Manage Family ChurnScores

Family ChurnScores allow you to have a score that represents whole family hierarchies. The family score averages the primary ChurnScore of all children within an account family. It then produces a single metric, giving you a better idea of the whole hierarchy's health. 

If you have parent/child hierarchies set up in ChurnZero, you can see family ChurnScores from the main ChurnScore page. From the left-side navigation bar, go to Health > ChurnScores, then click the Family ChurnScore tab. 

There are several ways to manage how your family ChurnScores work using the settings on this page: 

• Enable Family ChurnScore toggle: Use the toggle to determine whether or not you want to use a family ChurnScore. 
• Name: Enter a name for your family ChurnScore. 
• Qualification settings: Choose what will qualify an account to be included in the ChurnScore. 
  • Include any account that is part of a family: Only include accounts that are part of a family hierarchy. 
  • Include all accounts, regardless of whether they're in a family hierarchy. 
• Calculation settings: Determine which values will be included in the ChurnScore calculations.  
  • Consider only child values in calculation: The ChurnScore is calculated using ONLY values associated with the child accounts in a family hierarchy. 
  • Consider parent and child values in calculation: The ChurnScore is calculated using BOTH parent and child values in a family hierarchy. 
• Default to primary ChurnScore: Determines whether the family ChurnScore displays as the primary ChurnScore for qualifying accounts. 
  • No: The ChurnScore will not be used as the primary ChurnScore for any accounts.
  • Set as Primary ChurnScore for Ultimate Parent only: The ChurnScore will be the primary ChurnScore for ONLY the ultimate parent in the family hierarchy. 
  • Set as Primary ChurnScore for all qualifying accounts: The ChurnScore will be the primary ChurnScore for ANY account that qualifies for the score. 
• Grading scale: Allows you to determine what scores are considered red (poor), yellow (OK), or green (good). The scale is broken up into thirds (0-33 green, 34-67 yellow, and 68-100 red) by default, but you can use the sliders to make changes.

Family ChurnScores on the Account Profile

You can select your family ChurnScore on the account profile ChurnScores tab to see a history of how the ChurnScore has changed over time. The table will show the included accounts as factors and display the ChurnScore value for that given day.

Family ChurnScore: Factors and Weighting

When setting up a family ChurnScore, you can choose to consider only child values in the calculation or include both the parent and children. Your choice here depends on your specific hierarchy setup and whether or not you have a valid ChurnScore on your parent accounts that you believe is accurate. 

Let's say you have an account family structure that looks like this:

• Dunder Mifflin (Parent Account)
  • Scranton 
  • Utica
  • Nashua
  • Stamford

The table below illustrates the differences between the two settings and how they will affect the family's ChurnScore.