A customer health score is a composite metric that predicts how likely a customer is to churn, renew, or expand. It combines multiple signals into a single number so your team can act before problems escalate.
No single signal tells the full story. A customer might skip your emails but use the product daily. Or they might have strong usage stats but quiet frustration. The health score combines signals to give you a more honest picture.
What goes into it
There's no universal formula, but most B2B teams pull from the same inputs:
- Product usage, frequency, depth, which features they're actually using
- Support tickets, volume, sentiment, how often issues escalate
- NPS or CSAT, how they've rated the product when asked directly
- Engagement, QBR attendance, doc reads, webinar signups
Check out the FeatureOS customer health score tool for a starting point that combines feedback signals with usage data.
Why it beats gut feel
Customer success teams have good instincts, but those instincts don't scale. At 50 accounts, you can feel when something's off. At 500, you need a system.
A well-tuned health score lets you act before a customer decides to leave, not after.