Building a supplier health score that flags accounts before renewal

Context

Suppliers buy our data products on contracts that come up for renewal. Customer success and account management teams need to know which suppliers need attention before that conversation starts.

I built a Supplier Health Score framework and dashboard to give those teams a structured way to spot risk and prioritize their time, instead of relying on one usage metric.

Challenge

We had plenty of signals about supplier engagement. We did not have one view of supplier health.

Each signal told part of the story:

• Product usage showed how often suppliers and their users came to the platform, but not whether they were satisfied.
• Support tickets and resolution times showed service issues, but nobody looked at them alongside product engagement.
• Satisfaction surveys gave direct feedback, but only every so often, and they could not show the full customer experience on their own.
• Training participation showed engagement, but was not connected to the product or support signals.

So a supplier could be active on the platform while sitting on unresolved support issues and falling satisfaction. Looking at usage alone, that account seemed healthy.

Approach & Execution

Defined what health means

I led discovery to find which indicators tell us something meaningful about supplier health. I landed on six:

1. Product usage and supplier interactions
2. Number of support tickets
3. Support resolution time
4. Customer satisfaction scores from recurring surveys
5. Training engagement and participation
6. How the indicators relate to each other, such as satisfaction and support resolution time

Product usage became one input among six.

Built the scoring with the people who manage the accounts

I developed the scoring framework, then worked with account management and customer success to set the weight of each indicator. They know these relationships best, so the score reflects how they see their accounts.

Turned the framework into a dashboard

I defined the requirements for a dashboard that pulls every indicator into one Supplier Health Score, so the team can see which suppliers need attention.

Brought it to the teams

I walked customer success and account management through the framework and the dashboard. The customer success team piloted the score on its long-tail supplier accounts, then adopted it as an extra reference for deciding which accounts need intervention.

Outcome

• One supplier health framework that combines usage, support, satisfaction and training.
• A standard scoring method shaped by customer success and account management.
• A dashboard that gives customer-facing teams a fuller view of supplier engagement and early health concerns.
• Adopted by the customer success team to monitor its long-tail supplier accounts.

Takeaway

Product usage is one signal of customer health. To see the full picture, connect how customers use your product with their support experience, satisfaction and engagement. Bring those signals together well before the renewal, while you still have time to act.