What is a Customer Health Score?
A Customer Health Score is a numerical or color-coded rating that predicts a customer's likelihood to renew, expand, or churn. It combines multiple data points—such as product usage, support interactions, NPS responses, and engagement patterns—into a single, actionable metric.
Health scores help Customer Success teams prioritize their time and proactively address at-risk accounts before they churn.
Key Components of a Health Score
While every company's health score is unique, most include these factors:
- Product Usage: Login frequency, feature adoption, depth of use
- Engagement: Response to emails, meeting attendance, training completion
- Support: Number of tickets, resolution satisfaction, escalations
- Sentiment: NPS/CSAT scores, qualitative feedback
- Business Metrics: Payment history, contract value, renewal timing
- Relationship: Champion engagement, stakeholder coverage, executive alignment
Health Score Models
Color-based: Red (at-risk), Yellow (needs attention), Green (healthy)
Numerical: 0-100 scale with threshold triggers
Weighted scoring: Different factors contribute different percentages based on their predictive power
Best Practices
- Validate your health score against actual churn/renewal outcomes
- Regularly calibrate weights based on what actually predicts churn
- Make health scores actionable—tie them to specific playbooks
- Update scores in real-time, not just monthly
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