Client Health

Client Health gives your team a consistent way to review every client relationship. It combines service, engagement, financial, sales, project, standards, environment, and operational evidence into a health score from 0 to 100. Unlike a simple checklist, Client Health does not treat missing data as healthy or unhealthy. A score appears only when MSPortal has enough current evidence to support it.

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Prerequisites

Users with write_customer_success can also set or remove manual risk flags. Scoring configuration requires read_settings_client_health or manage_settings_client_health.

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Open and refresh Client Health

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Use the dashboard

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Portfolio summary

The summary area shows:

• Avg Health Score across companies with enough evidence to receive a numeric score
• The number of companies in the current scope
• The number marked Limited data
• The distribution across Thriving, Healthy, At Risk, and Critical

Click a risk-level count or a colored section of the distribution bar to filter the company table. Click it again to clear that filter.

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Spotlight

Spotlight highlights two groups across the full selected scope:

• Needs Attention shows the companies with the most urgent current results, including companies with limited evidence that require review.
• Most Improved shows the strongest improvements compared with the previous published scorecard from the same model history.

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Company table

The table includes the company name, overall score, effective risk level, and available dimension scores. Use it to:

• Search or filter by company
• Filter by one or more risk levels
• Sort by supported score and dimension columns
• Show or hide columns
• Open a company detail page by clicking its row
• Export all matching companies, not only the current page

The table respects both the global Company selector and table filters. A dimension column is hidden only when the entire selected scope has no evidence for it. If the dimension is unavailable for one company, that company shows N/A. The optional Trend and Flag Reason columns can be enabled from the column visibility menu. A manually selected risk level is labeled Manual so it is not confused with the calculated result.

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Understand scores and data states

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Portfolio weights

The current scorecard uses these base weights: Only enabled, applicable dimensions can contribute. When some evidence is unavailable, MSPortal uses the observed evidence and reduces that dimension’s influence based on its coverage. Missing evidence does not automatically earn a neutral or positive result.

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Numeric score requirements

MSPortal shows a numeric health score only when both conditions are met:

• At least 3 dimensions have a score
• Overall evidence coverage is at least 40%

If either condition is not met, the company shows Limited data and does not receive a calculated risk level.

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Risk levels

A manual risk flag can replace the displayed risk level, but it never changes the calculated health score or its dimension contributions.

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What N/A and coverage mean

MSPortal evaluates each metric as observed, no samples, insufficient sample, source unavailable, or not applicable. In the interface, unavailable metrics and dimensions are represented by N/A or omitted when there is nothing useful to show. A real zero can affect the score only when MSPortal has an observed denominator that proves the result was zero. For example, zero overdue items out of a real set of due items is evidence; having no due items is not the same thing.

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Review a company

Click any company row to open the detail page.

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Summary cards

The page can show:

• Health Score with the weighted dimension breakdown
• Risk Level, including the calculated level when a manual flag is active
• Standards Compliance when a required standards catalog applies

Cards without evidence are omitted rather than filled with a default value.

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Dimension Breakdown

Each available dimension shows:

• Its score and applied weight
• Evidence coverage and observed metric count
• Only the metrics MSPortal actually observed
• Values formatted with their correct unit, such as percent, days, currency, or hours per endpoint

A disabled dimension can still appear when it has evidence, but it is labeled Excluded from health score and does not affect the overall result.

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Health Score Trend

The 180-day chart uses published scorecards. Click Show Dimensions to add the individual dimension lines. When the scoring model changes, the chart breaks the line at the model boundary instead of implying that unlike scores are directly comparable. New evidence-aware history begins with the first published scorecard; it is not reconstructed from legacy data.

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Top Negative Drivers

Top Negative Drivers lists the dimensions responsible for the largest health-score loss. The impact shown for each driver is its exact weighted point effect, so the drivers explain how the overall score moved away from 100.

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Set a manual risk flag

Use a manual flag when relationship context is not yet represented in the available data—for example, an executive escalation, a known renewal concern, or a positive strategic change. The detail page records the flag reason, who set it, and when. To return to the calculated risk level, edit the flag and click Remove Flag.

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How each dimension is calculated

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Service Quality

Service Quality compares the latest four complete ticket weeks with the preceding four complete weeks. It begins at 100 and applies observed risk when:

• Ticket demand is rising
• Resolution is at least 10% slower
• Average backlog is above five tickets
• Average open-ticket age is above ten days
• Backlog is rising

The source must be current and all eight weeks must be complete. High-priority ticket growth and effective escalations can appear as warning evidence but do not change the current score.

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Engagement

If only one metric is observed, Engagement uses that evidence and reports reduced coverage. General contact activity and missed-meeting estimates are not used as substitutes.

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Financial

Fresh ticket, revenue, device, and invoice data is evaluated independently. A missing profitability input is omitted instead of receiving a default score.

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Sales

MSPortal prefers PSA opportunity outcomes. Quoter outcomes are used as a fallback so the same opportunity is not counted twice. A connected tenant-wide sales source does not count as company evidence by itself.

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Projects

Raw project count and monetary values do not earn health points by themselves.

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Standards

Standards is the percentage of applicable required checks that are deployed.

• Missing required assignments count as Not Started
• A Require one of group category counts as one check and is satisfied when any option is deployed
• Explicit N/A and Declined items are excluded
• Companies excluded from Standards, or tenants without a required catalog, show N/A

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Environment

Device count is context only and does not improve the score. User activity is not part of the Environment score.

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Operational

No planner items, goals, or compliance assignments means no evidence for those metrics. It does not produce a synthetic Operational score.

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Configure included dimensions

Go to Settings > MSP Tools > Scoring to enable or disable dimensions. Disabled dimensions are excluded from the overall health calculation after the next published refresh. See Health Score Configuration for permission and configuration details.

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Troubleshooting

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Best practices

• Review Critical, At Risk, and Limited data companies every week.
• Use Top Negative Drivers to choose the first area to investigate; confirm the observed metrics before taking action.
• Treat N/A as a data question, not a positive or negative outcome.
• Record a specific reason whenever you add a manual risk flag and remove it when the calculated result should take over again.
• Refresh after repairing an integration or company mapping so the next published scorecard can use the corrected evidence.
• Use the trend to evaluate interventions only within the same model segment.

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Related resources