Every client account in Kaizan has a "Relationship Score".
This is affected by 8 different factors.
There are 3 possible Relationship Scores:
Needs Attention (red): Only 0-4 metrics on track
Okay (yellow): 5-6 metrics on track
Good (green): 7-8 metrics on track
To view these factors, enter a client page. From here, you will see which of these factors is on- or off-track.
To improve the Relationship Score, you might need to:
Engage with the client
Interact with a key stakeholder
Improve your average response time
Discuss/upsell your P&Ss with a client
Kaizan will also show you the expected benchmark for that tier of client.
N.B. Sentiment score - this is calculated with a sentiment classifier LLM. This reads through emails and call transcripts to understand the average sentiment of all speakers. The average sentiment for client accounts is between 50 - 60% (low sentiment moments trigger lower percentages, while high sentiment moments trigger higher percentages - so most sentiment scores sit at a median).
Pay attention to "High" and "Low" sentiment moments to better understand client queries, concerns, or opportunities.