What Is a Customer Health Score?
A customer health score is a single metric that summarizes how likely a customer is to renew, churn or expand — blending signals like product usage, support tickets, engagement and survey sentiment. It gives Customer Success an early-warning system to act before a renewal is at risk.
Key takeaways
- Health score combines usage, engagement, support and sentiment into one signal.
- It flags at-risk accounts early — long before the renewal date.
- There's no universal formula; weight the signals that actually predict churn for you.
Common health inputs
- Product usage — breadth and depth of adoption
- Engagement — logins, key actions, stakeholder activity
- Support — ticket volume and severity
- Sentiment — NPS, CSAT and qualitative signals
How to use it
A health score is only useful if it triggers action. Tier accounts into healthy / watch / at-risk, and attach plays to each tier — proactive outreach for red accounts, expansion conversations for green ones.
Frequently asked questions
What is a customer health score?
A composite metric blending usage, engagement, support and sentiment to indicate how likely a customer is to renew, churn or expand.
How do you calculate a health score?
Weight the signals that predict churn in your business, combine them into a score, and tier accounts into healthy, watch and at-risk bands.
What signals go into a health score?
Typically product usage and adoption, engagement, support ticket activity, and survey sentiment like NPS or CSAT.
Related service: Build health scoring in HubSpot