Health Scoring FEEDBACK REQUEST - user based metric normalization
SCM, CI, and CD health scoring metrics are user-based and are normalized via
licenses sold (handbook page). There have been concerns and questions with using this to normalize the adoption of customers.
There is also overlap between low license, and low use case adoption as our use case scoring counts against all users vs billable users, so a customer that has teams/apps migrated onto GitLab and using multiple use cases will still score as 0 until critical mass is reached with total user count against available.
What are we trying to solve for?
There are likely two desired outcomes. These two outcomes are a bit at odds with one another. We need to determine what we are solving for with health scoring link
- Improve churn and contraction (prioritize using this to ascertain if a customer is going to downgrade/churn)
- Operationalize for CSMs to execute adoption with their customers (provide next best action for CSMs to act on)
Field Feedback Request
We'd like your feedback on this methodology. Specifically,
- From your vantage point, is this a good or great way to measure a customer's adoption of a use case?
- A proposal is to shift from
billable users. Is that merely a good iteration, or a true long term solution?
- What would be the ideal way to normalize user-based metrics over the next two years?