What is a customer health score calculator?

The customer health score calculator is a practical, data-driven template that helps customer success teams monitor the well-being of their customer accounts.

By combining multiple customer signals, such as product usage, support interactions, sentiment, and engagement, it provides a single, easy-to-understand score that reflects overall account health.

Whether you're aiming to reduce churn, identify upsell opportunities, or just stay proactive in your outreach, this calculator offers a clear, standardized way to evaluate how each customer is doing and where your team should focus its efforts.

What’s inside the template?

This calculator is structured around four core metrics that collectively determine a customer’s health score:

  • Product usage score – Based on how often customers log into your product.
  • Support score – Reflects how many support tickets are open versus resolved, and whether any are critical.
  • Sentiment score – Captures customer satisfaction using Net Promoter Score (NPS) ratings.
  • Engagement score – Tracks customer touchpoints over the last 90 days, including emails, meetings, and executive business reviews (EBRs).

Each customer gets a final score out of 100, automatically color-coded:

  • Green (80–100) – Healthy
  • Yellow (60–79) – Caution
  • Red (0–59) – At-Risk

The template includes a built-in dashboard for score input, automated total calculation, and health status classification.

How to use the template

  1. Input your data – Enter the relevant customer data in the dashboard across four columns: product usage, support, sentiment, and engagement.
  2. Follow the scoring logic – Use the provided logic sheets to assign scores based on login frequency, ticket volume, NPS, and recent interactions.
  3. Track customer health – Once scores are added, the template calculates a total score and assigns a color-coded health status.
  4. Take action – Focus efforts on Red-status accounts to reduce churn, and engage with Yellow accounts to improve satisfaction and adoption. Use this view to plan proactive outreach and quarterly reviews.

The calculator gives you a centralized, at-a-glance summary of where every customer stands—so no one falls through the cracks.

Download your customer health score calculator

Customer health score calculator

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