What is a customer health score?
A customer health score compresses many leading signals into one figure a success team can act on. Because it predicts churn and expansion before they occur, it is the backbone of a proactive customer success motion.
The score is only as good as its inputs and weighting. A useful health score is built from signals that actually correlate with renewal in your data, not a generic checklist.
Short answer
A customer health score is a composite metric that combines signals like product usage, engagement, support tickets, and sentiment into a single number predicting whether an account will renew, churn, or expand. It lets customer success prioritize at-risk accounts before churn happens, turning retention from reactive to proactive.
Key takeaways
- Combines usage, engagement, support, and sentiment signals.
- Predicts churn, renewal, and expansion.
- Enables proactive intervention before churn.
- Only as good as its inputs and weighting.
Building a health score that works
Start from data: which signals actually preceded churn and renewal in your history. Common inputs are product usage depth and breadth, login frequency, feature adoption, support ticket volume and sentiment, NPS, and executive engagement. Weight them by how well each predicts the outcome.
A health score should drive action, not just color-code accounts. Each risk band needs a defined play, so a declining score triggers outreach while there is still time to save the account.
How Ardovo handles it
Ardovo builds health scores from live usage, engagement, and support signals and predicts at-risk accounts. Rook prompts the owner before a renewal is threatened and flags healthy accounts ready for expansion, so success plays both defense and offense.
Frequently asked questions
What is a customer health score?
A composite metric combining signals like product usage, engagement, support activity, and sentiment into one number that predicts whether an account will renew, churn, or expand, so success teams can act before churn happens.
What signals go into a health score?
Product usage depth and frequency, feature adoption, support ticket volume and sentiment, NPS, and executive engagement. Choose and weight signals by how well each actually predicts renewal in your data, not a generic template.
How do you use a customer health score?
To prioritize action. Each risk band should trigger a defined play, so a declining score prompts outreach while there is time to save the account, and a strong score flags expansion opportunities. The score must drive plays, not just labels.