Who sees this: All users who can see the folder. AI-enabled clients only.
What the CARE score is
The CARE score measures the health of a client relationship. Kaizan calculates it every week from 24 signals in your calls, emails, chats and meeting notes. Every number links back to the conversations behind it.
The 4 pillars
The overall score is the average of 4 pillars. Each pillar has the same weight.
Pillar | What it measures | Main signals |
C Client satisfaction | How the client feels about the work | Sentiment, alignment, delivery confidence, friction |
A Activity with stakeholders | How often and how well you engage | Meeting rhythm, response time, coverage, recency |
R Relationship and interaction | How strong your connections are | Breadth, seniority, champion strength, trust |
E Expansion strategy | Where the account is going | Buying signals, stated needs, renewal, fit |
How to read the score
On the CARE scale, 7 is average. This is not like NPS, where 7 is passive.
Score | Band | What to do |
0–4 | At risk | Act this week |
4–6 | Building | Find out why engagement is one-sided |
6–8 | On track | Keep the rhythm |
8–10 | Thriving | Look for expansion |
A weekly change of about 0.2 is normal.
A change of 0.5 or more in either direction needs your attention.
Ways to use the CARE score
Choose where to spend your week. Start with the clients that are At risk or that dropped 0.5 or more.
Prepare a client review. Use the pillar evidence to show the client what is going well and what to fix.
Find growth. A high Expansion pillar shows a client that is ready to talk about more work.
Protect renewals. A falling Activity or Relationship pillar shows an account that depends on too few people.
When the score updates
Today, Kaizan updates CARE scores once a week, every Sunday. Kaizan will soon move to a daily CARE score. This article will change when it does.
A new client shows Pending until its first score.
See what drives a score
Open the client folder and select the CARE tab.
Select a pillar.
Result: You see the sub-scores, the reason for each score, how confident Kaizan is, and the calls and Moments behind it. The panel next to the pillars shows what is going well, what to improve and the next best actions.
See all your clients
The Client Dashboard shows the CARE score of every client you can see. Filter it by tier or by team member.
Limits
Archived clients and clients that are not AI-enabled have no CARE score.
Missing calls, meetings, or conversations make the score less accurate. Record as many meetings as you can and keep calls in the right folders. If Kaizan AI did not record a meeting, add it with notes. Notes about what the client said, asked or agreed count towards the score.
Common questions
Why did the score drop when nothing happened? Silence is a signal. If you have had no contact with key people after a period, the Activity pillar goes down.
Can I see the CARE score outside Kaizan? Yes. Kaizan AI, the Kaizan MCP server and the Kaizan API all return it.