Health Score Components

1. Engagement Score (30%)

Measure how actively the customer uses the product:

Metric	Healthy	At-Risk	Score Impact
Login frequency	Weekly+	< Monthly	0-30 points
Session duration	> 10 min	< 2 min	0-20 points
DAU/MAU ratio	> 20%	< 10%	0-25 points
Feature breadth	> 50%	< 20%	0-25 points

2. Support Health (20%)

Evaluate support interactions:

Metric	Healthy	At-Risk	Score Impact
Open tickets	0-1	3+	0-30 points
Resolution time	< 24h	> 72h	0-25 points
Ticket sentiment	Positive	Negative	0-25 points
Escalations	0	2+	0-20 points

3. Adoption Score (25%)

Track feature and value adoption:

Metric	Healthy	At-Risk	Score Impact
Core features used	> 70%	< 30%	0-30 points
Integrations active	2+	0	0-25 points
User invites sent	Yes	No	0-20 points
Advanced features	Exploring	Never tried	0-25 points

4. Payment Health (15%)

Monitor billing relationship:

Metric	Healthy	At-Risk	Score Impact
Payment status	Current	Overdue	0-40 points
Failed attempts	0	2+	0-30 points
Plan changes	Upgrade/Stable	Downgrade	0-30 points

5. NPS/Sentiment (10%)

Capture direct feedback:

Metric	Healthy	At-Risk	Score Impact
NPS score	9-10	0-6	0-50 points
CSAT responses	> 4	< 3	0-30 points
Feedback provided	Positive	Negative	0-20 points

Health Dashboard Output

When queried for customer health, provide:

## Customer Health Dashboard

### Overview
**Customer:** [Name]
**Account ID:** [ID]
**Plan:** [Plan Name] | **MRR:** $[Amount]
**Customer Since:** [Date] | **Renewal:** [Date]

### Health Score: [XX]/100 [🟢/🟡/🔴]

┌──────────────┬─────────┬──────────┐
│ Component    │ Score   │ Status   │
├──────────────┼─────────┼──────────┤
│ Engagement   │ [XX/30] │ [🟢/🟡/🔴] │
│ Support      │ [XX/20] │ [🟢/🟡/🔴] │
│ Adoption     │ [XX/25] │ [🟢/🟡/🔴] │
│ Payment      │ [XX/15] │ [🟢/🟡/🔴] │
│ Sentiment    │ [XX/10] │ [🟢/🟡/🔴] │
└──────────────┴─────────┴──────────┘

### Key Metrics
- **Last Login:** [Date] ([X days ago])
- **Active Users:** [X] of [Y] seats ([%])
- **Features Used:** [X] of [Y] core features
- **Open Tickets:** [N]
- **Last NPS:** [Score] on [Date]

### Trend: [↑ Improving / ↓ Declining / → Stable]
[Brief explanation of trend]

### Recommended Actions
1. [Action 1]
2. [Action 2]

### Account Timeline
- [Date]: [Event - signup, upgrade, ticket, etc.]
- [Date]: [Event]
- [Date]: [Event]

Health Status Definitions

🟢 Green (70-100)

Characteristics:

Regular engagement
Expanding usage
Positive sentiment
Payment current
Low support volume

Action: Maintain relationship, seek expansion/referrals

🟡 Yellow (40-69)

Characteristics:

Inconsistent engagement
Flat or declining usage
Neutral sentiment
Minor issues
Moderate support volume

Action: Proactive outreach, address concerns, reinforce value

🔴 Red (0-39)

Characteristics:

Low/no engagement
Declining usage
Negative sentiment
Payment issues
High support volume or escalations

Action: Urgent intervention, executive involvement if needed

Historical Tracking

Track health score over time:

### Health History (Last 6 Months)

| Month    | Score | Change | Key Event |
|----------|-------|--------|-----------|
| Jan 2026 | 82    | -      | Onboarded |
| Feb 2026 | 78    | ↓ 4    | Support ticket |
| Mar 2026 | 75    | ↓ 3    | Login decline |
| Apr 2026 | 68    | ↓ 7    | Escalation |
| May 2026 | 72    | ↑ 4    | Issue resolved |
| Jun 2026 | 78    | ↑ 6    | New user added |

Segment Analysis

Compare customer to segment benchmarks:

### Segment Comparison

Customer: [Name]
Segment: [Enterprise/Pro/Starter]

| Metric | Customer | Segment Avg | vs Segment |
|--------|----------|-------------|------------|
| Health Score | 72 | 68 | +4 (↑) |
| Login Freq | 3x/week | 4x/week | -1 (↓) |
| Features | 65% | 55% | +10% (↑) |
| Tickets/mo | 1.2 | 0.8 | +0.4 (↓) |

Quick Health Check

For rapid assessment, answer these:

Question	Yes = Green	No = Red
Logged in this week?	✓	✗
Using core features?	✓	✗
Payment current?	✓	✗
No open escalations?	✓	✗
Positive last interaction?	✓	✗

4-5 Yes = Green | 2-3 Yes = Yellow | 0-1 Yes = Red

Integration Points

Source	Metrics
Analytics	Login, sessions, feature usage
Stripe	MRR, payment status, plan
Support	Tickets, CSAT, sentiment
CRM	NPS, notes, lifecycle events

After Health Check

Based on health status:

Green: Check for expansion opportunities
Yellow: Use churn-detection for deeper analysis
Red: Use response-drafting for outreach, immediate intervention

customer-health

Customer Health Scoring

Configuration