Skills RevOps
Support signal in a customer health score
Most health scores are a weighted average of whatever was available, with weights someone chose in a meeting, rendered as red/amber/green. They feel useful and predict very little — and because nothing ever tests them, the weights survive for years.
npx rulebase-skills install cx-customer-health-scoreWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “build a customer health score”
- “add support signal to health scoring”
- “our health scores don't predict churn”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Validate first, design second
Before adding a single support signal, establish what the score is for: Churn or non-renewal, Expansion likelihood, Intervention triage.
Which support signals actually carry information
In rough order of usefulness, and all of them need testing on your own data: Service attainment against the account's own tier, not the org average, Sentiment trajectory, Champion contact going quiet after a period of engagement.
Design rules that keep it honest
Composite scores hide the thing you need. An account can reach amber through six mediocre inputs or through one severe unresolved failure, and those need different responses. Always surface the top contributing factors alongside the score; a number with no reason attached gets ignored, then gamed.
Auditing an existing score
When the complaint is "our health scores don't predict churn", check in this order.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
