Customer Health Scorecard

Use this scorecard to assign a health score to each customer account. Review scores weekly and take action on any account that drops below the “Healthy” threshold.

Health Score Categories

Score each category from 0-25 points. Total score ranges from 0-100.

Category 1: Product Usage (0-25 points)

Criteria	Points	How to Measure
Daily active users at 80%+ of licensed seats	25	Product analytics dashboard
Daily active users at 60-79% of licensed seats	20	Product analytics dashboard
Daily active users at 40-59% of licensed seats	15	Product analytics dashboard
Daily active users at 20-39% of licensed seats	10	Product analytics dashboard
Daily active users below 20% of licensed seats	5	Product analytics dashboard
No logins in the past 14 days	0	Product analytics dashboard

Category 2: Engagement (0-25 points)

Criteria	Points	How to Measure
Executive sponsor active, attends QBRs, responds within 48 hours	10	CSM observation
Champion engages regularly (weekly+ contact)	8	CRM activity log
Customer attends webinars or community events	4	Event attendance records
Customer provides referrals or participates in case studies	3	CS team tracking
No engagement from any stakeholder in 30+ days	0	CRM activity log

Category 3: Support Health (0-25 points)

Criteria	Points	How to Measure
CSAT score 4.5+ (out of 5) over last 90 days	10	Support platform
No open critical (P1) tickets	8	Support platform
Average ticket resolution time under SLA	4	Support platform
NPS score 8+ at last survey	3	Survey tool
Open P1 ticket for 5+ days or CSAT below 3.0	0	Support platform

Category 4: Business Outcomes (0-25 points)

Criteria	Points	How to Measure
Customer has documented ROI or achieved stated goals	10	QBR notes, success plan
Customer has expanded (added seats, modules, or budget)	8	CRM contract data
Customer renewed on time at last renewal	4	CRM renewal records
Customer’s contract utilization exceeds 90%	3	License usage data
Customer has not achieved any stated goals	0	QBR notes

Health Score Thresholds

Total Score	Status	Action Required
80-100	Healthy (Green)	Continue standard engagement. Explore expansion opportunities.
60-79	Attention (Yellow)	Schedule a proactive check-in. Identify and address emerging risks.
40-59	At Risk (Orange)	Escalate to CS manager. Create a 30-day save plan. Increase touch frequency.
0-39	Critical (Red)	Executive escalation. Weekly internal review. Dedicated recovery plan.

Account Health Tracking Sheet

Copy this table to track health scores over time.

Account Name	ARR	Usage (0-25)	Engagement (0-25)	Support (0-25)	Outcomes (0-25)	Total	Status	Trend	CSM	Next Action

Trend column: Use arrows or text to indicate direction (improving, stable, declining).

Review Cadence

• Weekly: CSMs update scores for their accounts. Flag any account that moved from Green to Yellow or below.
• Bi-weekly: CS team reviews all Yellow and Orange accounts in a pipeline meeting. Assign specific actions with deadlines.
• Monthly: CS leadership reviews all Red accounts and overall portfolio health distribution. Identify systemic trends.
• Quarterly: Validate scoring criteria against actual churn data. If accounts that churned had Green scores, the model needs recalibration.