What is a customer health score?

Customer Health Score is a metric that reflects the current state and level of customer satisfaction with a product or service. It helps to understand how engaged, satisfied, and likely to continue using the product the customer is.

Typically, the Customer Health Score is calculated based on several factors, such as user activity, usage frequency, support inquiries, key actions performed, payment history, and other indicators.

For example: if a customer regularly uses the product, has no issues, and pays on time, their Health Score will be high. Conversely, if activity drops, complaints arise, or payments are delayed, the score decreases.

This is an important tool for retention management, allowing timely identification of churn risks and measures to improve engagement.