Customer health scores

A customer health score is a simple summary, often a number or a red, amber and green label, that tells you how well an account is doing. It is built from several signals, such as how often people log in, whether they use the key features, how many support tickets are open and whether payments are on time. For example, a customer who logs in daily, has adopted three core features and pays on time might be green, while one who has gone quiet for a month turns amber. ChurnZero, Custify, Gainsight, Planhat, Totango and Vitally are tools in the library that list this feature.

Without a score, a customer success team relies on gut feeling and on whoever shouts loudest. A shared score makes it easier to decide who needs attention first, and to spot trends across the customer base. You need it when you have more accounts than the team can review individually. You can skip it when you have very few customers, because a short conversation tells you more than a score does.

• Whether you can define the inputs and weights yourself or must accept a fixed formula.
• How the score is explained, so a colleague can see what caused a change.
• Whether scores are tracked over time, so you can see whether an account is improving.
• Whether health data can be viewed at account level and at the level of individual users.