Read the Health Score
The Health Score is a 0 to 100 reading of how a Client relationship is going. It measures the relationship, not returns and not you; its direction matters as much as its level.
Common questions
Does the Client see the Health Score? No. The Health Score is internal to your firm.
Is the score different for each Relationship Manager? No. There is one score per Client relationship, and it is the same whoever opens the Client.
Is a high Health Score the same as good performance? No. The score measures the relationship. A Client with strong returns can still be At risk if contact has dropped or the Client is unhappy.
What the number means
80 to 100, Healthy. The relationship is in good shape.
60 to 79, Neutral. No major concern. Watch for drift.
40 to 59, At risk. Engagement is falling, or there are open issues.
0 to 39, Critical. The relationship needs attention now.
Where you see it
Clients: on every Client in your book, and as a filter.
Client Detail: in the strip at the top, and as a trend over time on the Monitor tab.
Dashboard: as the number of Clients at risk in your book.
Steps
Read the band, not the exact number. The difference between 61 and 64 is noise; the difference between Neutral and At risk is not.
Read the direction. A Client at 72 who was at 86 a month ago needs more attention than a Client who has held steady at 58.
Read the reason. Open the Monitor tab and look at what happened in the period. Read a Health Score change walks through it.
What it is not
Not a performance figure. A Client can be up on the year and At risk.
Not a suitability or credit rating. Suitability lives on the Compliance tab.
Not a measure of the Relationship Manager. Luscent scores Client relationships, never the people who manage them.
COMPLIANCE NOTE. The Health Score helps you decide where to look first. It decides nothing about the Client, and the Client never sees it.