the churn fields are shown as evidence but do not change the score. See Recording a churn risk.
Support
Support page: thelayer.com/support
Email: [email protected]
Telephone: 03333 222 000