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Account Health Score

The account health score is the composite output of evaluating all scoring rules across 8 categories. It provides a single 0-100 measure of overall account health, updated continuously.

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How It’s Calculated

The health score is a weighted blend of 6 measurable components. When NPS/sentiment data is available (from Wootric, Delighted, or CRM), the model uses all 6 components. When NPS data is unavailable, the Engagement weight is increased to compensate, and Satisfaction is excluded.

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Components and Weights

With NPS data available (6-component model): Without NPS data (5-component model):

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What Feeds Each Component

Data source: Contact records synced from your CRM (Salesforce contacts, HubSpot contacts).Each contact has an engagement_score field (0-100). The component averages the engagement scores of all active (non-INACTIVE) contacts on the account.How to improve it: Increase rep activity on the account — log meetings, emails, and calls. Multi-thread across more contacts.
Data source: Contact role flags synced from your CRM — is_champion, is_exec_sponsor, and buying_role fields.Scoring breakdown:
  • Champion identified: +35 points
  • Executive sponsor active: +30 points
  • Economic buyer identified: +20 points
  • Multi-threading bonus: +5 points per active contact (max 15 points)
  • Maximum: 100 points
How to improve it: Tag champions and executive sponsors in your CRM. Identify the economic buyer on each account. Build relationships with multiple contacts.
Data source: account_products.adoption_pct — populated by product usage connectors (Pendo, Mixpanel, Amplitude, Segment, Heap, Mode Analytics) or manually maintained.The component averages adoption percentages across all products on the account.How to improve it: Drive feature adoption through onboarding, training, and enablement. Connect a product usage tool to get real-time adoption tracking.
Data source: Activities table — emails, meetings, and calls synced from Google Workspace, Microsoft 365, and CRM task records.Scoring curve:
  • Within 7 days: 100
  • Within 14 days: 80
  • Within 30 days: 60
  • Within 60 days: 30
  • Over 60 days: 10
How to improve it: Maintain regular touchpoints. Set up automated activity logging via email/calendar integration.
Data source: Computed from the Renewal Risk score (see Renewal Risk). This component is the inverse of renewal risk: healthy renewals contribute positively to the account health score.How to improve it: Address the factors driving renewal risk — engagement decay, support burden, stakeholder turnover, and executive sponsor gaps.
Data source: accounts.nps_score — populated by NPS connectors (Wootric, Delighted) or synced from CRM fields.NPS is normalized to a 0-100 scale. When NPS data is unavailable, this component is excluded and the Engagement weight is increased from 20% to 25%.How to improve it: Connect an NPS tool (Wootric or Delighted) and proactively address detractor feedback.

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Scoring Categories

The health score also incorporates signals from the 8 scoring rule categories. Rules within each category can trigger signals and generate score adjustments:

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Account Priority Score

A separate computed score determines which accounts deserve immediate attention. Priority considers multiple factors including:
  • Revenue at stake — Higher ARR accounts receive higher priority
  • Risk urgency — Accounts with elevated risk scores are prioritized
  • Expansion potential — Accounts with significant whitespace and growth signals
  • Engagement trajectory — Accounts with declining engagement trends
  • Territory impact — How much the account contributes to territory quota
  • Market context — Budget trends and institutional health (Starbridge-enhanced)
  • Strategic alignment — Whether the account aligns with strategic priorities
  • Technology spending propensity — Likelihood of continued/increased tech investment

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Health Trend

PILLAR tracks health score over time, enabling sparkline visualizations in dashboards so you can quickly see whether an account is improving, stable, or declining.

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Customization

All category weights, rule weights, and priority scoring parameters are configurable per organization. All weights shown above are the defaults. Your organization can customize component weights, rule weights, and priority parameters through Settings > Scoring > Weight Configuration.