Configure a Composite ChurnScore

PLEASE NOTE: This feature is only available in the ChurnZero Enterprise Edition. Please contact your ChurnZero Customer Success Manager for pricing and edition activation.

Composite ChurnScores allow you to configure a ChurnScore that uses other ChurnScores as factors. This allows you to create multiple ChurnScores an account could qualify for, meaning an account can have different scores for different products or for factors like adoption and relationships. The composite ChurnScore averages all ChurnScores an account qualifies for to produce a single metric. You can then use this metric to help assess overall customer health. 

To create a new Composite ChurnScore: 

1. Click the Create button from your ChurnScore listing page, then select Composite ChurnScore. 
   
2. Follow the instructions to create a ChurnScore for the General section. For more information: Build Your ChurnScores.
3. In the Factors section, click the Select ChurnScores button. This is where you'll add scores to your composite. 
   
    
4. Choose the ChurnScore(s) you want to add from the dropdown in the Add a ChurnScore window 
   
   • Click the Create button. 
5. The ChurnScore you selected is added and automatically weighted. If you add one score, it will be weighted at 100%. If you add multiple, the scores will be weighted evenly. You can customize the weight of the selected ChurnScores as you add more scores. All scores must add up to 100%.  See the section below for an in-depth explanation for how weights are distributed.
   
6. If you want to add additional scores, click the Add Another ChurnScore button.
   
7. Click the Save button.

Once you have created your composite ChurnScore it will be available for you in the ChurnScore listing page, where you can reorder it if you would like it to become a primary ChurnScore for your accounts. 

Composite ChurnScores on the Account Profile

You can select your composite ChurnScore on the ChurnScores tab on the account profile to see a history of how the ChurnScore has changed over time. The table will show the included ChurnScores as the factors, and will display the ChurnScore value for that given day, as well as the amount of points it is given depending on the weights you have set up.

Composite ChurnScore: Factors and Weighting

When setting up a composite ChurnScore, you can weight each included ChurnScore, giving you the flexibility to prioritize the importance of one ChurnScore over another.

Let's take a look a how this works out in practice:

You want to create a composite ChurnScore that takes into account four different standard ChurnScores (as you have four different products), each with their own ChurnScore:

• Email Marketing
• SEO
• Content Scheduler
• Advanced Analytics

When calculating the composite ChurnScore, we multiply the score of each factor by its weight and then sum up the values for all included factors. 

If you weighed all of these scores equally, this would average the ChurnScore values for each:

Now, let's say that you want to give more weight to the primary product, the SEO ChurnScore. This adjustment will increase the composite ChurnScore, shifting the weight to a less healthy factor:

Continuing our example, let's say that Acme only qualifies for the Email Marketing and SEO ChurnScores. That means 30% of the weight is unaccounted for:

If an account qualifies for only a portion of the scores, we redistribute the points proportionally to how they're weighted. So, of that 30% left over, Email Marketing will get 10% added, and SEO will get an added 20%:

If an account qualifies for a composite ChurnScore but does not qualify for any of the ChurnScores included as factors, the ChurnScore Value for that account will be 100.