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CS Health Score Planner

Calculate customer health scores and plan churn prevention actions. Enter values for instant results with step-by-step formulas.

Worked Examples

Example 1: The Happy Customer

Problem:Logins 10, Usage 8, NPS 10, Pay 10, Support 9.

Solution:Weighted Sum = 9.3. Health Score = 93.

Result:Champion (Upsell)

Example 2: The Silent Sufferer

Problem:Logins 2, Usage 3, NPS 5, Pay 10, Support 10.

Solution:Weighted Sum = 4.2. Health Score = 42.

Result:Critical Risk

Frequently Asked Questions

What is a Customer Health Score?

A composite metric used by Customer Success teams to predict the likelihood of a customer renewing or churning. It combines quantitative data (usage) with qualitative data (relationship).

What do I do with a Red score?

Start a 'Get Well' plan. Identify the root cause (Technical issue? Stakeholder left?) and assign specific tasks to fix it within 30 days.

How do I score 'Support'?

Look at ticket sentiment and volume. High volume of 'How to' questions is good (engagement). High volume of 'Bug' reports is bad (frustration).

Should I show this score to the customer?

Generally, no. It's an internal risk metric. However, sharing usage data ('You are in the top 10% of users') is a great engagement tactic.

References