Understanding Client Retention Risk Score
The retention risk score estimates how likely a client relationship is to need attention. It ranges from 0 to 100 and is recalculated from five weighted signals.
Unlike engagement, a higher retention score means higher risk.
Risk levels
Low: 0-24 | Medium: 25-49 | High: 50-74 | Critical: 75-100
How it is calculated
- Invoice payment delays - up to 35 points for overdue invoices and how long they are past due.
- Communication gap - up to 25 points based on the time since the last logged communication.
- Project disengagement - up to 15 points when there is no active project or recent project activity.
- Low feedback sentiment - up to 15 points when average client feedback is below 3 stars.
- Low engagement - up to 10 points when the client engagement score is below 70.
Scores are recalculated periodically or when you use Recalculate all on the Clients At Risk page.