Key Performance Indicators

  • 30 November 2022
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Key Performance Indicators
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Key Performance Indicators, or KPIs, are the broad categories of dynamic data that involve.ai’s models use to predict customer health scores. KPIs appear as colorful columns in your dashboard and display a roll up of high, medium, or low.  Almost all of your customers’ behavioral data will roll up into one of these categories.  KPIs include:

  • Product usage could include measures like purchases, login frequency, transactions completed, number of users, or other metrics related to how customers consume your unique product(s).
  • Interaction frequency entails how often your team connects with your customer stakeholders, whether through emails, meetings, texts, etc.
  • CSat and NPS take into account all quantitative survey measures.
  • Number and severity of support tickets - No matter how support issues are reported, their quantity and level of severity will roll up in these categories.
  • Sentiment is a roll up of all qualitative data, analyzed for how the customer is feeling about renewal, collected from surveys, support tickets, and / or an email integration, among other channels.
  • Customer Owner Pulse is where CSMs, Account Managers, and other customer facing roles can enter their perspective on a customer’s health.

Since so much data can roll into these broad categories, you also have an option to toggle on a Detailed View to see specific metrics on each customer.

 


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