Question
What equation are you using for calculating "usage" of your product?
We are re-doing our health scores and I'm grappling with how best to represent "usage" in a health score. So far I've decided to roll up all of our pageviews, and API calls across 3 different products into an overall usage aggregate number. Then, I tried to use the percentage change function to compare usage of each customer to themselves over the last 4 weeks. Then we can see generally if they are using it more or less than they had been. More == better, right? If they continue to adopt, and grow over time their health scores will remain good. Longer term reductions in overall usage will tell us that something may be going wrong.
My issue with this approach is that if a customer has a big spike in usage for a short period of time, it skews their scores for the next month, dragging them down and making it look like they are less healthy. It also does not take into account any comparison between accounts. ie. customer A fluctuates between 30,000 and 10,000 actions will look less healthy than customer b who has a consistent 10 actions. Which isn't right...
I was thinking about trying to calculate the distribution of customers and try to force them into quintiles of usage. I remember an old scoring 1.0 feature that did this, but not in 2.0...
Wondering what others are doing.
My issue with this approach is that if a customer has a big spike in usage for a short period of time, it skews their scores for the next month, dragging them down and making it look like they are less healthy. It also does not take into account any comparison between accounts. ie. customer A fluctuates between 30,000 and 10,000 actions will look less healthy than customer b who has a consistent 10 actions. Which isn't right...
I was thinking about trying to calculate the distribution of customers and try to force them into quintiles of usage. I remember an old scoring 1.0 feature that did this, but not in 2.0...
Wondering what others are doing.
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