I am attempting to created a weighted ratio/score for customers based on the number of support tickets they have entered in a time period against the number of units they have in service with us.
Small Customer - 5 Support Tickets / 20 Total Units Supported = .4
Large Customer - 50 Support Tickets / 350 Total Units Supported = .14
I would like to have this ratio be weighted based on the number of total units supported. In this scenario the larger customer has a better ratio, but in reality are a much larger risk for a loss and ideally prioritized above the smaller customer. The units counts of the customer base are extremely varied from a few to a thousand so its difficult sift through the noise of smaller customers.
My initial thought would be to apply some kind of multiplier based on unit count. In the scenario below even if the larger customer was amplified X3 it would put them in the same level of urgency.
Are there any other ways of quantifying this ratio based on the value (units in service) of the customer?