If you’re in customer success, you’ve probably heard that “customer health scores” are the secret to keeping accounts happy and preventing churn. Truth is, most health scores are either ignored or so vague they’re useless. But if you set them up right, they’re actually helpful—and yes, you can do it in Kapta without getting lost in the weeds. This guide is for hands-on folks who want practical steps, not fluffy promises.
Let’s get into exactly how to build and use customer health scores in Kapta, from setup to day-to-day use. We’ll call out what matters, what doesn’t, and how to avoid common traps.
1. Know What a Customer Health Score Is (and Isn’t)
Before you even log in to Kapta, get clear on this: a health score is a signal, not a crystal ball. It won’t magically predict churn or retention—but it will help you spot issues early, so you’re not blindsided.
A good health score combines a few data points to give you a quick read on how a customer’s doing. Too many teams try to cram in everything under the sun and end up with a noisy, confusing mess. Resist the urge to overcomplicate.
Pro tip: If your team ignores health scores, they’re probably too complex or too arbitrary. Simpler is better.
2. Decide What Actually Matters for Your Business
Don’t just copy someone else’s health score recipe. What shows risk or success for your customers? Usually, it’s some mix of:
- Product usage: Are they actually logging in and using the core features?
- Engagement: Do they answer emails, join calls, or go quiet?
- Support tickets: Are they always asking for help—or never reaching out at all?
- Renewal history: Are they up for renewal soon? Have they expanded (or shrunk) before?
- Relationship: Has their champion left? Are you talking to decision makers?
Pick 3–5 metrics you can actually track. If you can’t measure it, skip it.
What to ignore: Vanity metrics, like “number of meetings held,” if they don’t tie back to real value.
3. Map Your Metrics to Kapta Fields
Now, crack open Kapta. The system lets you track a bunch of things, but don’t get distracted. Here’s how to line up your chosen metrics:
- Custom Fields: Use these for health signals unique to your business (e.g., “Number of Active Users Last 30 Days”).
- Engagement Tracking: Log touchpoints—calls, emails, meetings—right in Kapta.
- Account Properties: Renewal dates, contract values, and main contacts can all be tracked at the account level.
You’ll probably need to work with whoever manages your Kapta setup to add or rename fields. Don’t let IT drag this out—clarity beats perfection.
4. Build Your Health Score Formula
Kapta lets you create health scores by combining different data points, usually as weighted values. Here’s how to do it without getting bogged down:
a. Assign Weights
Decide which signals matter most. For example:
- Product Usage: 40%
- Engagement: 30%
- Support Tickets: 20%
- Renewal Risk: 10%
Keep it simple. If you start fiddling with 10+ variables, you’ll end up with a score nobody trusts.
b. Choose Scoring Ranges
For each input, define what’s “good,” “meh,” or “bad.” For example:
- Product Usage:
- Green: 80%+ active users
- Yellow: 50–79%
- Red: <50%
- Support Tickets:
- Green: <2 per month
- Yellow: 2–5
- Red: >5
You can use Kapta’s built-in scoring system to set these thresholds.
c. Set Up Calculation in Kapta
- Go to your Kapta admin panel.
- Find the “Health Score” configuration.
- Add each metric as a field, assign your weights, and set the scoring ranges.
- Kapta calculates the composite score for you—no spreadsheets needed.
Pro tip: Don’t stress about the perfect formula. Get a basic version live, then tweak it as you learn.
5. Make Health Scores Visible and Useful
A health score buried in a dashboard helps no one. Here’s how to make them actually useful in Kapta:
- Display on Account Overview: Make sure the score (plus a red/yellow/green indicator) shows up front and center.
- Sort Your Accounts: Use the score to prioritize accounts in your daily/weekly reviews.
- Notifications: Set up alerts for when a score drops (or jumps)—but don’t go overboard, or folks will ignore the noise.
What works: Simple color coding, clear explanations of what drives the score, and quick links to dig deeper.
What doesn’t: Forcing CSMs to write essays every time a score changes. Focus on action, not paperwork.
6. Train Your Team to Use (Not Ignore) Health Scores
A health score isn’t magic—it’s a tool. If your team doesn’t trust it, they’ll work around it. Here’s how to drive adoption:
- Explain the logic: Walk through what goes into the score and why.
- Review regularly: Make health scores part of your weekly check-ins or pipeline reviews.
- Gut check: Encourage folks to flag when a score feels “off”—then adjust your metrics if needed.
Pro tip: If CSMs keep saying “That customer’s green but I know they’re at risk,” your formula needs work.
7. Use Scores to Drive Real Retention Actions
Don’t just watch numbers go up and down—tie your health scores to actual playbooks. In Kapta, you can:
- Trigger Tasks: When a score goes red, assign a check-in or escalation task.
- Document Actions: Log what you did to address risk or improve the relationship.
- Track Outcomes: Did your intervention actually help? Adjust your score logic based on real results.
If you’re just sending “health reports” to execs, you’re missing the point. Use scores to do something, not just to know something.
8. Review and Refine Over Time
Health scores are never “done.” Check every quarter (or sooner):
- Are the right customers showing up as red/yellow/green?
- Did any churns catch you by surprise, and why?
- Are CSMs actually using the scores to drive their work?
Tweak your formula, drop metrics that don’t matter, and add new ones if you find a better signal.
What to ignore: Endless debates about “the perfect score.” Good enough beats perfect if it helps you take action.
Wrapping Up: Keep It Simple, Iterate, Repeat
Customer health scores in Kapta can make your retention efforts smarter—if you keep them straightforward and actionable. Start with a few clear metrics, make the score visible, and link it to real actions. Don’t get paralyzed by overthinking. Ship your MVP, see how it works, and adjust.
Remember: your goal isn’t to stare at dashboards—it’s to keep customers happy and around. Health scores are just a tool. Use them, don’t worship them. Now go set it up and see what you learn.