Which of your customers are you about to lose
Your dashboard now answers the question a renewal turns on. A headline counts the customers at renewal risk, and every customer carries a health score out of 100 that you can take apart down to the individual records.
What the score is made of
Four things, weighted, and all four are on the row beside the score:
- Satisfaction — the scores that customer has recorded, out of 40
- Engagement recency — how long since they last engaged, out of 25
- Delivery reliability — how much of their delivered work landed on or before the date you agreed, out of 20
- Commercial trend — which way their spend is moving, out of 15
The four contributions add up to the score shown. Recency and trend are scored in bands rather than on a sliding curve, so you can reproduce any score yourself: read the number off the drill-down, find the band it falls in, and the points are the points. A customer 40 days quiet scores 17 for recency, the same as one 55 days quiet, and the exact day count is on the row either way.
Every part opens to the records that produced it — the responses, the engagements, the invoices — and those records reconcile to the number they sit under.
What “at renewal risk” means
A customer is flagged when their health is red, or amber with collected spend down more than 15% on the equivalent previous period. Down exactly 15% is not flagged. The trend figure that triggered the flag is on the row, carried to one decimal, so a customer at −15.4% and one at −14.6% no longer look identical.
Where the period you are looking at is still running, the comparison is matched to the same elapsed stretch of the previous period. Three weeks into a quarter you are compared against the first three weeks of the last one, not against all thirteen — so an open quarter does not read as a collapse.
Missing evidence is not a bad score
A customer with no delivered work yet, no satisfaction response, or nothing collected in either period is not scored zero on the part that is missing. They carry no total and no band, they are listed on their own with every reason stated against them, and they are left out of the at-risk count rather than being counted as safe. The parts they do have are still shown.
Delivered work with no agreed date recorded is left out of the reliability share rather than read as on time, and the number left out is stated beside it.
Nothing here can be adjusted
No score is stored anywhere. Each one is worked out from your records at the moment you look, and there is no screen — not for you, not for an administrator — that can move a score, a weight or a band. If a number looks wrong, the records behind it are the thing to look at, and they are one click away.