MVC of Health Scoring
Overview
As part of our efforts to reduce churn and increase net and gross retention, we should come up with a basic scoring of the health of a user and their corresponding group/account.
We can then leverage this score to initiate messaging, email campaigns, or outreach from our success teams to help get them back on track.
Proposal
- Start with .com
- Come up with initial scoring criteria for user and account level.
- Generate scores - start with a binary yes/no
- Track monthly
- Determine impact on churn
Ideas
User level: Are they for the previous month considered in MAU?
MAU includes: https://docs.gitlab.com/ee/api/events.html
Action Types Available action types for the action parameter are:
- created
- updated
- closed
- reopened
- pushed
- commented
- merged
- joined
- left
- destroyed
- expired
Target Types Available target types for the target_type parameter are:
- issue
- milestone
- merge_request
- note
- project
- snippet
- user
Instance/Group level:
- Greater than 74% of users are MAU for the previous month
Other items to consider:
- Has the group grown over their time with GitLab?
Data so Far
Source: https://app.periscopedata.com/app/gitlab/683823/Mike-%3C%3E-Mathieu-:-retention-curve
I find the following actions having the largest gap between retained and churned:
Push events:
Notes:
CI Builds:
MRs:
Here's a doc I have with all of the events in the "Several Events" widget: https://docs.google.com/document/d/1ZZ9fBoQp76ZALTaO1jCj4fUHhxtvXAHC_xX6TezyiAY/edit#