Feedback & Sentiment
Customer Health Score
A composite metric that predicts churn risk by combining usage, support activity, NPS, and engagement signals.
A customer health score is a composite metric that predicts how likely a customer is to churn, renew, or expand. It combines multiple signals into a single number so your team can act before problems escalate.
No single signal tells the full story. A customer might skip your emails but use the product daily. Or they might have strong usage stats but quiet frustration. The health score combines signals to give you a more honest picture.
What goes into it#
There's no universal formula, but most B2B teams pull from the same inputs:
- Product usage, frequency, depth, which features they're actually using
- Support tickets, volume, sentiment, how often issues escalate
- NPS or CSAT, how they've rated the product when asked directly
- Engagement, QBR attendance, doc reads, webinar signups
Check out the FeatureOS customer health score tool for a starting point that combines feedback signals with usage data.
Why it beats gut feel#
Customer success teams have good instincts, but those instincts don't scale. At 50 accounts, you can feel when something's off. At 500, you need a system.
A well-tuned health score lets you act before a customer decides to leave, not after.