GoCSM Health Scoring System

The GoCSM scoring system is a powerful tool for quantifying customer engagement and success. Assigning points to various customer actions and interactions provides agencies with a clear picture of how well each customer is performing and where intervention might be needed.

Here's a breakdown of the current scoring system.

1. New SaaS User 

• Points: +30

2. User Feedback

• Very Happy: +50 points

• Happy: +25 points

• Neutral: -25 points

• Not Happy: -50 points

3. Feature Time Spent

• 30 minutes or more: +30 points

• 60 minutes or more: +60 points

• 120 minutes or more: +120 points

4. Monthly Login

• Points: +30

5. Payment Status

• Payment Success: +50 points

• Payment Failed: -50 points
  
  

6. Meeting Attendance

• Show Up: +30 points

• No Show/Cancelled: -30 points

Understanding the Impact

• High scores indicate engaged, satisfied customers who are likely to renew and possibly expand their usage.

• Low or declining scores may signal at-risk customers who need attention or intervention.

• The system balances product usage (feature time, logins) with customer sentiment (feedback) and financial health (payments).