Consulting Client Health Scores

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Onboarding Health Score

The Onboarding Health Score is used to monitor the onboarding process for new clients.  It tracks prompt payment, prompt completion of onboarding tasks, and their overall satisfaction with the onboarding process. 

This document outlines how the scores are calculated. In most cases, scores are calculated automatically as the client completes tasks. However, when a client completes work outside the normal process, such as sending information by email rather than using a form, it may be necessary for the consultant to check off successful completion in HubSpot. (See “Properties that May Need to be Set Manually.”)

Additionally, it is important to use the correct purpose tags in Avoma when setting up a client meeting (See “Avoma Score Properties.”)

Onboarding Health Score Calculation

The Onboarding Health Score starts at 100 when a Deal is marked closed won in the APP Sales Pipeline.  Scores are reduced when the client fails to meet certain targets as defined below.

It is calculated and displayed on the record when Active Programs = Agency Assessment and a Deal in the APP Sales Pipeline has closed in the last 30 days. 

• This workflow controls this: [Health Scores] Ready for Onboarding Health Score - Yes

It is removed from the record when the first Assessment Follow-Up Call has passed. It then enters the Agency Assessment Health Score Process. 

• This workflow controls this: [Health Scores] Ready for Onboarding Health Score - No

The current scoring is detailed in the table below.  This may change over time.  For the most current scoring criteria, click here.

Payment Processed After Signing (If payment is made offline, this may require manual input. See “Properties that may need to be set manually”	2-4.9 Days	-2 Points
	5-6.9 Days	-3 Points
	7+ Days	-5 Points
Days to Client Onboarding Survey Received	2-4.9 Days	-2 Points
	5-6.9 Days	-3 Points
	7+ Days	-5 Points
Days From Team List Received to Assessment Kick-Off Call	2-3.9 Days	-2 Points
	4-5.9 Days	-3 Points
	6+Days	-5 Points
Days Between Team Interview Schedules Confirmed and Interview Start Date	3-6.9 Days	-2 Points
	1 - 2.9 Days	-3 Points
	<1 Day	-5 Points
Days Between First Reporting Ticket and AG Initial Data Received (If deat is not delivered by a form, this may require manual input. See “Properties that may need to be set manually”	7 - 13.9 Days	-2 Points
	1 - 6.9 Days	-3 Points
	< 1 Day	-5 Points
Interview Score: Please rate your interview experience with your performance partner. (From HubSpot Feedback Surveys)	6-8	-10 Points
	<6	-20 Points
Leadership Day Score: How would you rate the overall Leadership Day Experience? (From HubSpot Feedback Surveys)	6-8	-10 Points
	<6	-20 Points
Leadership Day Score: How would you rate the overall onboarding experience? (From HubSpot Feedback Surveys)	6-8	-10 Points
	<6	-20 Points
Days to Upload Calls (If the client selects Secret Shoppers, this will not be calculated.)	8-14.9	-2 Points
	15+	-3 Points
Days to Select Secret Shopper (If the client uploads calls, this will not be calculated.)	15-21.9	-2 Points
	22+	-3 Points
Days Between Onboarding Course Completed and Planning Day	3-6.9	-2 Points
	1-2.9	-3 Points
	<1 Day	-5 Points
Avoma Average Score (This is the average Avoma score of all calls, regardless of call type.)	2-3.9	-10 Points
	<2	-20 Points
	>4	+20 Points

Properties that may need to be set manually.

The following properties must be populated during client onboarding to ensure the health score is calculated correctly.  

Many of these are populated automatically when data is submitted via forms in the normal process.  However, if a client emails the information to the consultant outside the process, or a payment is processed offline, the consultant must manually fill out these properties. 

Note: these properties must be set promptly when information is received.  Completion is date-stamped. 

• “AG Initial Data Received” (Checkbox)

  • The workflow  [Onboarding Scoring] Set Date AG Initial Data Received will then date-stamp the day this property was completed in the property “Date AG Initial Data Received.”

• “Date of First Payment on a Deal in ARR Sales Pipeline:” 
  • This is set automatically by the Workflow [Onboarding Scoring] Set Date of First Payment on a Deal in ARR Sales Pipeline if payment is made online. But you may need to set this date manually if the payment is made offline.
• “Assessment Interview Schedule Received” (Checkbox) - Set to “Yes” once the schedule is determined.
  • The workflow [Onboarding Scoring] Set Date Team Interviews Confirmed will then date-stamp the day this property was completed in the property “Date Team Interviews Schedule Confirmed.”
  • “Date Team Interviews Schedule Confirmed” is used to calculate the “Days to Select Secret Shopper” property, which is used in scoring.
• “Onboarding Course Completed” (Checkbox) - Set to “Yes” when the course is completed.
  • The workflow [Onboarding Scoring] Set Onboarding Course Completed Date will then date-stamp the day this property was completed in the property “Onboarding Course Completed Date.”
  • “Onboarding Course Completed Date” is used to calculate the “Days Between Onboarding Course Completed and Planning Day” property, which is used in scoring.
• “Recorded Calls Updated” (Checkbox) - Set to “Yes” when the selection process is complete.  
  • The workflow [Onboarding Scoring] Date Recorded Calls Uploaded is set to Yes, which will then date-stamp the day this property was completed in the property “Secret Shoppers Selected Date.”
    • “Secret Shoppers Selected Date” is used to calculate the days between that date, which is used to calculate the “Days to Upload Calls” property, which is used in scoring
• Assessment Users Received - Team List (Checkbox) - Set to yes when the list has been provided.
  • The workflow [Onboarding Scoring] Set Date Assessment Users Received will then date-stamp the day this property was completed in the property “Date Assessment Users Received.”
    • “Date Assessment Users Received” is used to calculate the days between that date, which is used to calculate the “Days from Team List Received to Assessment Kickoff Call” property, which is used in scoring.
      
      

Automatically Populated Properties

Set By Workflow

These properties are set by workflow when other events happen in HubSpot, and do not generally require manual intervention unless there is a data problem:

• “Date of First Closed Won Deal in the APP Sales Pipeline:”  Set by the workflow [Onboarding Scoring] Set Date of First Closed Won Deal in APP Sales Pipeline

• “Date of Last Client Onboarding Survey:” Set by the Workflow [Onboarding Scoring] Set Date of Last Onboarding Survey

• “Date First Ticket Goes into Weekly Reporting Status:” Set by the Workflow: [Onboarding Scoring] Set Date First Ticket Goes into Weekly Reporting Status

Set by external processes

• Avoma Average Score
  • This is the average Avoma Score of all calls with the client.  It is generated by an external process created by a third-party developer and pushed into HubSpot.

Feedback Surveys

These items are populated automatically when a customer submits a feedback score.

• Interview Score: Please rate your interview experience with your Performance Partners

• • This is copied from the Contact to the Company by the workflow: [Onboarding Scoring] Copy Team Interview Score to Company

• Leadership Day Score: How would you rate the overall leadership day experience?

• • This is copied from the Contact to the Company by the workflow: [Onboarding Scoring] Copy Leadership Day Score to Company

• Leadership Day Score: How would you rate your overall onboarding experience?

  • This is copied from the Contact to the Company by the workflow: [Onboarding Scoring] Copy Overall Onboarding Score to Company

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Assessment Client Health Score

The Onboarding Health Score is used to monitor the overall health of our assessment clients. It tracks client engagement, call performance, and their overall satisfaction with Agency Performance Partners. 

This document outlines how the scores are calculated. Scores are calculated automatically as the client completes tasks.  However, it is important to use the correct purpose tags in Avoma when setting up a client meeting (See “Avoma Score Properties.”)

Assessment Client Health Score Calculation

The Assessment Client Health Score starts at 100 and decreases when the client fails to meet the targets defined below.  

It is calculated and displayed on the record when “Assessment Team Planning Day”  = TODAY or “Emerging Agency: Leadership Day 2” is TODAY. 

• This is controlled by the workflow: [Health Scores] Ready for Health Score

The current scoring is detailed in the table below. This may change over time.  For the most current scoring criteria, click here.

Company NPS (From HubSpot Feedback Surveys)	6-8	-10 Points
	<5	-20 Points
Avoma Average Score (This is the average Avoma score of all calls, regardless of call type.)	2-3	-10 Points
	<2	-20 Points
	>4	+20 Points
Team Post Agency 2.0 Survey (From HubSpot Feedback Surveys)	<7	-7 Points
Last Inbound Activity Date	>30 Days ago	-10 Points

Automatically Populated Properties

Set by HubSpot

• Last Inbound Activity Date

• This score is derived from the associated client contacts and reflects the last date on which an email (including replies and other inbound emails) or an inbound call was received from the client.

Set by external processes

• Avoma Average Score

• This is the average Avoma Score of all calls with the client.  It is generated by an external process created by a third-party developer and pushed into HubSpot.

Feedback Surveys

These items are populated automatically when a customer submits a feedback score.

• Company NPS

• • This is a rollup calculation that averages all NPS scores submitted by the client.

• Overall Agency 2.0 Experience Score
  • This is a rollup calculation that averages all scores on the “Post Assessment Agency 2.0 -Team Member Survey” submitted by the client.

 

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