Customer Health Score

A composite metric indicating a customer's overall relationship health and churn risk.

Customer Success

Définition

A customer health score is a computed value (often 0-100 or color-coded red/yellow/green) combining multiple signals to indicate account health and churn risk. Signals typically include: product usage, support ticket volume, NPS/CSAT, contract recency, expansion activity, and executive engagement.

Points clés

Composable from multiple signals with configurable weights
Health changes (especially drops) trigger CSM action
Lead indicator of churn: health drops weeks before cancellation
No universal formula — each company tunes to their data

Exemple

Account health: usage +25pts, NPS 9 +20pts, 2 open P1 tickets −15pts, contract renews in 60 days +10pts. Score: 90 (green). Alerts if drops below 60.

Termes connexes

NRR (Net Revenue Retention)Churn Rate QBR (Quarterly Business Review)Expansion Revenue

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