What is a good customer health score?

Above 70 is excellent. 60-70 is healthy. 40-60 needs monitoring. Below 40 indicates high churn risk. Track the distribution of scores across your customer base.

How often should I calculate health scores?

Weekly for high-value customers. Monthly for the full customer base. Real-time scoring is ideal for automated customer success workflows.

What actions should I take for at-risk customers?

Schedule executive check-ins, provide additional training, offer success plans, reduce friction in the product, and consider proactive outreach from customer success.

Can health score predict churn?

Yes. Companies with proactive health scoring see 20-40% churn reduction. Health scores below 50 correlate with 60%+ churn probability within 90 days.

What metrics should be included in health score?

Product adoption (feature usage, logins), sentiment (NPS, CSAT), support experience (ticket volume, resolution time), and business outcomes (time-to-value, goal achievement).

How do different customer segments score?

Enterprise customers typically score higher on engagement but may have more tickets. SMB customers may have lower engagement scores but fewer tickets. Adjust thresholds by segment.

What is a leading vs lagging health indicator?

Product usage and login frequency are leading indicators (predict future churn). NPS and support tickets are lagging indicators (reflect past experience). Combine both.

How do I build an automated health scoring system?

Start with this calculator's formula, then refine weights based on your data. Integrate with your CRM and product analytics to update scores automatically.

Customer Health Score Calculator

Calculate your customer health score based on NPS, product usage, support tickets, and engagement to predict retention risk.