A customer health score (CHS) combines multiple data signals into a single indicator—often a numeric score or color-coded status (red/yellow/green)—to help customer success and support teams proactively identify at-risk accounts before they escalate or churn.
Typical input signals include:
- Product usage: Login frequency, feature adoption, seats utilized
- Support activity: Open ticket count, unresolved escalations, repeat contacts
- Relationship signals: NPS (Net Promoter Score) response, executive sponsor engagement
- Commercial signals: Contract renewal date, overdue invoices
Each signal is weighted and combined into an overall score. For example, a customer with high product usage but three unresolved critical tickets might still show a yellow score due to the open support risk.
CHS is most commonly used in B2B (business-to-business) SaaS (software as a service) environments. Support teams contribute directly by resolving issues quickly and flagging repeated contacts that may indicate deeper dissatisfaction.