Customer Health Score Calculator

Calculate customer health score to predict churn and identify expansion opportunities. Essential for customer success.

Customer Health Score
80
Overall health (0-100)
💡 Health Score Interpretation
• 80-100 = Healthy (expansion opportunity)
• 60-79 = Moderate (monitor closely)
• 40-59 = At Risk (intervention needed)
• 0-39 = Critical (churn imminent)
• Track trends: declining health predicts churn

Customer Health Score

Customer health score predicts renewal likelihood and identifies churn risk early.

Health Score Formula

Health = (Usage × 30%) + (Engagement × 25%) + (Support × 15%) + (Satisfaction × 20%) + (Payment × 10%)

Key Components

Product Usage (30%): Feature adoption, depth of use, frequency. Power users score high, unused features lower score.

Engagement (25%): Login frequency, session duration, user activity. Daily users score higher than monthly.

Support Tickets (15%): Number and severity of issues. Critical bugs tank score, no tickets = healthy.

Satisfaction (20%): NPS, CSAT, survey responses. Direct customer sentiment indicator.

Payment Status (10%): On-time payments, upsells, contract terms. Overdue invoices signal risk.

Example Calculation

SaaS customer scoring:

  • Usage: 75/100 (good adoption)
  • Engagement: 80/100 (frequent logins)
  • Support: 90/100 (few tickets)
  • Satisfaction: 70/100 (moderate NPS)
  • Payment: 100/100 (current)
  • Health Score: (75×0.3) + (80×0.25) + (90×0.15) + (70×0.2) + (100×0.1) = 79
  • Status: Moderate (watch closely)

Action Thresholds

Trigger automated actions based on health score bands to prevent churn and drive expansion.

Frequently Asked Questions

What is a customer health score?

Customer health score quantifies likelihood a customer will renew, churn, or expand. Combines: product usage (30%), engagement (25%), satisfaction (20%), support tickets (15%), payment status (10%). Score 0-100: 80+ healthy, 60-79 moderate, 40-59 at risk, under 40 critical. Predicts churn 60-90 days in advance. Update weekly or monthly.

How do I calculate customer health score?

Five-step process: 1) Identify metrics (usage, engagement, satisfaction, support, payment), 2) Normalize to 0-100 scale, 3) Weight by importance (usage 30%, engagement 25%, satisfaction 20%, support 15%, payment 10%), 4) Calculate weighted average, 5) Segment and track trends. Example: 75 usage, 80 engagement, 90 support, 70 satisfaction, 100 payment = 79 health score (moderate).

What should I do with health scores?

Use health scores to drive actions: 80+ = Upsell and expansion opportunities, ask for referrals. 60-79 = Monitor, check-in calls, ensure adoption. 40-59 = Intervention required, executive sponsor, success plan. Under 40 = Escalate to leadership, save-the-customer plan. Automate: alerts when scores drop, playbooks per segment, weekly CSM review dashboards. Health score ROI: 25-50% churn reduction.

Related Calculators

Churn Rate Calculator

Calculate churn rate

Net Revenue Retention

NRR/NDR calculator

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