# How to set up health metrics & assessment #### The model Startdeliver assesses every customer automatically, continuously, and without your team having to do anything manually. The AI reads all available signals and context — product usage, customer feedback, support activity, relationship engagement, and more — combines them with what it knows about your specific business and customers, and produces a plain-language verdict your team can act on immediately. This is not a scorecard your admins maintain. It is not a weighted formula you tune once and forget. It is an AI that reads everything it knows about each customer and tells you where they stand and what to do next. *** #### Key indicators The assessment draws on all the data connected to Startdeliver. The more signals flowing in, the richer and more accurate the picture. Key indicators include: **Product usage** How well the customer is actually using your product. Measured against goals you define per product — the right level of engagement for your specific use case, not a generic benchmark. Tracks individual users and rolls up to the customer level. → \[Product usage health] **Customer experience** How the customer feels about your product and service. Driven by survey responses pulled automatically from your feedback tools. The AI reads sentiment patterns across respondents, not just individual scores — identifying potential advocates as well as customers sending an early warning signal. → \[Experience health] **Support activity** The state of the customer's support relationship — open tickets, delayed tickets, resolution history. Unresolved support issues are often the earliest visible signal of a customer losing confidence. → \[Support health] **Relationship engagement** The full picture of how your team and your customer are actually interacting — emails, messages, meeting notes, internal comments, Shared Space activity, task completions, document interactions, and collaboration. A customer who is active in the product but silent in every other channel is a different risk profile from one who is communicating regularly and engaged in their Shared Space. The AI reads the presence and recency of relationship activity as a signal of how alive the partnership actually is — not just whether the product is being used. **Goal progress** Whether your customers are on track toward the business outcomes they are trying to deliver. Goals reflect what your customer sold their own customers — a CRM company's customer goal might be growing sales, an HR company's might be reducing cost-per-hire, an e-sign company's might be faster contract cycles. The AI reads goal progress alongside usage, feedback, support, and relationship signals — connecting product adoption to business trajectory. A customer with strong usage who is falling behind on their stated business goal is a different situation from one who is simply inactive. The AI reads that distinction and flags it. **And more** As you connect more of your stack — your CRM, your billing tool, your product analytics — the AI has more context to work with. Every connected data source makes the assessment more complete and the recommended actions more precise. *** #### What the AI does with all of this The AI does not average signals into a number. It reads everything together as a complete picture of the customer relationship, in the same way a good CSM would if they had time to review every data point on every customer every day. A customer with strong usage, poor survey feedback, an overdue support ticket, and two months of silence from your team is not a percentage-healthy customer. They are a customer with a specific pattern that calls for a specific response. The AI reads that pattern and tells your team exactly what it sees and what to do about it. --- # 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/how-to-set-up-health-metrics-and-assessment.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.