This video covers the account health score which demonstrates how well the account management is proceeding.

Account Health Score in Kapta: Measuring Customer Success

Overview

The Account Health Score is a critical metric in Kapta that provides a quantifiable measure of your customer's experience and the effectiveness of your team's efforts toward achieving client goals. Located in the metrics section of an account's details tab, this score serves as your best approximation of customer reality.

How the Health Score Works

• Score Range: 0-100, displayed in a color-coded circle
• Dynamic Updates: Changes in real-time as you complete account activities
• Comparative Metrics: Shows gains or losses compared to previous periods
• Drill-Down Analysis: Click the score to see detailed breakdowns by component

Contributing Factors

The Account Health Score is an aggregate of multiple factors, with weighting configured by your administrator:

Core Factors

• Profile Completeness: Customer details, SWOT analysis, contracts, key players
• Actions and Tasks: Goals, objectives, action updates, task completion
• Account Notes: Comprehensive documentation of customer interactions

Optional Factors (If Enabled)

• QBR Rating: Reflects the most recent Quarterly Business Review
• Freshness: Measures recent note activity (especially with key contacts)
• Risk: Reduces score based on severity if account is flagged as "at risk"

Manual Input

• Satisfaction: The only factor not calculated automatically; entered by the account owner as a best estimate of how the customer feels about progress. Some customers import this value.

Improving Your Score

The health score updates as you:

• Complete customer profile information
• Update SWOT analysis
• Create and execute action plans
• Complete assigned tasks
• Document interactions with regular notes
• Conduct successful QBRs

Tracking and Reporting

• Daily Monitoring: View the current score and trend indicator in the metrics section
• Timeline Analysis: Click the score to see how each component has changed over time
• Reports: Generate Activity and Health Reports via the reports link
• Portfolio View: Health scores appear in the accounts list for quick assessment

Best Practices

1. Regular Updates: Keep all account information current
2. Robust Documentation: Maintain comprehensive notes, especially for contact interactions
3. Task Completion: Prioritize completing assigned tasks on time
4. SWOT Maintenance: Regularly review and update SWOT analyses
5. Monitor Trends: Watch for changes in the score to identify potential issues early

The Account Health Score provides valuable insights into account performance, helping you prioritize actions that improve customer satisfaction and success.