Customer Health Score

A Health Score aggregates signals into one number, typically a colour-coded indicator (Green/Yellow/Red) showing whether a customer is healthy, at risk, or in danger of churning.

In our experience, the greatest value comes not from the score itself, but from the proactive action it triggers. In other words, a Health Score without a workflow that responds to red signals is just a dashboard.

Typical structure:

Dimension	Example Signal	Weight
Product usage	Daily logins, feature adoption	30%
Support	Open critical tickets, CSAT	20%
NPS/Sentiment	NPS score, survey responses	25%
Payment	Paid on time, contract value	15%
Engagement	Email open rate, event attendance	10%

Implementation

Start simple: 3-5 variables, manual scoring. Calculate weekly and use it to prioritise the customer success team's efforts. Furthermore, only add complexity after you have used the simple version for at least one quarter.