How churn risk is calculated
What actually drives a person or company's churn risk score in Synthight, and why it's Low, Medium, or High.
Churn risk isn't a single metric like sentiment or resolution rate — it's a composite score built from multiple signals pulled from a person's (or company's) full incident history, recalculated automatically as new tickets come in.
What feeds the score
Broadly, the model weighs a few kinds of evidence:
- Tone — how positive or negative their conversations are, and whether that's trending up or down over time.
- Support outcomes — how reliably their tickets get resolved, including whether their most recent ones are still open.
- Engagement patterns — how much they're contacting support, whether that pace is accelerating, and how recently they last reached out.
- Severity and spread — how urgent their tickets tend to be, and whether their issues cluster around one topic or span many.
No single signal decides the outcome — a person with high volume but consistently positive sentiment and fast resolutions won't be flagged just for being vocal. It's the combination that matters, which is why two people with the same ticket count can land in completely different risk bands.
Reading the score
Under the hood, every profile gets a precise underlying score that Synthight then simplifies into the Low, Medium, or High label you actually see in the app — so you can act on a clear read without needing to think in percentages.
Low-data confidence
When someone doesn't have much of a ticket history yet, there simply isn't enough evidence to be confident — Synthight pulls the score toward a neutral baseline in that case rather than letting one or two bad tickets swing it straight to "High." The more incidents on record for a person, the more their score reflects their actual pattern rather than a cautious default.
Where you'll see it
Churn risk appears as a filter and column on People and Companies, as a stat card on both pages, and as a headline KPI in people and companies reports. For a company, it's a weighted average of the churn risk of the people at that company, rather than a separately computed formula.
Next steps
Frequently asked questions
What factors actually go into the churn risk score?
Why do two people with the same number of tickets get different churn risk levels?
Why isn't someone with only one or two bad tickets marked High risk?
Is churn risk calculated differently for companies than for people?
Can I see the exact numeric churn risk score, or only Low/Medium/High?
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