Customer Health Score Review SOP

Standard procedure for reviewing customer health scores, validating data sources and scoring weights, maintaining review cadence, and triggering interventions for at-risk accounts.

Steps

• Confirm the review cadence and account list
  The reviewer confirms the scheduled review cadence, the reporting period, and the full list of accounts in scope. The reviewer verifies that no required account segment is missing from the review set.
• Validate the data sources feeding the score
  The reviewer checks each source used by the health score model and confirms that the data is current, synchronized, and free of obvious gaps or duplication. The reviewer records any source outage, sync delay, or missing field as a deviation.
• Check scoring weights and thresholds against the approved model
  The reviewer compares the live scoring weights, thresholds, and component definitions against the approved model documentation. The reviewer confirms that any model changes were authorized and documented before use.
• Review customer health score trends and identify deviations
  The reviewer analyzes score trends for each account and identifies accounts with declining health, sudden score changes, or repeated low-score readings. The reviewer flags any deviation from expected account behavior for follow-up.
• Classify at-risk accounts and assign escalation priority
  The reviewer classifies each flagged account by risk level using the approved criteria. The reviewer assigns escalation priority based on severity, renewal timing, customer impact, and open issues.
• Trigger the intervention and escalation workflow
  The reviewer creates or updates the escalation record, assigns an owner, sets a due date, and documents the intervention plan. The reviewer notifies the appropriate role according to the escalation matrix and records the trigger reason.
• Document review results and non-conformances
  The reviewer records the review date, scope, key findings, data issues, scoring issues, and any non-conformance. The reviewer includes follow-up actions for unresolved items and links supporting evidence where required.