Customer Health Score Calculator
Calculate a customer's health score based on usage, engagement, and support metrics. See if they're healthy, at-risk, or critical.
How often do they log in?
Monthly active
How much of your product do they use?
Moderate (25-50% features)
How do they respond to outreach?
Occasionally responds
What's their support ticket activity?
Multiple tickets
When did they last take meaningful action?
This month
How it's calculated
This calculator uses a weighted formula: each metric is scored 0-100, then multiplied by its weight. The sum gives you the health score. Learn more about health score formulas
What is a customer health score?
A customer health score is a metric that quantifies the overall health of a customer relationship. It typically ranges from 0-100 and combines multiple signals—product usage, feature adoption, engagement, and support interactions—into a single number that predicts whether a customer is likely to renew or churn.
Think of it as a vital sign for your customer relationships. Just as doctors monitor heart rate and blood pressure to assess patient health, customer success teams monitor usage and engagement to assess account health.
How this calculator works
This calculator uses a weighted formula to calculate health scores. Each metric is scored 0-100, then multiplied by its weight based on how predictive it is of churn:
The weights are based on industry benchmarks. In practice, you should adjust them based on your own churn data—which signals actually predict churn for your customers?
What do the scores mean?
- Healthy (70-100): Active usage, high engagement, no red flags. Focus on expansion opportunities with these customers.
- At-Risk (50-70): Declining signals or stagnant engagement. Proactive outreach recommended—schedule a check-in call.
- Critical (0-50): Multiple warning signs present. Immediate intervention required to prevent churn.
Limitations of manual scoring
This calculator is great for understanding the concept, but manually scoring each customer doesn't scale. You need automation to:
- Calculate scores in real-time as customer behavior changes
- Track all customers, not just the ones you remember to check
- Get alerts when scores drop below thresholds
- See trends over time, not just point-in-time snapshots
Learn more about health scores
Frequently Asked Questions
What is a customer health score?
A customer health score is a metric (typically 0-100) that measures how likely a customer is to continue using your product. It combines usage, engagement, and support data to predict churn risk.
How do I calculate a customer health score?
Calculate health scores by: 1) Identify key metrics (usage, adoption, engagement, support), 2) Normalize each to 0-100, 3) Apply weights based on importance, 4) Sum the weighted scores. Our calculator does this automatically.
What is a good health score?
Generally: 70-100 is healthy (low churn risk), 50-70 needs attention (moderate risk), below 50 is critical (high churn risk). However, calibrate thresholds based on your actual churn data.
How often should I calculate health scores?
Ideally in real-time or daily. Weekly or monthly updates often miss critical warning signs. Tools like FirstDistro calculate scores continuously as customer activity happens.