Customer success report · Weekly or monthly
Customer Cohort Health
Explain health movement by cohort and connect aggregate signals to the accounts and actions behind them.
- For customer success, product, support, and leadership
What this report tells customer success about health
One number, then the reasons behind it: NPS by cohort age, what promoters keep saying, and the behaviour that separates healthy accounts.
On the page
- NPS and its change on last month
- Score by cohort age
- The most repeated promoter phrases
- The finding the team should act on
Customer Success
May 2024
Net Promoter Score · the only number that matters
+62↑ from +54 last month
By cohort age
- New (< 30 days) +71
- 1-3 months +68
- 3-6 months +64
- 6-12 months +58
- 1 year + +54
What promoters keep saying
- 47 "Saved my Monday morning"
- 31 "Finally, real publishing"
- 24 "It just runs"
Customers who use scheduled delivery 3+ times in their first month score 23 points higher at the 90-day mark.
Evidence contract
What a production version needs
Product usage and account attributes
Support, relationship, renewal, and risk signals
Health definitions, owners, and interventions
Recurring workflow
From governed evidence to an approved delivery
- Refresh governed customer-health signals.
- Compare cohorts and inspect the accounts behind changes.
- Review interventions and deliver the appropriate edition.
Build the production report behind the plate
Connect your data, keep this design, and set the review and delivery schedule.