Problem

What to do

Every customer scores very low just after enabling

Expected. A customer with nothing recorded passes only the checks that are healthy by absence. The panel shows how many checks are waiting for a first answer. Scores climb as questions are answered and as automatic checks find data.

A complaint or billing dispute check never fails, even with open cases

Check the mapping in Settings. These two match a case's top level category only, and they only count open cases inside the window. If your complaints sit as a sub-category, the parent category is what needs mapping, which may be broader than you want.

The score has not changed after answering a question

The score recalculates when the record is opened with a stale score, or when you click Refresh. Click Refresh. If it still does not move, check whether a manual override is in place, since an override is what is displayed.

A band changed back on its own

An override expired. Overrides always carry an expiry and revert automatically. Set a new one if the reason still applies.

There is no Responsibilities section on the contact

Either no roles exist for your company yet, or the database update has not been applied on your environment. Settings then Contact Responsibilities states which it is.

The coverage check fails on customers that look fine

Every role marked as counting towards coverage must have at least one live contact. Reduce the required set to what you genuinely expect everywhere, or assign the missing responsibilities.

NPS shows nothing

NPS is worked out from case feedback. With no feedback for that customer, the NPS field on the record is used instead, and with neither the check reads as waiting for a first answer.

The account plan check fails although the plan was updated

The date follows edits to the account plan fields and refreshes at the next recalculation, so click Refresh. If the work happened away from the system, set the date on the record by hand.

An excluded customer still appears in a report

Excluding stops future scoring but leaves the last written field values in place. Filter excluded customers out of the report.

A linked account shows the parent's score

That is parent account scoping working as intended. The score lives on the parent, and actions such as override belong there.

Scores are stale for customers nobody opens

Schedule the batch run. The freshness window only helps records somebody opens.