What is a customer health score?
A customer health score is a single number or rating that combines signals such as product usage, support activity, sentiment, survey scores and payment history to show how likely a customer is to renew, expand or churn, so teams can act before problems escalate.
Example inputs
| Signal | Weight (example) |
|---|---|
| Product usage trend | 30% |
| Open high-severity tickets | 20% |
| Sentiment | 15% |
| NPS or CSAT | 15% |
| Executive engagement | 10% |
| Payment status | 10% |
Building one
Pick signals tied to past churn, weight them, score accounts as green, yellow or red, and validate against outcomes.
Acting on it
Red accounts get outreach; recurring support issues go to engineering.
