Knownwell Health Indicators and Signals
Knownwell provides an objective assessment of commercial health and delivers proactive, actionable signals. These capabilities are key to operationalizing the Knownwell platform and driving behavior change. This document provides a brief orientation to the Knownwell score, performance themes, health classifications, and the signals Knownwell produces.
What is the Knownwell Score?
The Knownwell score measures the propensity of a specific commercial relationship to sustain and grow over time. The scoring algorithm leverages inference (artificial reason) to identify and assess areas of performance that research and historical data show impact a commercial relationship. These performance areas fall into three broad performance categories.
- The perception of service quality.
- The health of interpersonal relationships.
- The strength of commercial alignment.
What are Performance Themes?
Knownwell aggregates inferred judgements across a variety of performance themes that help leaders hone in on areas of strength and weakness and drive operational improvement. These performance themes are aligned to each of the performance categories.
- Delivery Quality
- Team Member Competence
- Responsiveness
- Proactive Leadership
- Team-Client Cohesion
- Executive Sponsorship
- Relationship Turnover
- Client Impact
- Engagement Alignment
- Strategic Shifts
- Client Stability
What are Health Classifications?
Each client is classified into one of four classifications according to its Knownwell score. The breakpoints between each classification have been set according to where historical data suggests the breakpoints are for commercial performance.
| Knownwell Score | Classification |
| 140-200 | Healthy |
| 100 - 140 | Monitor |
| 70-100 | At Risk |
| 0 - 70 | Critical |
While we do not support company-specific classification thresholds, we do anticipate adding this feature in the future.
What are Signals?
Knownwell Agents continually monitor information flows and flag critical circumstances that commercial leaders most likely want to be aware of. The four supported signals include:
- Fires: identifies significant issues requiring immediate attention.
- Budgetary Issues: identifies signs of financial pressure.
- Executive Turnover: identifies key person turnover.
- Growth: identifies opportunities for upsell, cross-sell, or expansion.
Signals are currently scoped and reported on a per-client basis. Company-wide reporting of signals is under development.