---
title: "Customer Health Score"
description: "A composite metric that predicts churn risk by combining usage, support activity, NPS, and engagement signals."
category: "Feedback & Sentiment"
canonical: https://featureos.com/glossary/customer-health-score
markdown: https://featureos.com/glossary/customer-health-score.md
source: FeatureOS (https://featureos.com)
---

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](/tools/customer-health-score) 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.

---
Source: FeatureOS — https://featureos.com/glossary/customer-health-score
FeatureOS: product feedback, roadmaps & changelogs — https://featureos.com