Customer Health Insights
NPS Tells You If They’re Happy. It Doesn’t Tell You If They’ll Stay.
Most CS tools are built around NPS — one survey, one signal. EvaluationsHub combines NPS with QBR scores, multi-stakeholder feedback, meeting patterns, complaints, and Salesforce data to give you a complete health picture.
NPS became the default customer health metric because it’s simple. It’s also incomplete. A customer who scores you 9 on NPS but has three open escalations, skipped the last QBR, and hasn’t engaged with your team in six weeks is not a healthy account — but NPS won’t tell you that. EvaluationsHub measures what NPS misses.
The signals NPS doesn’t capture — that EvaluationsHub does
QBR performance scores
How your last business review went — score, stakeholder attendance, action item completion, strategic alignment — is a stronger churn signal than any survey result.
Multi-stakeholder feedback
NPS from one contact reflects one opinion. EvaluationsHub collects structured feedback from all defined stakeholders and aggregates it across the full account.
Complaint and escalation data
Open support tickets and unresolved issues are direct health risks. EvaluationsHub factors active complaints into the health score so they can’t hide behind a good NPS.
Meeting and engagement patterns
Accounts that go quiet before they churn. Declining meeting frequency, low document engagement, and reduced communication are measurable early signals EvaluationsHub tracks.
Salesforce CRM signals
Renewal date proximity, open opportunities, and support case volume from Salesforce feed directly into the health calculation. CRM data becomes a health signal, not just a record.
NPS — in context
NPS is still valuable — as one input. EvaluationsHub collects multi-stakeholder NPS, weights it appropriately, and combines it with every other signal to produce a score that actually predicts outcomes.
See what a real health score looks like
Six signals. One score. Complete visibility into every account.
