Free ForeverNo SignupChurn PreventionUpdated 2026

Customer Health Score Calculator

Score each customer's churn risk from engagement, satisfaction, support, and payment signals.

A customer health score combines multiple signals into one predictive metric. High-engagement, satisfied, on-time-paying customers with low support burden are healthy. Low-engagement, dissatisfied customers with overdue invoices are at high churn risk. Act on low scores before renewal.

Product Usage Score (0–100)

Based on login frequency, feature adoption, and activity depth

Last NPS Score (0–10)

Most recent NPS survey response (0–10)

Support Burden Score (0–100)

Inverse of ticket volume — 100 = zero tickets, 0 = very high ticket volume

Payment Reliability (0–100)

100 = always on time, lower for late payments or disputes

Expansion Signal (0–100)Optional — adds expansion signal

Usage growth, seat additions, feature requests — 100 = strong growth

The Formula

Health = Usage×0.35 + NPS×0.28 + Support×0.22 + Payment×0.15

In plain English

Weighted average of usage (35%), NPS (28%), support burden (22%), payment reliability (15%).

Worked Example

70×0.35 + 80×0.28 + 80×0.22 + 95×0.15 = 24.5+22.4+17.6+14.25 = 78.75 — Healthy.

Building a Customer Health Scoring System

Health scoring works best when it's automated and updated at least weekly. Most CS platforms (Gainsight, ChurnZero, Totango) have native scoring. For smaller teams, a weekly spreadsheet or CRM report can achieve 80% of the value at 10% of the cost.

The hardest part is calibrating weights. Run a retrospective on churned customers from the last 12 months: which signals were lowest 90 days before churn? These signals should have the highest weights in your model.

90 days

Typical time to intervene before churn

3–5 signals

Optimal number of health indicators

35%

Product usage typical weighting

60 days

Lead time to prevent churn with intervention

Health Score Thresholds (2026)

Score Range	Risk Level	CSM Action	Timeline
75–100	Low	Expansion play	Next QBR
50–74	Medium	Check-in call	2 weeks
30–49	High	Recovery plan	This week
0–29	Critical	Executive call	Today

Source: Gainsight CS Benchmark Report 2025 · Totango State of Customer Success

Common Mistakes

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Using health score as the only intervention trigger

Health scores lag reality by days or weeks. Also watch for event-based triggers: champion departure, acquisition, pricing complaints, or sudden usage drops — these warrant immediate action regardless of health score.

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Not validating health score against actual churn

Run a quarterly analysis: do customers who churned have lower health scores 90 days before churn than those who renewed? If not, recalibrate weights. A health score that doesn't predict churn is noise.

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Building a single score for all customer segments

An SMB customer's health looks different from an enterprise customer. Build segment-specific health scores with appropriate signals and thresholds.