Hear about a slipping account before the client does
A 0–100 score per client built from six things that already happen in the platform — kept check-ins, recent contact, support responsiveness, delivery, contracts and satisfaction — each with a sentence explaining it, and a notification when a client drops a band.
A customer health score is a single number that says how a client relationship is going, built from signals rather than gut feel. Customer-success tools do this for software products from usage data; a services firm has no usage to measure. AspirePro scores what a services relationship actually runs on — whether you kept the check-ins you promised, when you last spoke, whether their tickets got answered on time, whether delivery is on schedule, whether there is a contract underneath, and what they said in surveys — and explains every part of the number in plain words.
A sentence behind every number
"2 of 14 tickets missed their target in 90 days." Each contributor comes with the fact that produced it, so the score is never a bare number to argue with.
Only what has data counts
A client with no projects is not failing on delivery; that contributor is simply absent and the weights rebalance. Only things that have happened count.
A notification when a band drops
Healthy, Watch, At risk. When a client drops a band, its owner gets one notice naming the previous score and the weakest signal — and nothing for a wobble from 82 to 80.
Six contributors, each with its weight
Goal compliance — how many of the lifecycle periods that closed in the last year were met. Engagement — how recently anyone actually spoke to the client. Responsiveness — the share of recent tickets answered inside their target. Delivery — open project tasks that are not overdue. Commercial — invoices paid on time, capped by whether there is a live agreement. Satisfaction — positive survey responses in the last six months.
- Weights of 30, 20, 20, 15, 15 and 15, rebalanced when a contributor has no data
- Commercial cannot score high without a contract in force — paying on time never hides a missing agreement
- A scheduled meeting counts only after it has happened
Healthy, Watch, At risk — and one notice per drop
Scores fall into three bands: Healthy at 80 and above, Watch from 60 to 79, At risk below 60. When a client drops a band, the company owner gets one notification naming the previous band and score and the weakest contributor's sentence. Band changes only, once per drop.
- A sortable Health column on the companies list and the lifecycle worklist
- The score on the company's Overview card and Lifecycle tab
- Internal only — clients never see it, in the portal or anywhere else
Not every company is scored — deliberately
Health measures a relationship you are actively running, so scoring starts once there is something real to measure: an active lifecycle, logged activity, a recent ticket, a live project, an invoice, an agreement or a survey. Statuses and types can be opted out, so a dormant or former client — or a prospect you logged one call with — is never flagged at risk.
- Not scored yet, Scored, or Excluded — every screen says which
- Inactive, Dormant and Past Client are opted out by default
- Recalculate on demand after closing tickets or logging a review
Turn it off, or keep the score and drop the notices
Client health is on for every organization, and two switches cover the ones that don't want it: stop scoring altogether — every health surface disappears — or keep scoring and stop the notifications. Nothing is deleted by either; switching back on resumes at the next nightly run without paging anyone for what slipped meanwhile.
- Score client health: on or off
- Send client health notifications: on or off
- Both changes written to the audit log
How a score comes together
Run the relationship
Lifecycle check-ins, tickets, projects, agreements, invoices and surveys all happen where they already happen.
The score is measured nightly
Each contributor with data is scored and explained; the weights rebalance around what exists.
A drop gets one notice
When a client crosses into a lower band, its owner hears about it once, with the weakest signal named.
Act on the sentence
Book the overdue review, chase the missed ticket target, renew the lapsed agreement — the score tells you which.
What Client Health connects to
Nothing here is a standalone tool — each of these reads the same clients, people and permissions.
Frequently asked questions
What is a client health score?
How is it different from a customer success platform?
Why is a client 'not scored yet'?
Will prospects and former clients show up as at risk?
When do I get notified?
Can we turn it off?
Read the documentation
The full how-to for this module, written for the people who use it every day.
Bring your whole services business together
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