The CARE Score is Kaizan's measure of client relationship health. It draws on 24 signals from every call, email, and interaction — updated every week — to give you a single, traceable picture of where each account stands.
To view it, open a client folder and select the CARE tab.
How the score works
CARE produces one overall score from 0 to 10, built from four pillars:
C — Client Satisfaction — how the client feels about the work, the partnership, and the outcomes. Driven by sentiment, alignment, delivery confidence, and friction signals.
A — Activity with Stakeholders — the rhythm and depth of engagement. Driven by meeting cadence, response time, stakeholder coverage, and recency.
R — Relationship & Interaction — the strength and resilience of connections inside the account. Driven by stakeholder breadth, seniority reach, champion strength, and trust signals.
E — Expansion Strategy — the commercial trajectory. Driven by buying signals, stated needs, renewal posture, and strategic fit.
Each pillar score combines equally to produce the overall CARE score.
Reading the number
On the Kaizan scale, 7 is the average — a healthy, on-track account. This is different from NPS, where a 7 is passive. The bands are:
0–4 At risk — act this week
4–6 Building — below average, one side is carrying it
6–8 On track — healthy, keep the rhythm
8–10 Thriving — strong, push for expansion
Scores update every Monday. Weekly movement of around 0.2 is normal noise. A move of 0.5 or more in either direction is worth acting on.
Digging into a pillar
To understand what's driving a score, select any pillar card. This opens the sub-scores, a score rationale, confidence level, and the specific conversations and moments that built it. Every number traces back to source.
The right panel shows what's going well, areas to improve, and next best actions — generated each week from the same signals.
Note: CARE scores are most accurate when your team's calls and emails are consistently assigned to the correct client folder. Gaps in assignment history will affect the score.