Customer health score dashboard
ChurnZero’s health scores, ChurnScores, give you a deeper understanding of your customers’ health and how to proactively increase it.
Improve retention with ChurnZero’s customer health scores.
ChurnZero’s health scores (ChurnScores) measure and monitor the health of your customer accounts using the metrics you choose. You can score a customers’ likelihood to renew or churn based on their engagement level, behavior, risks and concerns, and other factors, and intervene proactively instead of reacting to surprise churn.
“ChurnZero is probably the most robust CS tool in the market. I really appreciate the number of different data points that it ingests to provide a highly customized churn/ . It provides the quantitative basis for every internal conversation we have around client .” – Mid-market user, via G2
Health score strategies and use cases.
The best health scoring strategies use segmentation, and combine both qualitative and quantitative data such as:
Account attributes: fields that describe the nature of an account.
Engagement and activities: your interactions with the account
Product usage data for specific features, pages, etc.
Journey progression
Usage metrics: license utilization, active contacts, time spent in app.
Risk factors: trends that indicate at-risk accounts based on a large amount of customer data
Support history: support ticket volume and duration, SLA issues, severity of cases.
Loyalty measurements: tenure, customer satisfaction surveys (NPS, CSAT, CES).
Satisfaction: survey results and general feedback
Create health scores for
Different sizes of customers: SMB, mid-market and enterprise.
Customers in different stages of the customer lifecycle.
Customers in different industries.
Customers in different regions with unique factors that affect health.
Prioritization: Immediate learn about and trigger automated campaigns for upcoming renewals and at-risk customers
Proactive alerts based on health score changes
Identification of expansion opportunities
“ChurnScores are my personal favorite; we now have a robust health score model supporting our customer success metrics and forecasting.” – Elisabetta C., via G2
Agentic AI that knows your business inside out.
ChurnZero’s AI Knowledge Sources is an industry-first capability that connects your AI agents directly to the knowledge your team already relies on, so they understand your business as well as your customer data.
The more info your agents have, the smarter they get. AI Knowledge Sources adds another critical layer: your company’s documentation, playbooks, and product knowledge.
By connecting your internal and external knowledge sources (e.g., Zendesk or Confuence), ChurnZero AI agents become even smarter digital teammates, automatically referencing trusted sources as they analyze customer interactions, recommend next steps, and help you scale.