Keepnet Labs · Product management
Customer Health Score Visualization
Turning customer signals and direct feedback into a health score that teams could use.
Context
The project
A customer journey becomes more actionable when teams can see which accounts may need attention. At Keepnet Labs, the health score work sat beside the free-to-paid pipeline covering 11,000 users and 4,000 companies. It brought product engagement signals and customer feedback into a common view for product, marketing, customer success, and sales.
Product perspective
The problem behind the pages
A score is only useful when its meaning is understood and someone can respond to it. The work therefore joined measurement with a direct customer feedback loop, so account signals could inform product decisions and follow-up.
My role
What I brought together
I initiated the health score idea, helped design the journey around it, built the integration logic with Vitally, and chose the metrics that would define the score. I also configured a poll system and a feedback route between customers and the product team.
Define
Select the customer behaviors and metrics that matter.
Connect
Design the Vitally integration and health score logic.
Respond
Route poll feedback back to the product team.
Delivery
What the work produced
The health score system was reported to help reduce churn by 30%. Across the related pipeline work, free-to-paid conversion rose from 2% to 3% over two months.
The website today
Explore the live experience
The current website gives a view of the product experience. It may include features and content added after my project.
- The current platform emphasizes human risk signals, simulation, reporting, and response.
- That product context is separate from the customer health score project described here.
The journey behind this work
Keepnet Labs · Product Manager ↗