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Download Now: Customer Service Metrics Calculator   Free Tool   The same is true in the context of customer relationships. Like the check engine light, customer health score measures a customer's relationship with your brand — including how likely they are to "stay on the road" with your business. In this post, let's break down everything you need to know about the customer health score. Jump ahead: Customer Health Score Why is customer health score important? How to Calculate Customer Health Score Customer Health Score Examples Healthy Customers Are Happy Customers Customer Health Score A customer health score is the best metric to help you determine whether a customer is planning to stay with your brand or leave your brand.

This customer retention metric is especially useful for account managers and customer Phone Number List service teams because it lets you know if a customer is at risk of churning and how high that risk is. Customer health scores vary by industry and how you calculate them for your company will depend on the customer behavior metrics that you find most valuable. Below are a few examples you can use to measure customer health: Product usage Customer feedback Marketing engagement Website activity Customer support cases Product upgrades and renewals you can mix and match to your preference, creating a health score is typically a manual process.


We'll review this in more detail later on. Why is customer health score important? The customer health score tells you exactly where a customer falls on your customer retention scale. Healthy customers are more likely to stay while unhealthy customers are more likely to churn. It's important to establish a customer health scoring system because this gives you the power to identify unhappy customers before it's too late. When a customer's health score falls below a determined threshold, you have an opportunity to reach out to that customer before they decide to stop doing business with you.