Step 1 — Identify Your Health Score Criteria
Start by thinking about your healthiest customers. What do they have in common? Use the questions below to guide your team discussion, then enter up to 6 criteria.
Step 1 of 4
What does a healthy customer look like?
How do they act and engage?
How do they utilize the technology?
How quickly do they progress through the lifecycle?
Are they engaged with your company beyond the product?
What tells you a renewal is at risk vs. secure?
Your Criteria
(3–6 recommended)
Use a mix of Traditional (usage, NPS, support cases) and Growth-Oriented (engagement, lifecycle progress, relationship reach) criteria for the most complete picture.
Step 2 — Evaluate Your Criteria
For each criteria, answer two questions: what will you learn from it, and when/how will you collect the data? This ensures every criteria is actionable before you commit.
Step 2 of 4
| Criteria | What do we expect to learn? What can we do with that knowledge? | When will we measure and how will we collect the data? |
|---|
Step 3 — Define Your Criteria
Give your team the context they need to score consistently. Write a brief description and define what a low vs. high score looks like for each criteria.
Step 3 of 4
Score range: 1–10 (1 = lowest health signal, 10 = highest). Define the extremes so your team scores consistently.
Examples: Quantitative — "Less than 5 logins/week vs. Daily active use" · Qualitative — "Minimally engaged vs. Responsive and inquisitive" · Temporal — "Monthly check-ins vs. Weekly proactive outreach"
| Criteria | Description (2–4 sentences) | Low Score (1–3) | High Score (8–10) |
|---|
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🟢 Healthy
—
🟡 At Risk
—
🔴 Critical
Criteria Weights
Assign a weight to each criteria. Weights must total 100%. Higher weight = more influence on the final score. Weight based on correlation to churn or retention in your data.
Step 4 of 4
Total Weight
0%
Needs 100%
Customer Scores
Score each customer 1–10 per criteria. The weighted health score and tier (Healthy / At Risk / Critical) update in real time.
CSV format: Customer Name, Criteria 1, Criteria 2, ...
| Customer | Avg | Weighted Score | Health |
|---|
Score Distribution
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—
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🔴 Critical: 1–4
🟡 At Risk: 4–7
🟢 Healthy: 7–10
Customer Health Distribution