Matrix
Health score vs customer story matrix
Sort each interviewed account into one of four boxes before changing any weights
A 2x2 for checking a customer health score against what customers say in interviews. Mark each account Safe, Watch or At risk from the transcript without looking at the score, then place it by score colour. Many accounts in the blind spot box mean the score is unsafe to forecast with. Many in the false alarm box mean one or more inputs are noisy. Koji can run the interviews and keep the score band attached to every answer.
Where this appears
What's in this matrix
Vertical axis: Score says (Red to Green). Horizontal axis: Customer says (Risk to Safe).
- Blind spot (Green score says, Risk customer says): Green score, customer raises risk. Find the input the score is missing.
- Confirmed healthy (Green score says, Safe customer says): Green score, customer sees no risk. Keep these inputs.
- Confirmed risk (Red score says, Risk customer says): Red score, customer raises risk. Open a save plan with an owner.
- False alarm (Red score says, Safe customer says): Red score, customer sees no risk. Cut or reweight the noisy input.
Use this image
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:
<a href="https://www.koji.so/visuals/health-score-vs-customer-story-matrix"><img src="https://www.koji.so/visuals/health-score-vs-customer-story-matrix/health-score-vs-customer-story-matrix.png" alt="Matrix placing accounts by health score colour and by what the customer says: blind spot, confirmed healthy, confirmed risk and false alarm." width="1200" height="630" /></a>
<p>Source: <a href="https://www.koji.so/visuals/health-score-vs-customer-story-matrix">Health score vs customer story matrix</a>, Koji</p>
