TAP TAP GO
Select interpretable signals
Choose a small set of relevant measures such as meaningful activity, onboarding completion, unresolved issues and stakeholder engagement. Explain what each signal suggests. Avoid combining many poorly understood data points into a score that looks sophisticated but cannot be discussed with the customer team.
Check against real outcomes
Review whether the score identifies customers who actually need help. Examine false alarms and missed problems. A high score may reflect frequent activity despite a serious unresolved issue, while a low score may reflect a healthy but infrequent use case.
Define the human response
Assign an appropriate next action to each useful signal. The purpose is to start a better conversation or resolve a problem, not to label customers permanently. Revisit the scoring approach as the product and customer segments change. Give account owners a way to record relevant context that the score misses. This note should explain the evidence rather than simply override an inconvenient result, allowing future reviewers to distinguish a justified exception from inconsistent use of the system.
Illustrative operating example
A hypothetical customer uses the platform regularly but has an unresolved administrator issue blocking a wider rollout. A usage-heavy score could classify the relationship as healthy. Including the open deployment issue gives the team a more useful prompt for action.
Make it practical.
Use this checklist as you read. Checks are not stored.Published by Tap Tap Go. Product availability and eligibility vary by programme and market. About our stories.
