Customer Health Score Calculator
Rate a customer across 6 signals and see where they stand. Catch problems before they turn into cancellations.
Customer Metrics
1 = rarely logs in, 10 = daily power user
1 = many tickets (bad), 10 = self-sufficient
1 = detractor, 10 = strong promoter
1 = uses one feature, 10 = uses all core features
1 = unlikely to renew, 10 = already renewed early
1 = declining rapidly, 10 = growing consistently
A few things look off. Worth reaching out before small issues become big ones.
Recommended Actions
- ‣ Nothing alarming right now, but keep an eye on the trend over the next few weeks.
How Customer Health Scores Work
Every CS team has that moment: a big account churns, and in hindsight, the warning signs were there for months. Nobody connected the dots in time. Health scores exist to prevent that.
Instead of waiting for a cancellation email, you score each account across the signals that actually matter - how often they log in, whether they're filing frustrated support tickets, if they've stopped exploring new features. Roll those signals into one number and you can spot trouble early.
This calculator uses 6 dimensions on a 1-10 scale. The default weights treat every signal equally, but you can adjust them to match your business. A usage-heavy SaaS product should weight logins and feature adoption higher. A professional services firm probably cares more about satisfaction and renewal intent.
Frequently Asked Questions
Common questions about customer health scoring.
It's a number between 0 and 100 that tells your CS team how a specific account is doing. Think of it like a credit score for customer relationships. High means they're engaged and likely to renew. Low means something's off and you should probably reach out.
Above 70 is generally healthy - the customer is active, satisfied, and sticking around. Between 40 and 70 means something needs attention but it's not a fire. Below 40 is a red flag, usually meaning multiple signals are pointing the wrong direction at once.
Monthly works for most accounts. For enterprise customers or anyone already flagged as at-risk, check weekly. Don't obsess over the exact number - the goal is catching downward trends early enough to act on them.
Not every signal matters equally for every business. If you run a usage-based SaaS product, daily logins matter way more than NPS. If you're a services company with annual contracts, renewal intent and satisfaction probably carry more weight. Adjust to match how your business actually works.
Don't fire off a generic "just checking in" email. Look at which specific metrics dropped - that tells you where to dig in. If usage fell off, find out why. If satisfaction tanked, get on a call. The worst move is ignoring it and hoping the score bounces back on its own.
Can't find what you're looking for? Contact us at support@featureos.app