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Gainsight Inc.

Healthy Active Users - How Gainsight Measures Customer Adoption


This article explains Gainsight’s internal process for sharing weekly habits and usage emails with our customers, to highlight Healthy Active Users (HAU), and demonstrate how we use Gainsight PX data to measure Gainsight Product adoption.

Gainsight is excited to share a new metric that is used to track user level adoption of Gainsight - HAU. This is a measurement of how often Gainsight users at your organization are logging into Gainsight and whether they meet Gainsight’s definition of “healthy” adoption. Gainsight measures each user on a Green/Yellow/Red scale based on the number of logins in the last 4 weeks.

You might have already experienced the HAU definition while working with your Gainsight Client Outcomes Manager! Following is a sneak peek of the chart on HAU that Gainsight delivers weekly.


Reasons for changing the current Healthy user definition 

While habits have been a helpful measurement of healthy users in the past, it doesn’t represent the growth of the Gainsight product. Habits ranks heavy usage of Cockpit as the best usage of the Gainsight CS product, but after the introduction of features like Timeline, usage of Cockpit becomes just one of the parameters that makes a user healthy.

Calculation of Healthy Active Users

Gainsight simplifies the definition of HAUs by including 3 categories, represented by Green/Yellow/Red. Each category is measured on a rolling 4 weeks of login data. The thresholds for each category are as follows:

  • Healthy Active Users (Green): These are users that have logged into Gainsight 10 times or more in the last 4 weeks.
  • Active Users (Yellow): These are users that have logged into Gainsight less than 10 times in the last 4 weeks.
  • Inactive Users (Red): These are users that have not logged in the last 4 weeks but had at least 1 login in the last 90 days.

If you have any questions/concerns on the HAU definition, please reach out directly to your Gainsight Client Outcomes Manager.

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