Calculate customer health scores across five key dimensions to predict churn risk and expansion opportunities. Get a composite health score with risk classification and recommended actions.
Customer health scores aggregate multiple signals — product usage, support burden, satisfaction, renewal risk, and feature adoption — into a single 0-100 composite score. Higher scores indicate healthier, lower-churn customers.
Rate each dimension on a 1-10 scale for the customer you are scoring. For inverted metrics (higher = worse), the calculator automatically inverts the score.
Get our playbook with health score templates, churn prevention plays, and expansion trigger criteria.
Customer health scores are the foundation of proactive customer success management. Instead of reacting to churn when it's too late, health scores give customer success teams an early warning system to identify at-risk accounts before they decide to leave.
Example 1: Healthy Customer
Product Usage: 9 | Support Tickets: 8 (few tickets) | NPS: 9 | Renewal Risk: 9 | Feature Adoption: 80%
Health Score: ~87/100 — Strong expansion candidate
Example 2: At-Risk Customer
Product Usage: 3 | Support Tickets: 2 (many tickets) | NPS: 4 | Renewal Risk: 3 | Feature Adoption: 25%
Health Score: ~27/100 — Critical intervention needed
Effective health scoring requires: identifying the 5-8 most predictive signals for your product (based on churn analysis), weighting signals by predictive importance, setting thresholds that match your historical churn patterns, automating score calculation via your CRM or CS platform, and creating playbooks for each health tier.
What signals should be in a health score?
The most predictive signals across industries: product login frequency, core feature usage depth, support ticket volume and sentiment, NPS/CSAT scores, stakeholder engagement, contract utilization %, and time since last executive sponsor contact.
How often should health scores be updated?
Health scores should update automatically based on real-time data triggers (support ticket filed, NPS response received, usage milestone hit). Manual review of scores should happen monthly for strategic accounts and quarterly for smaller segments.
What is a good customer health score target?
Target 70%+ of your customer base in the "Healthy" tier (70-100). If more than 30% of accounts are "At Risk" or "Critical," review your onboarding process, product adoption programs, and customer success coverage model.