Summary
Set up your scoring workspaces by grouping related events into Features—this is the new, clearer way to measure what good engagement looks like in Accoil.
How this helps
Features help you focus on what truly matters by turning scattered user actions into easy-to-score patterns, giving you a smarter, simpler way to track customer health.
Why this matters
Your Workspace in Accoil is where you define how customer engagement is measured—and it’s what fuels your Customer Health Scores. A strong Workspace highlights what good engagement really looks like so you can spot patterns, celebrate power users, and step in before things go sideways.
Here’s the big update:
Features are now the primary way to score your Workspaces—not just individual events.
What Are Features (and Why are they better)?
Think of Features as meaningful groups of related events. Instead of scoring each click or view, you now group those actions into Features like “Collaboration,” “Onboarding,” or “Usage of Core Tools.”
Each Feature tells a richer, more complete story about user behavior—and makes your Workspace setup way easier and more insightful.
Step-by-Step: Set up your Scoring with Features
1. Start with your events
List out all the key things users can do in your product—logins, invites, uploads, etc.
Then ask: What do these actions add up to?
That’s your Feature.
For example:
“Uploaded a file” + “Shared a file” = Collaboration
“Completed onboarding” + “Watched tutorial” = Getting Started
2. Group events into features
Head to the Features section in Accoil and start grouping your events. It depends on your product, but as a rule of thumb, start with 5–6 Features, each made up of 5-10 related events.
It doesn’t have to be perfect—think of this as your first draft. You’ll tweak it as you go.
3. Score the features
Each Feature can be scored based on how critical it is to customer success.
Here’s a simple guide:
Feature Type | Weight | When to Use It |
Core Features | 7–10 | Must-have behaviours (e.g. “Data Synced”) |
Important Features | 4–6 | Good-to-see habits (e.g. “Shared Report”) |
Supporting Features | 1–3 | Helpful but not make-or-break (e.g. “Visited FAQ”) |
Tip: If a Feature doesn’t tell you much about health, give it a weight of 0—or don’t include it at all.
Bring in qualitative insights
Not all signals come from clicks.
Ask your customers: Use surveys and feedback calls to find out what they value most.
Talk to your team: Support and CS folks often know which interactions really matter.
Cross-reference your Features: Make sure they align with what your users (and your team) think is important.
Keep things fresh
Your product evolves. So should your Workspace.
Use the Activity tab to spot important events that aren’t part of a Feature yet.
Expect to tweak things in your first few weeks.
Updating Workspaces won’t mess with your historical data—so go ahead and adjust.
Start broad, then get granular
You don’t need 10 Workspaces on day one.
Start with one Customer Health Score for everyone. As you learn, break it down into relevant focuses eg: New vs Year 2+ customers, Free vs Paid.:
Need a hand?
Scoring doesn’t need to be overwhelming. If you want a gut check or second opinion, reach out to the Accoil team—we’re always happy to help.