Customer Health Score
A composite score (usually 0–100) combining product usage, support activity, engagement, and sentiment signals to predict churn or expansion risk.
“Which accounts are trending healthy versus at risk right now?”
A proactive, blended risk signal that flags accounts needing attention before they churn.
The specific root cause of risk for any one account — the score is a triage tool, not a diagnosis; CSMs still need to investigate flagged accounts.
Numerator
N/A (composite weighted score)
Denominator
N/A (composite weighted score)
Example
Usage (40% weight, scores 85) + Support (20% weight, scores 70) + Engagement (20%, scores 60) + Sentiment (20%, scores 90) = 78 composite.
Recommended visualization: Health score distribution with red/yellow/green segmentation
Validate the scoring model's predictive power quarterly by back-testing health scores against actual churn/expansion outcomes — an unvalidated model is just a guess dressed up as a number.
- Re-calibrate signal weights when back-testing shows declining predictive accuracy
- Confirm all input data sources are refreshing on schedule (a stale support-ticket feed silently breaks the score)
- Building a health score once and never validating it against actual retention outcomes
- Weighting recency-sensitive signals (like last login) so heavily that the score whipsaws on noise
Get a conversational, stakeholder-friendly explanation of this KPI, generated on demand.