Customer Health Score Calculator
Calculate a Customer Health Score in seconds — combining product usage, NPS, payment history, and support tickets. The CS manager early-warning metric to predict churn 60-90 days before it happens.
What Is Customer Health Score?
Customer Health Score is a composite metric (typically 0-100 or Red/Yellow/Green) combining behavioral signals to predict churn risk. Top SaaS companies (Gainsight, ChurnZero) build it from product usage frequency, NPS, payment timeliness, support ticket sentiment, and contract metadata. A score below 40 (or Red) predicts churn within 90 days with ~70% accuracy.
The Four Pillars of Health
1. Product Usage: weekly active users / licenses, depth of feature adoption. 2. NPS / Survey Sentiment: latest verbatim and trend. 3. Financial: payment timeliness, contract size trend. 4. Support: ticket volume, severity, response satisfaction. Weight each pillar by what historical churn data shows is most predictive for your product. Usage is typically 40-50%, sentiment 20%, support 15%, financial 15%.
From Health Score to Action
Red (0-40): immediate Executive Business Review (EBR) + adoption intervention. Yellow (40-70): proactive outreach, training, success plan refresh. Green (70-100): expansion play — upsell, multi-year renewal, advocacy ask. Without a clear action playbook tied to score bands, health scores become reporting theater. The score is only useful if it triggers behavior.
Common Health Score Mistakes
Mistake 1: too many signals diluting the score. Start with 4 signals max. Mistake 2: not back-testing against actual churn. Mistake 3: treating score as static — it must update at least weekly. Mistake 4: ignoring product usage for sentiment-only scores. Behavior beats stated intent. Customers say they're happy then churn — but stopping logins predicts it 60 days ahead.
Sources: Gainsight Customer Success Index, ChurnZero State of CS 2024. Last updated: May 2026.