Customer health score

A customer health score is a composite metric, usually on a numeric or red-amber-green scale, that combines several inputs, such as product usage frequency, feature adoption, support ticket volume, NPS or CSAT responses, and payment or contract status, into one indicator of how likely a customer is to renew, expand or churn.

There is no single standard formula; each company weights inputs differently depending on what actually predicts churn in its own customer base, which is usually validated by checking how well past scores correlated with later churn rate. This differs from a single survey metric like CSAT in that it blends behavioral data with feedback data, and is meant to be monitored continuously rather than captured at one moment.

Customer success teams use health scores to prioritize outreach, flagging at-risk accounts before a renewal conversation rather than after a customer has already decided to leave, and to feed attrition risk models and net revenue retention forecasts. A common pitfall is building a score from inputs that are easy to measure rather than ones proven to predict churn, or letting the weighting go stale as the product and customer base change, which quietly erodes the score's accuracy over time.