Customer health score
One number out of 100 per customer, what goes into it, where it shows and how to tune it.
The health score sums up how well looked after a customer is in one number out of 100: backups, patching, security, SLA, satisfaction, overdue tickets, Microsoft 365 security, compliance and your own margin and unpaid invoices. It is kept every day, so you can see whether a customer is getting better or worse, and the parts dragging it down each link to where you fix them.
Where it shows
- The customer's overview: a Health score block near the top with the score, grade, the change over 30 days, a 90-day sparkline and the parts losing the most points. Show all parts lists every part.
- Home: for people who can see Reports, a list of customers whose health is poor or falling.
- Monthly customer reports: on the cover and in the summary.
- Reports > Customer reports: the score when each report was made.
- The customer list: the health column, which says when the score was measured when you hover it.
Each part shows its own score out of 100 and the reason, for example "Open detections: 1 critical, 2 high, 7 medium, 1 low" or "84.2% of devices compliant (16 of 19); 2 critical updates outstanding". Click through to the page where it is fixed.
Grades
| Grade | Score |
|---|---|
| Good | 75 or more |
| Fair | 50 to 74 |
| Poor | Below 50 |
A customer counts as falling when the score has dropped 10 points or more over 30 days.
A score needs enough to measure. A customer with too little set up (a new customer, or one with no backups, patching or tickets to judge yet) shows Not enough data yet with what is missing, rather than a score that looks good because nothing counts against it. On Home such customers sort last.
Some problems keep a score under Good however well the rest goes: while a customer has an open critical alert, or three or more open tickets past their resolution target, the score is held one point under the Good line, and the detail says why.
What goes into it
Each part is scored from 0 to 100 and counts its share of the total. The weights below are the defaults; a part's share is its weight over the sum of the weights in use (Settings shows each part's real share as a percentage beside it):
| Part | How it is scored | Default weight |
|---|---|---|
| Backup | Share of backup runs that succeeded over the look-back window, endpoints and Microsoft 365 together (a run with warnings counts half), less 10 points per protected device or tenant without a recent good backup. Full marks at 98%, none at 80% | 20 |
| Patching | Patch compliance today. Full marks at 95%, none at 70% | 20 |
| Security | 100 less points per open detection: 40 critical, 20 high, 8 medium, 2 low | 20 |
| SLA | Response and resolution targets met over the window. Full marks at 95%, none at 70% | 15 |
| Satisfaction | Share of good ratings over 90 days, with at least 3 ratings. Full marks at 95%, none at 60% | 10 |
| Overdue tickets | 100 less 20 points per open ticket past its resolution target. Three or more hold the score under Good | 5 |
| Open alerts | 100 less 15 points per open critical alert and 3 per open warning, from every area. While a critical alert is open the score stays under Good | 15 |
| Microsoft 365 | The lowest of three scores: the share of people who sign in with MFA registered (full marks at 100%, none at 80%), the tenant's Secure Score against its maximum (full marks at 70%, none at 40%), and open critical and high posture findings (25 points off per critical, 10 per high) | 10 |
| Fair use | For all-you-can-eat contracts with a fair use figure: support hours per user this month against it. Full marks up to it, none at twice it | 5 |
| Compliance | The average score of the compliance frameworks turned on for the customer, once one has data | 10 |
| Margin | Margin % over 90 days from profitability. Full marks at 40%, none at 10% | 10 |
| Invoices | Share of the last 12 months' invoices that are not overdue, less points for each overdue invoice by its age | 10 |
A part whose module is off, or that has nothing to measure for a customer, is left out and the others share its weight.
Note: Margin and invoices are your business, not the customer's. They count towards the score your staff see, but a customer's own report works its score out without them and never shows them. Staff without Finance view see the margin part's score but not the figure behind it, and staff who cannot see billing do not see the amounts behind the invoices part.
The Microsoft 365 part
The Microsoft 365 part is on by default. It looks at every Microsoft 365 tenant you manage for the customer and scores three things on their own: MFA coverage of the people who sign in, the Secure Score, and open posture findings at critical or high severity. The lowest of the three is the part's score, and its detail names all three, for example "88% of people have MFA (7 of 8); Secure Score 62%; 1 critical and 2 high findings open".
Findings follow your Microsoft 365 check settings: a check you switched off, or a risk the customer accepted, does not count, and the severity is the one you set. The part only counts once checks have run for a tenant. Because it is about the customer's own estate, it also counts in the score on their monthly report and in the portal.
Set its marks under Microsoft 365 in the settings: MFA full marks, MFA no marks, Secure Score full marks, Secure Score no marks, Points off, critical and Points off, high. If you would rather it did not count, switch it off there.
Changing the score
Go to Settings > Reports and open the Health score tab (administrators).
- Score customers: switch off to stop keeping and showing scores.
- Good from and Fair from: the grade boundaries.
- Look back: days used for backups and SLA (30 by default).
- Falling after: points down in 30 days before a customer counts as falling.
- Click Save.
Under What goes into it, switch parts on or off, set each weight (the percentages beside them show each part's real share), and set its marks: Full marks at, No marks at, Points off per device behind, points per open detection by severity, and the window and minimum ratings for satisfaction. Full marks must need a better figure than no marks.
Scores are kept once a day, so a change shows in each customer's score straight away and in the trend from the next day.
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