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Customer Health Score
A composite score (typically 0-100 or colour-coded Red/Yellow/Green) that aggregates multiple signals (product usage, support tickets, NPS, engagement, contract value) to represent the overall health of a customer account.
What it shows
The health score provides a single actionable signal for CS teams to triage their book of business — surfacing which accounts need immediate intervention and which are strong expansion candidates based on objective data rather than gut feel.
Formula
Health Score = Σ(Signal Score × Weight) for each component. Example weighting: usage 40%, NPS 25%, engagement 20%, support sentiment 15%. Defined thresholds determine Red (<40), Yellow (40-70), Green (>70) status.