Every account in Zudo has a health score — a number from 0 to 100 that reflects the overall state of your relationship with that customer. Zudo calculates this score automatically each day, so you always have a current read on your book of business without any manual work.
How the score is calculated
The health score is a weighted average of five factors. Each factor is scored from 0 to 100, and the factors are combined using configurable weights to produce the final score.
If a factor has no data (for example, no email threads exist yet), Zudo either applies a neutral score or excludes that factor and redistributes its weight — so accounts aren’t unfairly penalized for missing data.
Scoring factors
Email Response Time
Measures how quickly your team responds to customer emails over the last 90 days.
| Average response time | Score | Rating |
|---|
| Under 4 hours | 100 | Excellent |
| Under 12 hours | 80 | Good |
| Under 24 hours | 60 | Fair |
| Under 48 hours | 40 | Poor |
| 48 hours or more | 20 | Needs improvement |
If there are no email threads to analyze, this factor returns a neutral score of 50.
Open Requests
Measures the number of unresolved feature requests currently linked to the account.
| Open requests | Score | Rating |
|---|
| 0 | 100 | Excellent |
| 1–2 | 80 | Good |
| 3–5 | 60 | Fair |
| 6–10 | 40 | Poor |
| More than 10 | 20 | Needs attention |
Meeting Frequency
Measures how many meetings you’ve held with the account in the last 6 months.
| Meetings in last 6 months | Score | Rating |
|---|
| 24 or more | 100 | Excellent |
| 12–23 | 80 | Good |
| 6–11 | 60 | Fair |
| Fewer than 6 | 40 | Few meetings |
Zero meetings scores as 40 (poor), not as missing data. Regular engagement is expected — accounts with no meetings are flagged accordingly.
Issue Resolution
Measures the average number of days to resolve engineering issues linked to this account’s requests over the last 90 days.
| Average resolution time | Score | Rating |
|---|
| Under 3 days | 100 | Excellent |
| Under 7 days | 80 | Good |
| Under 14 days | 60 | Fair |
| Under 30 days | 40 | Poor |
| 30 days or more | 20 | Needs improvement |
If no issues have been resolved in the last 90 days, this factor returns 70 — having no issues that needed resolution is generally a positive sign.
Recent Activity
Measures how many days have passed since the last touchpoint (email or meeting) with this account.
| Days since last activity | Score | Rating |
|---|
| Under 3 days | 100 | Very recent |
| Under 7 days | 80 | Recent |
| Under 14 days | 60 | Fair |
| Under 30 days | 40 | Stale |
| 30 days or more | 20 | Needs attention |
If there is no recorded activity at all, this factor scores 20. Accounts with zero interaction history are considered at risk.
Default weights
The weight of each factor determines how much it influences the final score. Your admin can customize these weights in settings.
Without CSM Pulse
| Factor | Default weight |
|---|
| Email Response Time | 25% |
| Open Requests | 20% |
| Meeting Frequency | 20% |
| Issue Resolution | 20% |
| Recent Activity | 15% |
With CSM Pulse
When you set a CSM Pulse on an account (and it was set within the last 90 days), the weights shift to give your assessment a meaningful role:
| Factor | Default weight |
|---|
| Email Response Time | 20% |
| Open Requests | 16% |
| Meeting Frequency | 16% |
| Issue Resolution | 16% |
| Recent Activity | 12% |
| CSM Pulse | 20% |
If you haven’t set a CSM Pulse, that 20% is redistributed proportionally across the other five factors — accounts without a pulse score aren’t penalized.
Health tiers
The final score maps to one of four tiers, each with a color indicator:
| Tier | Score range | Color |
|---|
| Healthy | 80–100 | Green |
| Needs Attention | 60–79 | Yellow |
| At Risk | 40–59 | Orange |
| Critical | 0–39 | Red |
CSM Pulse
CSM Pulse lets you inject your own qualitative read into the health score. When your gut tells you something the data doesn’t show — a sponsor leaving, a budget freeze, a surprise expansion — you can set a Pulse score (1–10) with a required note to document your reasoning.
To set a CSM Pulse, navigate to the account page and find the CSM Pulse section. Enter a score from 1 to 10 and add a note explaining your assessment.
Learn more about CSM Pulse
Extreme Pulse Amplification
When you set a Pulse of 1 or 10, Zudo treats this as a high-conviction signal and applies special handling:
- Pulse = 1 guarantees the account lands in the Critical tier, regardless of how the automated metrics look.
- Pulse = 10 guarantees the account lands in the Healthy tier, even if the automated metrics are poor.
This is designed for situations where you have direct knowledge that automated data can’t capture — for example, a customer who told you they’re switching vendors next month, or one who just signed a three-year expansion deal.
In addition to the tier guarantee, the Pulse weight is also amplified (1.5× by default) to give your assessment more influence in the weighted calculation.
Extreme scores (1 or 10) expire after 30 days rather than the standard 90 days. You’ll need to refresh the Pulse more frequently when using extreme ratings.
Tier drop alerts
When an account’s health tier drops — for example, from Healthy to Needs Attention — Zudo automatically:
- Creates a task assigned to you titled “Health score dropped to [Tier] for [Account Name]”, with HIGH priority if the account dropped to Critical.
- Sends you an email notification with the account name, previous tier, new tier, current score, and a direct link to the account.
Alerts trigger only on tier drops. Tier improvements do not generate alerts.
Configuration
Your organization’s health score weights, tier thresholds, and factor benchmarks are all configurable. If the defaults don’t match your business model, ask your admin to adjust them in Health Score Settings. 