Customer Health Score
Composite score measuring account engagement, product usage, support tickets, and sentiment
What is Customer Health Score?
Customer health score is a score from 0 to 100 that combines usage, engagement, support and satisfaction signals to show how well an account is doing. It gives an at-a-glance view of the risk of losing a customer or the potential to grow.
It lets customer success teams focus attention where it is most needed.
How this KPI is measured
- Function
- Customer Success & Service
- Sub-function
- Customer Health
- Industry
- All Industries
- Type
- Leading
- Impact
- Quality
- Unit
- score (0–100)
- Measurement frequency
- Weekly / Monthly
- Formula
- Weighted sum of usage, engagement, support, and NPS sub-scores
How to calculate it
Combine sub-scores for usage, engagement, support experience and NPS into a weighted total.
For example, with sub-scores of 80 for usage, 60 for engagement, 70 for support and 50 for NPS, and weights of 40%, 20%, 20% and 20%, the score is (0.4 x 80) + (0.2 x 60) + (0.2 x 70) + (0.2 x 50) = 68.
Choose the inputs and weights by testing which signals best predict renewal and expansion, and revisit them regularly.
Where it is used
Prioritising customer success effort
Focus on accounts needing help.
Predicting renewals
Estimate the risk.
Finding growth opportunities
Spot healthy accounts ready to expand.
How to improve it
Tips and common mistakes
- A score is only as good as its ability to predict outcomes.
- Keep it simple enough to explain.
- Compare scores with actual churn to check.
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