Customer Metrics

Customer Health Score

A composite metric combining product usage, engagement, and relationship signals to predict a customer's likelihood of renewing or churning.

Customer health scores aggregate multiple signals — login frequency, feature adoption breadth, support ticket volume, NPS responses, stakeholder engagement — into a single number that predicts future customer behaviour. A high health score correlates with renewal and expansion; a declining score is an early warning that the customer is drifting toward churn. The power of a health score is that it surfaces risk before the customer explicitly signals intent to cancel, giving the customer success team time to intervene. Building an effective health score requires knowing which signals actually predict churn in your specific customer base — which varies by product, customer segment, and sales cycle. Overly complex scores with dozens of inputs can be as misleading as simple ones if the weights are not empirically validated against actual churn outcomes.