---
Title: "What Is a Customer Health Score? How to Build One"
Url: "https://computer.io/glossary/customer-health-score"
Topic: "Metrics"
Description: "A customer health score combines usage, support tickets, sentiment and payments into one number that predicts whether a customer will renew or churn."
---

# 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.

## FAQ

### Who uses customer health scores?

Customer success, account management and support leaders.

### How often should health scores update?

Ideally continuously or daily from live data.

### Can AI improve health scores?

Yes, by spotting patterns in usage and conversations that predict churn.

## Related terms

- [Customer churn](https://computer.io/glossary/customer-churn)
- [Customer retention](https://computer.io/glossary/customer-retention)
- [Customer analytics](https://computer.io/glossary/customer-analytics)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Ai churn prediction](https://devrev.ai/blog/ai-churn-prediction)