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Also known as: health score, customer health

Customer Health Score

ConceptualSalesMetrics

Definition

Customer Health Score: A customer health score is a metric that predicts customer satisfaction, renewal likelihood, and expansion potential based on product usage, engagement, and other signals. Health scores typically combine multiple factors like login frequency, feature adoption, support tickets, and NPS into a single score. They help teams prioritize attention and intervene before problems escalate.

Example Usage

“Customers with health scores below 60 get proactive outreach from success managers; this reduced churn by 25%.”

Common Misconceptions

One formula works for all companies. Health scores should be customized and validated for your customer base.
Health scores are perfect predictors. They're directional signals, not guarantees.
Only unhealthy accounts need attention. Healthy accounts are expansion opportunities.

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