Companion to defoneos-mod-30-60-90-customer.html (the 30-60-90 KPI gates) and defoneos-mod-quarterly-review.html (QBR cadence). The scorecard is the CS lead's working artefact for tracking customer health on a weekly basis, between QBRs. It is the primary input to the renewal-readiness score at Day 90 and the renewal-readiness signal at every subsequent QBR.
QBR KPIs are quarterly. Customer health changes weekly. A buyer who is going to churn at Day 270 will start showing signals at Day 200 — six months too early for a QBR, two months too early for a quarterly KPI dashboard. The weekly scorecard is the early-warning system.
The scorecard tracks 15 signals across five families. The signals are observable, measurable, and resistant to gaming. The score is computed weekly by CSOAI and shared with the buyer's named CS lead contact every Monday at 09:00 UK time.
| Family | Signals | Weight | Rationale |
|---|---|---|---|
| F1 — Product usage | 4 signals (workloads, sessions, operators active, API calls) | 30% | Most predictive of renewal intent |
| F2 — Operator health | 3 signals (certification currency, help-desk tickets, escalations) | 20% | Indicates whether the buyer is investing in the relationship |
| F3 — Compliance posture | 3 signals (audit currency, SIGIL freshness, patch lead time) | 20% | Indicates whether the buyer is keeping the system healthy |
| F4 — Commercial health | 2 signals (payment cadence, contract amendment velocity) | 15% | Indicates whether commercial friction is building |
| F5 — Relationship health | 3 signals (QBR attendance, exec sponsor calls, named reference participation) | 15% | Indicates whether the relationship is being nurtured |
| # | Signal | Source | Measurement | Healthy range |
|---|---|---|---|---|
| F1.1 | Production workloads on DEFONEOS | DEFONEOS observability | Count, rolling 7-day | ≥ prior count |
| F1.2 | Sessions per day | DEFONEOS observability | Median over rolling 7-day | ≥ 80% of QBR-baseline |
| F1.3 | Operators active (weekly) | DEFONEOS observability | Distinct operators in rolling 7-day | ≥ 80% of trained count |
| F1.4 | API calls per day | DEFONEOS API gateway | Median over rolling 7-day | ≥ 60% of QBR-baseline |
| F2.1 | Operator certification currency | DEFONEOS Academy | % of operators with current cert | ≥ 90% |
| F2.2 | Help-desk tickets opened (weekly) | Support system | Count, rolling 7-day | ≤ 5 per operator |
| F2.3 | Open escalations | CSOAI escalation ledger | Count, unresolved | 0 SEV-1/2; ≤ 2 SEV-3 |
| F3.1 | Audit currency (12-framework) | Compliance ledger | Days since last audit, per framework | ≤ audit currency period |
| F3.2 | SIGIL receipt freshness | SIGIL chain | Hours since last receipt | ≤ 24h from system event |
| F3.3 | Patch lead time (advisory→deployed) | Patch ledger | Median, rolling 30-day | ≤ 14 days |
| F4.1 | Payment cadence | Finance ledger | Days past invoice due date | 0 days |
| F4.2 | Contract amendment velocity | Legal ledger | Days to counter-sign amendments | ≤ 30 days |
| F5.1 | QBR attendance (named attendees) | QBR minutes | % of named attendees present | ≥ 80% |
| F5.2 | Executive sponsor calls held | Executive ledger | Count per quarter | ≥ 1 per quarter |
| F5.3 | Reference participation | Reference ledger | Calls accepted / requested | ≥ 75% |
Each signal is scored green, amber, or red based on its healthy range. The per-family score is computed as the weighted average of the family's signal RAGs.
| RAG | Criterion | Score contribution |
|---|---|---|
| Green | Within healthy range | 1.0 |
| Amber | Within 20% of healthy range | 0.5 |
| Red | Below 80% of healthy range, or breached threshold | 0.0 |
| Trigger | Intervention | Owner | Deadline |
|---|---|---|---|
| Any F1 signal drops to red | Usage deep-dive with buyer ops lead | CS lead | 7 days |
| F2.1 certification currency < 90% | Targeted re-certification campaign | CS lead + Academy | 14 days |
| F2.2 tickets per operator > 5/wk | Pattern analysis; root-cause review | CS lead + engineering | 14 days |
| F2.3 any SEV-1 or SEV-2 open > 5 bd | Escalation to CRO | CS lead | 24 hours |
| F3.1 audit overdue on any framework | Audit cadence review with buyer compliance | Compliance lead | 14 days |
| F3.2 SIGIL freshness > 24h | SIGIL pipeline review | Engineering + SC officer | 48 hours |
| F3.3 patch lead time > 14 d | Patch pipeline review with buyer ops | Engineering | 14 days |
| F4.1 any invoice overdue | Finance outreach to buyer AP | CRO + buyer finance | 5 days |
| F4.2 amendment velocity > 30 d | Legal cadence review | Legal + buyer legal | 14 days |
| F5.1 QBR attendance < 80% | Calendar review with buyer exec sponsor | AE + exec sponsor | Next QBR |
| F5.2 exec sponsor calls missed | Re-schedule + relationship review | CSOAI CEO | 14 days |
| F5.3 reference participation < 75% | Reference cadence review | Marketing + CS lead | 30 days |
Every weekly scorecard is counter-signed by the CSOAI CS lead and the buyer's named CS lead contact, and recorded as a SIGIL receipt. The SIGIL chain is the audit trail — it proves what the score was, when it was computed, and what interventions were triggered. This is the artefact that the buyer's auditor, the buyer's compliance officer, or the buyer's board can request.
sigil://defoneos/cs-scorecard/buyer-X/2026-W28).The scorecard is the leading indicator; the renewal-readiness score is the lagging indicator. The scorecard predicts; the renewal-readiness score confirms.
But the relationship is not deterministic. A buyer in CRITICAL scorecard tier can recover to HIGH renewal-readiness if the AE and CS lead execute the named interventions within the deadlines.
defoneos-mod-30-60-90-customer.htmldefoneos-mod-quarterly-review.htmldefoneos-mod-renewal-negotiation.htmldefoneos-mod-churn-prevention.htmldefoneos-mod-escalation-runbook.htmldefoneos-compliance-suite.htmldefoneos-mod-air-gap-deployment-guide.html.