Reference table
Ways to test a health score compared
Backtest, survey, CSM calls and AI interviews on what a CS Ops lead needs
A comparison of four ways to check a customer health score: a backtest on past renewals, an NPS or CSAT survey, calls run by the account owner, and AI-moderated interviews. The criteria are the ones a CS Ops lead weighs: the reason behind a miss, sample coverage, independence, consistency, time to read and effort. Koji is the highlighted column.
Where this appears
What's in this reference table
| Backtest only | NPS or CSAT survey | CSM-run calls | Koji AI interviews | |
|---|---|---|---|---|
| Tells you why the score missed | No | Rarely | Yes | Yes, with follow-ups |
| Covers a stratified sample | Yes | Yes | Hard to staff | Yes |
| Independent of account owner | Yes | Yes | No | Yes |
| Same questions every time | Yes | Yes | No | Yes |
| Time to read across accounts | Fast | Fast | Slow, manual notes | Report builds as interviews finish |
| Effort per account | None | Low | High | Low |
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Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
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<a href="https://www.koji.so/visuals/health-score-calibration-methods-compared"><img src="https://www.koji.so/visuals/health-score-calibration-methods-compared/health-score-calibration-methods-compared.png" alt="Table comparing a backtest, NPS or CSAT surveys, CSM-run calls and Koji AI interviews for testing a customer health score." width="1200" height="799" /></a>
<p>Source: <a href="https://www.koji.so/visuals/health-score-calibration-methods-compared">Ways to test a health score compared</a>, Koji</p>
