Unlocking the Secrets of Customer HootScore: Boost Your Training Success!

Welcome to your ultimate guide on the Customer HootScore! Here, we’ll explore how this scoring system works, what it measures, how it’s calculated, and how you can leverage it to enhance training engagement and performance across your entire customer base.

What is the Customer HootScore?

The Customer HootScore is a powerful metric, ranging from 0 to 100, that reflects your organization’s overall performance in its security training program. It combines multiple factors across all active users, providing a clear and simple measurement of training completion and quality.

What Does the Customer HootScore Measure?

The Customer HootScore evaluates four key areas:

Completion Rate: The number of training assignments completed compared to all assigned tasks.
Attempts: The number of tries users needed to complete their training.
Timeliness: Whether users completed their training by the due date.
User Performance: This rewards having many high-performing users and penalizes having many low-performing users.

How is the Customer HootScore Calculated?

Let’s break down the calculation process:

Count all active users and training assignments: The system gathers data on all active users, training assignments (excluding surveys), completion status, timeliness, attempts, and individual HootScores for performance classification.
Calculate the basic completion rate: This is the percentage of completed assignments out of all assignments.
Calculate the average attempts per training: Fewer attempts are better. More attempts slightly lower the final score.
Calculate the timeliness rate: This is the percentage of completed assignments submitted on time.
Count high and low performers: Users with an individual HootScore of 90 or higher are high performers, while users with a score of 60 or lower are low performers.
Apply bonuses and penalties:
- Bonus: Each high performer adds up to a 10% boost. High on-time rates add up to a 5% boost.
- Penalty: Each low performer applies up to a 5% reduction. Higher average attempts apply up to a 5% reduction.
Combine all values: Final Score = Completion Rate + Bonus − Penalty. The score is capped between 0 and 100.

What Data is Available to Administrators?

When you check the Customer HootScore, you’ll see:

HootScore: The final organization-wide score from 0 to 100.
Completed Assignments: The number of unique training items that have been completed.

How to Interpret the Customer HootScore

A higher score indicates that most users are completing training on time, using fewer attempts, and scoring well individually. A lower score may suggest:

Many overdue or incomplete assignments.
Many users requiring multiple attempts.
Many users with low individual scores.

How to Use This Information Effectively

Here are some strategies to make the most of this information:

Track trends over time: Monitor the score each month to ensure training completion stays high.
Identify problem areas: If the score drops, investigate who is not completing assignments or who needs help passing tests.
Reward good performance: Celebrate teams or departments with consistently high scores.

Autopilot administrators can view customer rankings and HootScore details on the ‘HootRanks’ page, found in the ‘Next?’ section under the customer dashboard. Currently, a HootRanks dashboard is not available for Power deployments.