# Experience Health
### Experience health **Where to find it:** Settings → Health rules → Feedback section **Who can access it:** Admins only to configure. All team members see results on customer profiles. *** #### What it is Experience health measures how your customers feel about your product and service — not what they do, but what they report. It is the voice-of-customer signal in the health model, sitting alongside product usage and support as one of the three inputs the AI reads when assessing every customer. On the customer profile it appears as the Feedback tile, showing a Good / Fair / Poor status, when the last survey response came in, and how that has trended over time. *** #### How it works You connect your survey tool to Startdeliver. From that point, all feedback flows in automatically — every response, from every customer, collected and assessed without manual work from your team. Startdeliver doesn't just store the responses. The AI reads them as part of the continuous health assessment for each customer, alongside usage and support signals. A single poor survey response won't necessarily tank a customer's overall assessment, but a pattern of negative feedback across multiple respondents is a signal the AI will surface and act on. Equally, consistently strong feedback from engaged users is a signal the AI can identify as a potential reference or advocate opportunity. The result is that your team doesn't need to manually review survey dashboards to find the risks or the advocates — Startdeliver does it automatically and tells you where to focus. *** #### Data sources Experience health is fed by your survey integrations. Startdeliver connects to the tools your team already uses to collect customer feedback: * Typeform * Pendo * Netigate * SurveyMonkey * HubSpot Feedback Surveys Survey responses are matched to customers automatically. Each response contributes to that customer's experience health and feeds the AI assessment. If you are not yet running customer surveys, the Feedback tile will show no data. Experience health only scores customers with at least one survey response within the configured window. → See \[Integrations & Your Stack] for how to connect your survey tool. *** #### Configuration Experience health has one setting in Startdeliver. **Months to include feedback** The rolling window of survey responses used when calculating health. Responses older than this window are still visible on the customer profile but do not affect the health score. The demo account uses 6 months. Set this to match how frequently you survey customers — if you run quarterly surveys, 4–6 months is a reasonable window. If you survey more frequently, a shorter window keeps the score more current. To configure: go to Settings → Health rules → Feedback section and set the number of months. *** #### What CSMs see On the customer profile the Feedback tile shows: **Status** — Good, Fair, or Poor, colour-coded. **Context** — "to our surveys" — a reminder of what the signal is measuring. **Last survey** — when the most recent response came in. If this date is getting old, it may be time to trigger a new survey. A customer who hasn't responded in several months is an unknown, not a healthy one. The Feedback signal is one of the three inputs the AI Health Assessment reads continuously. A customer with Poor feedback but Good usage and Good support will have that tension reflected in the AI's plain-language summary and recommended next actions — because a customer who uses the product actively but is telling you through surveys that they're unhappy is sending you a clear message that needs a response. *** #### What the AI does with feedback The AI Assessment reads experience health as a behavioural signal, not just a score. Two patterns it flags specifically: **Churn risk signal** — a customer with consistently poor feedback, or a sudden drop in sentiment, is flagged as a risk even if usage looks healthy on the surface. Poor survey responses are often the earliest signal of a customer who is about to leave. The AI surfaces this and recommends proactive outreach before it becomes a formal churn conversation. **Reference and advocate signal** — a customer with strong, consistent positive feedback across multiple respondents is identified as a potential reference customer or advocate. These are accounts worth investing in — the kind of customers who will go on record for a case study, join a reference call, or become a champion in their network. The AI flags them so your team can act on the opportunity, not just file the good news. *** #### Viewing feedback detail The Feedback tile on the customer profile links through to the full response history for that customer — individual survey responses, scores, and when they were submitted. CSMs can use this to understand the context behind the health status before reaching out. *** #### Common scenarios **Customer has Good usage but Poor feedback** One of the most important combinations to catch — the customer is active but unhappy. The AI Assessment will surface this tension directly. The recommended action is typically a proactive outreach to understand what's driving the negative sentiment before it becomes a churn conversation. **Strong feedback across multiple contacts** The AI identifies this customer as a potential reference or advocate. A good moment for your CSM to have a conversation about a case study, a reference call, or a deeper partnership. **No feedback data on a customer** The Feedback tile shows no status. The customer has never responded to a survey or their responses are outside the configured window. An unknown is not the same as healthy — consider triggering a survey or flagging them for a check-in call. **Feedback score is old** Last survey shows a date several months ago. The score may no longer reflect the current relationship. A new survey or a direct conversation is the right next step. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.startdeliver.io/health-and-metrics/experience-health.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.