What moves the Health Score
The Health Score follows four things about a Client relationship: contact, tone, open issues and the portfolio. Here is what each one means, and what the score leaves out.
Common questions
Is the Health Score a churn prediction? No. It reads the current state of the relationship. Churn Signals are raised separately, from what Clients write and say.
Does Luscent score Relationship Managers? No. The Health Score belongs to the Client relationship. There is no score, rate or ranking for Relationship Managers.
Can a Client be Healthy with an open Signal? Yes. A Signal says that one thing changed; the score weighs it with contact, tone and the portfolio.
What moves it
Contact. How often you and the Client are in touch, against the rhythm expected for the Client's segment. A Client who stops replying moves the score down.
Tone. The sentiment of the Client's messages and meetings, read from your communications.
Open issues. Open Signals on the relationship, compliance included, weigh on the score until they are resolved.
Portfolio. How the Client's portfolio is doing against its mandate.
What does not move it
Looking. Opening a Client, a Signal or a source exchange changes nothing.
Who is looking. There is one score per Client relationship, the same for every Relationship Manager, and no score for Relationship Managers.
Score and Signals
The Health Score and Signals answer different questions. A Signal says that one thing changed. The score says how the relationship stands overall. A Client can carry an urgent Signal and still be Healthy, and a Client can slide into At risk through slow drift without any single Signal saying so.
NOTE. Improving the score is never the goal. Looking after the relationship is; the score follows.