Customer Health Score Calculator SaaS 2027

Calculate SaaS Customer Health Score 2027 — composite metric (product usage + NPS + support tickets + payment history) to predict churn risk and trigger CSM action.

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Customer Health Composition

Weighted blend: 40% usage (logins, features used, % seats active), 30% NPS, 15% support volume, 15% payment history. Adjust weights per business model.

Why CHS Matters

Churn is rarely sudden — usage drops 60-90 days before cancellation. CHS = early warning system. CSM intervention at orange/red can save 30-50% of would-be churners.

Action Framework

Green (80+): expand, refer, case study. Yellow (60-79): training, QBR. Orange (40-59): exec sponsor, save plan. Red (<40): retention offer, possibly let go gracefully.

CHS Data Sources

Product analytics (Mixpanel, Amplitude, Heap), NPS surveys (Delighted, Wootric), support (Zendesk, Intercom), billing (Stripe). Consolidate via Gainsight, Totango, Catalyst.

Source: gainsight.com Customer Health Framework, totango.com CSM metrics. Last updated: May 2026.