Customer Health Score Calculator

How to calculate Customer Health Score?

A health score is a weighted average of key performance indicators that signal a customer's success or friction with your product.

Formula: Health Score = (Usage × 0.4) + (NPS × 0.3) + (Support Factor × 0.2) + (Engagement × 0.1)

Using the Health Score calculator: an example

Consider a customer with 85% Usage Frequency, an NPS of 9, and 0 Open Support Tickets.

Step-by-step calculation:

• Weight the high usage (85) as 34 points
• Add the high NPS score (9/10) as 27 points
• Add points for lack of support friction
• Combine for a final score indicating 'Champion' status

Frequently Asked Questions

How often should I calculate health scores?

Most SaaS companies calculate scores weekly or monthly to catch churn signals early.

What is a 'good' health score?

Generally, scores above 75 indicate healthy accounts, while scores below 40 signal high churn risk.

Can health scores predict upsells?

Yes, 'Champions' with high feature adoption are the best candidates for expansion revenue.