A customer health score is a composite measure of how likely a customer is to renew, churn, or expand, based on signals like usage, engagement, and outcomes. It turns scattered indicators into a single early-warning metric so you can act on at-risk accounts before they leave.

By the time a customer tells you they are leaving, the decision is usually already made. A health score is an attempt to see churn coming while you can still do something about it, by watching the signals that precede a cancellation rather than waiting for the cancellation. The value is entirely in acting early, not in the score itself.

Example:

An account with declining usage and no recent wins scores as at-risk months before renewal, giving you time to intervene rather than react.

What goes into a customer health score?

Signals that precede renewal or churn, such as product usage, engagement, support issues, and whether the customer is achieving outcomes.

Why use a health score?

It surfaces at-risk accounts early, while intervention is still possible, rather than discovering the problem at renewal when the decision is made.