A Customer Health Score is a composite, multi-dimensional metric used to predict the likelihood of a customer renewing, expanding, or churning. By combining product usage data (frequency/breadth), support ticket history (volume/sentiment), and commercial engagement data, it provides an "Early Warning System" that allows CS teams to act proactively on at-risk accounts.
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What are the 3 main inputs of a Health Score?
1) Product (How often do they login? Are they using core features?). 2) Relationship (Are they responding to the CSM? What is their NPS?). 3) Support (Are they opening too many "Critical" bugs? Is their sentiment negative?).
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How should you "Weight" Health Score inputs?
Weighting is unique to your product. For a "Daily Use" tool, login frequency might be 50% of the score. For a "Monthly Utility," feature adoption breadth might be more important. Use "Historical Churn Analysis" to see which metrics best predicted past cancellations.
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Green, Yellow, Red: What happens at each stage?
Green: Trigger expansion/referral playbooks. Yellow: Trigger CSM "Check-in" and health audit. Red: Trigger "Executive Outreach" and emergency support intervention. A health score is useless unless it has an "Automation Playbook" attached to it.
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How is a Health Score built and maintained?
CS Ops typically builds the model in a CSP (Customer Success Platform) like Gainsight, Totango, or ChurnZero. The challenge isn't the "Math," it's the "Data Pipe"—ensuring that product analytics and support tickets flow into the score in real-time.
Knowledge Challenge
Mastered Customer Health Score? Now try to guess the related 5-letter word!
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