Defining the Pulse Scale

When it comes to ClientSuccess’ six-point satisfaction scale, it’s important to have some general internal guidelines for customer success managers as they determine customer health. Guidelines create organization-wide consistency in the health of its customers. In this case, it helps if customer success teams sit down and determine which metrics they want to have as the standard for health.

Our six-point scale ranges from “Extremely Satisfied” to “Severe Risk”. Below you’ll find an example of what could be taken into consideration as teams create pulse guidelines. There is latitude for each company to determine the detailed definition of each status, but it’s the exercise around customer health consistency that really matters.