How a Client Health Score Works in Agency Software

A client health score combines several account signals into one number so an agency can see at a glance which clients are thriving and which are drifting toward churn. In HubWho, that score is a weighted composite across four pillars — Reputation (35%), Listings (30%), Local SEO (25%), and Social (10%) — built as part of its Client KPI Sync feature, and it recalculates automatically each time new data lands from a connected tool like GoHighLevel or BirdEye, with no manual refresh needed.

A client health score exists to answer one question fast: is this account trending toward renewal or toward churn? The mechanics behind a useful score are less about any single metric and more about how several account signals get weighted and blended into one number an agency owner can glance at during a QBR. HubWho's Client KPI Sync feature builds its health score this way, pulling data in from the tools an agency already runs clients through — GoHighLevel, HubSpot, BirdEye, Yext — and combining it into a single composite per client.

Why the answer is what it is

It's a weighted composite, not a single metric

Judging client health off one number — just reviews, or just rankings — misses the bigger picture. HubWho blends four different signal categories into a single score so an agency sees overall account trajectory, not one narrow slice of it.

Reputation carries the heaviest weight (35%)

Of the four pillars, Reputation is weighted highest, so review and reputation trends move the composite score more than any other single signal.

Listings (30%) and Local SEO (25%) round out the core signal

Directory and citation accuracy (Listings) and search visibility trends (Local SEO) are the next two heaviest pillars, together carrying more than half the score alongside Reputation.

Social (10%) adds a lighter, directional nudge

Social signals are weighted lowest of the four pillars — present in the score, but not enough on their own to swing a client's health rating dramatically.

The score refreshes automatically as data arrives

There's no manual pull or recalculation step. As connected tools like GoHighLevel or BirdEye report new data for a client, the composite health score updates on its own.

What to look for

  • Confirm which client tools are connected and syncing into HubWho (GoHighLevel, HubSpot, BirdEye, Yext, etc.) since each pillar depends on live data from them
  • Check the Reputation signal first — it carries the most weight (35%) in the composite, so a stale or disconnected review source skews the whole score
  • Review Listings accuracy (30% weight) across the directories feeding that pillar
  • Track the Local SEO trend (25% weight) rather than a single snapshot ranking
  • Treat Social (10% weight) as a lighter, directional signal rather than a primary driver
  • Use the portfolio health report to see coverage gaps, retention risk radar, and upsell opportunities ranked by revenue potential across the whole client roster
  • Remember the health score itself is a deterministic weighted computation — HubWho's separate churn-risk scoring feature (in beta) is what layers AI on top of payments, engagement, and KPI trends
  • Expect the score to update on its own as new data lands from connected tools — there's no manual refresh step to run

Related questions

What signals make up HubWho's client health score?

Four weighted pillars: Reputation at 35%, Listings at 30%, Local SEO at 25%, and Social at 10%, combined into one composite score per client.

Does the health score update automatically?

Yes. It refreshes as new data syncs in from connected tools like GoHighLevel or BirdEye — there's no manual refresh step to run.

Is the health score the same as HubWho's churn-risk scoring?

No. The health score is the deterministic weighted composite described here. Churn-risk scoring is a separate, still-in-beta feature that layers AI over payments, engagement, and KPI trends to flag cancellation risk.

Is HubWho available today?

HubWho is currently in pre-launch (marked "Coming soon" with early access requests open). The health score is part of the Client KPI Sync feature described on its product page.

How Roffik addresses this

Billing, ACH and card payments, recurring subscriptions, per-client margin tracking, and branded client portals for marketing agencies — built on Midnight + cyan. Learn more about HubWho.

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