~2 min read
A customer health score is a single composite metric that predicts churn risk and expansion potential. Instead of monitoring 15 separate signals — login frequency, feature adoption, support tickets, NPS, seat growth — you reduce them to a single number that drives CS team action.
Why customer health scores reduce churn
Customer success teams that operate without a health score react to churn — they only know a customer is at risk when they submit a cancellation request. Teams with health scores can identify at-risk customers 60–90 days before cancellation, when intervention is still possible.
In practice, customers with health scores below 40 churn at 3–5× the rate of customers with scores above 70. A weekly review of all accounts below 50 — and escalation of accounts below 35 — is a straightforward playbook that reduces churn 20–40%.
How the score is calculated
This calculator uses five dimensions weighted by their typical predictive power:
| Dimension | Weight | What to measure |
|---|---|---|
| Product usage | 30% | DAU (Daily Active Users), feature adoption, breadth of use |
| Engagement | 25% | Login frequency, team adoption, email engagement |
| NPS / satisfaction | 20% | Last NPS survey score or CSAT (Customer Satisfaction Score) |
| Support health | 15% | Open tickets, time-to-resolution, severity |
| Growth / expansion | 10% | Seat growth, usage vs limit, upsell signals |
Health score thresholds
| Score | Status | Action |
|---|---|---|
| 80–100 | Healthy | Expansion candidate — offer upgrade or case study |
| 60–79 | Neutral | Monitor monthly — address any engagement gaps |
| 40–59 | At Risk | Assign CSM (Customer Success Manager) — schedule check-in call this week |
| 0–39 | Critical | Escalate — high churn probability in 30 days |
How to use this calculator
Score each dimension from 0 to 100 based on your customer's actual behaviour data. The calculator computes the weighted composite score and recommends the appropriate intervention level.
Enter your values above and results update instantly.
Frequently asked questions
What does this calculator do? Score your SaaS customers by usage, engagement, and NPS to predict churn risk and identify expansion opportunities.