Glossary · Customer Satisfaction
Customer Health Score
An early warning system for churn. Combines product usage, NPS, and support data into one score.
Customer Health Score
A Health Score aggregates signals into one number, typically a colour-coded indicator (Green/Yellow/Red) showing whether a customer is healthy, at risk, or in danger of churning.
Our experience is that the greatest value comes not from the score itself, but from the proactive action it triggers. A Health Score without a workflow that responds to red signals is just a dashboard.
Typical structure:
| Dimension | Example Signal | Weight |
|---|---|---|
| Product usage | Daily logins, feature adoption | 30% |
| Support | Open critical tickets, CSAT | 20% |
| NPS/Sentiment | NPS score, survey responses | 25% |
| Payment | Paid on time, contract value | 15% |
| Engagement | Email open rate, event attendance | 10% |
Implementation
Start simple: 3-5 variables, manual scoring. Calculate weekly and use it to prioritise the customer success team's efforts. Only add complexity after you have used the simple version for at least one quarter.
Frequently Asked Questions
Product usage (login frequency, feature adoption) carries the most weight. Then NPS score, support data (ticket volume, CSAT), payment behaviour, and engagement. Start with 3-5 variables. Do not over-complicate it from the outset.
A low Health Score triggers proactive outreach from Customer Success. The purpose is to understand the challenges and implement a recovery plan before the customer decides to leave. A good model gives you 60-90 days of advance warning.
Want to measure Customer Health Score?