Health Score
Definition
A composite metric that aggregates multiple signals -- product usage, support tickets, engagement, sentiment -- to indicate the overall health of a customer account.
Health scores give CSMs an at-a-glance view of which accounts are thriving, at risk, or declining. Inputs typically include product adoption metrics, support ticket volume and sentiment, NPS/CSAT responses, billing status, and stakeholder engagement frequency. Effective health scores are predictive -- they correlate with actual churn and expansion outcomes. CS platforms like Gainsight, Totango, and ChurnZero provide health scoring frameworks.
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FAQ
What does Health Score mean?
Health scores give CSMs an at-a-glance view of which accounts are thriving, at risk, or declining. Inputs typically include product adoption metrics, support ticket volume and sentiment, NPS/CSAT responses, billing status, and stakeholder engagement frequency. Effective health scores are predictive -- they correlate with actual churn and expansion outcomes. CS platforms like Gainsight, Totango, and ChurnZero provide health scoring frameworks.
What are the best Health Score tools?
Top tools related to Health Score: Tinybird, Hightouch, Mixpanel, Amplitude, ChartMogul.