Customer Health Score
A customer health score is a composite metric that aggregates multiple data points to assess the overall health of a customer relationship and predict the likelihood of renewal or churn.
In Depth
Customer health scores combine product usage data, support interaction history, NPS responses, payment patterns, and engagement metrics into a single actionable indicator. Typically scored on a scale (0-100 or color-coded green/yellow/red), health scores enable customer success teams to prioritize their efforts on accounts that need the most attention. Key inputs include: login frequency, feature adoption breadth, support ticket volume and sentiment, contract renewal timeline, and stakeholder engagement.
AI agents contribute to health scoring by analyzing conversation sentiment in real-time, tracking resolution satisfaction, and flagging accounts where support interactions suggest declining satisfaction. Automated workflows can trigger based on health score changes — a drop below a threshold might automatically schedule a check-in call or send a personalized engagement email.
Related Terms
Churn Prediction
Churn prediction uses data analytics and machine learning to identify customers who are likely to stop using a product or service before they actually leave.
Customer Success
Customer success is a business strategy focused on ensuring customers achieve their desired outcomes while using your product, driving retention, expansion, and advocacy.
Customer Lifetime Value (CLV)
Customer Lifetime Value (CLV) is the total revenue a business can expect from a single customer account throughout the entire duration of their relationship.
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