Read a Health Score change
When a Client's Health Score moves, Luscent shows the size and direction of the move. Here is how to find what caused it and decide whether it needs a conversation.
Common questions
Why did the score fall when nothing happened? Silence is information. Each Client segment has an expected rhythm of contact, and when contact falls behind it, the score moves down.
Will the score recover on its own? It follows the relationship. When contact, tone and open issues improve, the score moves with them.
Should I act on every move? No. Act on moves across a band boundary and on steady declines. Small moves inside a band are worth a look, not a call.
Before you start
Know the four bands. Read the Health Score explains them.
Steps
Spot the move. A change shows next to the score, on the Client and at the top of Client Detail, for example 64, down 14.
Open the Monitor tab. The trend shows the score over time. Find the point where it moved.
Look at what happened then. The activity and the Signals of that period usually explain the move: a complaint in an email, a gap in contact, a weaker portfolio.
Check the band. A move inside a band is information. A move across a band, into At risk or Critical, is a reason to act.
Decide. If a Signal explains the move, review it; see Review a Signal. If no single event explains it, look at contact and tone over the last weeks: the move may come from a slow drift rather than one exchange.
Moves that need attention
A move across a band boundary, in either direction.
A steady decline over several weeks, even when each step is small.
A drop on a Client you have not spoken to recently.
NOTE. One move is not a verdict. The trend over several weeks says more than one day's change.