What is Customer Health Score?
Composite signal of a customer's likelihood to renew.
How to calculate it
Calculate Customer Health Score as: Weighted index of usage, support & sentiment. Pull the inputs from your connected data and track the trend over time in your dashboard.
Examples
Example 1
A blend of usage, support tickets and sentiment scores an account 'green' at 80/100, predicting renewal.
Example 2
An account scores 80/100 on a blend of daily usage, low ticket volume and positive survey sentiment -> 'green', signaling a likely renewal.
Why it matters
Customer health score is a composite signal of a customer's likelihood to renew, blending usage, support history and sentiment into one indicator. It enables customer success teams to intervene proactively before churn rather than reacting after a cancellation. Poorly weighted inputs reduce its predictive value, so the model needs regular validation against actual outcomes.
Benchmark context
Define red, yellow and green thresholds and validate them against real renewal data; the score is only useful if it predicts churn accurately.
Common pitfalls
Poorly weighted inputs reduce predictive value.
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