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Overview

Stanna’s AI-powered health scoring system automatically evaluates the strength of your client relationships on a scale of 0-100. This score is the foundation for identifying at-risk clients, expansion opportunities, and overall portfolio health.
Client health score of 87 with trend indicator and attribution details

Health score visualization in client dashboard

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How Health Scores Work

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Score Range & Meaning

  • 🔴 0-40: At Risk - Immediate attention required
  • 🟡 41-70: Healthy - Monitor regularly
  • 🟢 71-100: Thriving - Expansion opportunity

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Default Starting Score

New clients begin with a neutral score of 50 until sufficient data is collected to calculate an accurate health score.

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Scoring Factors

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Primary Inputs

Gmail Integration Data:
  • Tone analysis of email communications
  • Response time patterns
  • Frequency of positive vs. negative interactions
  • Client engagement with your outreach
Weight: High impact on overall score
Intercom Integration Data:
  • Support ticket sentiment and resolution
  • Escalation frequency and severity
  • Customer satisfaction ratings
  • Issue resolution time trends
Weight: Moderate to high impact
HubSpot Integration Data:
  • Meeting attendance and engagement
  • Deal progression and pipeline health
  • Contact activity and responsiveness
  • Account expansion or contraction signals
Weight: Moderate impact
Business Indicators:
  • Payment history and billing issues
  • Renewal date proximity and likelihood
  • Contract value changes
  • Usage patterns (if available)
Weight: High impact for revenue risk

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Temporal Weighting

Recent interactions have more influence than older ones:
  • Last 7 days: Maximum weight (100%)
  • Last 30 days: High weight (70%)
  • Last 90 days: Moderate weight (40%)
  • Older than 90 days: Low weight (20%)

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Score Attribution

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Understanding Score Changes

Every health score recalculation includes detailed attribution:
  • Reason: What caused the score to change
  • Delta: How much the score increased or decreased
  • Impact Factors: Which interactions influenced the change
  • Timestamp: When the change occurred

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Accessing Attribution Data

View score attribution details:
  1. Client Profile: Click on any client’s health score
  2. API Access: GET /api/clients/:id/attributions
  3. Manual Attribution: POST /api/clients/:id/attribute to add context
API Example: 
curl -X GET "https://api.gostanna.com/api/clients/client_123/attributions?workspaceId=yourcompany.com" \
  -H "Authorization: Bearer sk-your-api-key-here"
Response: 
{
  "attributions": [
    {
      "date": "2024-01-31T10:30:00Z",
      "scoreDelta": -5,
      "reason": "No email response in 7 days",
      "factorType": "email_engagement",
      "weight": 0.3,
      "previousScore": 78,
      "newScore": 73
    },
    {
      "date": "2024-01-30T14:15:00Z",
      "scoreDelta": 8,
      "reason": "Positive meeting feedback",
      "factorType": "meeting_sentiment",
      "weight": 0.4,
      "previousScore": 70,
      "newScore": 78
    }
  ]
}

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Common Score Drivers

Positive Drivers:
  • Positive email responses and engagement
  • Successful issue resolution
  • Meeting attendance and participation
  • On-time payments and contract renewals
Negative Drivers:
  • Support escalations or complaints
  • Reduced email engagement or ignored messages
  • Missed meetings or delayed responses
  • Billing issues or payment delays

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Customizing Health Scores

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Risk Thresholds

Adjust what scores trigger alerts:
  1. Default: Scores ≤40 are considered “at risk”
  2. Custom Thresholds: Set your own risk levels per workspace
  3. Industry Adjustment: Different thresholds for different client types

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Manual Overrides

When automated scoring doesn’t reflect reality:
  • Manual Attribution: Add context explaining score changes
  • Temporary Adjustments: Account for known circumstances
  • Permanent Overrides: For clients with unique situations
Adding Manual Attribution via API: 
curl -X POST "https://api.gostanna.com/api/clients/client_123/attribute?workspaceId=yourcompany.com" \
  -H "Authorization: Bearer sk-your-api-key-here" \
  -H "Content-Type: application/json" \
  -d '{
    "reason": "Client mentioned budget constraints but confirmed renewal",
    "impact": "positive",
    "weight": 0.2,
    "notes": "Temporary concern, renewal confirmed in call"
  }'
Recalculating Health Scores: If you need to trigger a recalculation of health scores (for example, after adding manual attributions): 
curl -X POST "https://api.gostanna.com/api/clients/client_123/recalculate-score?workspaceId=yourcompany.com" \
  -H "Authorization: Bearer sk-your-api-key-here"

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Using Health Scores Effectively

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Daily Workflow Integration

1

Morning Review

Check the at-risk clients list on your dashboard for immediate priorities
2

Score Change Alerts

Review clients with significant score drops (≥10 points) in the past 24 hours
3

Proactive Outreach

Contact clients with declining trends before they become at-risk
4

Expansion Identification

Identify high-scoring clients (≥80) for potential upsell opportunities

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Team Management

For CS Professionals:
  • Focus on clients with scores 41-60 to prevent churn
  • Use score attribution to understand client concerns
  • Track your portfolio’s average health score over time
For CS Directors:
  • Monitor team performance through portfolio health trends
  • Identify training opportunities based on common score drivers
  • Allocate resources based on client risk distribution
For Leadership:
  • Track overall portfolio health as a leading indicator
  • Measure correlation between health scores and revenue outcomes
  • Make strategic decisions based on client health patterns

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Best Practices

Regular Monitoring

Check health scores weekly, not daily, to avoid over-reacting to normal fluctuations

Context is Key

Always investigate score changes - the story behind the score matters more than the number

Proactive Approach

Act on declining trends (41-60) before clients become at-risk (≤40)

Team Calibration

Regularly discuss score interpretations with your team to maintain consistency

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Troubleshooting

Check these factors:
  • Are all positive interactions being captured by integrations?
  • Is there recent negative interaction data skewing the score?
  • Has the client had recent billing or support issues?
Solutions:
  1. Review integration sync status and completeness
  2. Add manual attribution explaining positive context
  3. Check for recent negative interactions that need context
Common causes:
  • Integration sync issues preventing new data
  • Insufficient interaction data for recalculation
  • Client domain mismatch between systems
Troubleshooting:
  1. Check integration status at /api/integrations/status
  2. Verify recent interactions exist in source systems
  3. Trigger manual sync if needed
Understanding score volatility:
  • New clients may have unstable scores until sufficient data is collected
  • Infrequent interactions can cause larger score swings
  • Integration backfill may temporarily affect historical scoring
Stabilization strategies:
  1. Allow 30-60 days for new clients to develop stable scores
  2. Focus on trends rather than individual score values
  3. Use manual attribution to provide stability context
Advanced Scoring: Enterprise customers can access custom scoring weights and advanced attribution features. Contact support@gostanna.com for details.