User Health
An explainable 0–100 health score per user, synced back to Mixpanel and Amplitude.
How the score works
#Every identified user gets a 0–100 health score: a churn early-warning signal built from their own feedback. It's deliberately explainable, not a black box:
- recent feedback counts more than old feedback (a 30-day half-life)
- angry, urgent, or frustrated feedback applies an extra penalty
- too little recent signal shows no signal rather than a fake “healthy”
Scores map to bands (healthy, neutral, at-risk, critical) and carry a trend (improving / stable / declining) against a three-week-old baseline. The user's profile shows exactly which feedback moved the number, plotted over time.
Honest by design
A user with two upbeat notes isn't “100 · thriving”; a user with one angry ticket isn't written off. “No signal” is a real state Sentriment shows rather than guessing.
Where it shows up
#The Users page ranks everyone by health (worst first), with an overview strip, filter chips (at-risk, declining), and a trend chart of average health you can slice by trait. A user turning at-risk or critical can alert your team so CS reaches out before they churn; the alert links straight to their history.
With customer value configured, each user also shows one line about what they pay: €99 MRR, Stopped paying · 12 Sep · was €29 MRR or No paid value, and nothing when the value is unknown. The Users page can sort by it. Payment state sits next to health and never changes the score, the band or who gets an alert.
Sync to your analytics
#Health doesn't have to stay in Sentriment. Connect Mixpanel or Amplitude under Settings → Health sync and each user's sentriment_health_score, _label, and _trend are pushed back as profile properties, so you can build cohorts like “power users whose health is declining” right inside the tools you already use.
Tip
Health needs identity: a user is only scoreable once you've tied feedback to them. Start with Identifying users.