Customer health scores
ChurnZero’s health scores, ChurnScores, give you a deeper understanding of your customers’ health and how to proactively increase it.
“The other feature I like is the ChurnScores, and the ability to have several customised algorithms of calculations. This allows for accurate client measurement using data points such as usage, communications, and journeys.” — Asif I.
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.
Customer health score dashboard
See health score changes
Through the ChurnZero Command Center you can see all ChurnScore changes.
“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
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.
Why customer success teams love ChurnZero’s health scores (ChurnScores)
“ ChurnScores are my personal favorite; we now have a robust model supporting our customer success metrics and forecasting.” – Elisabetta C.
Customer success leaders
get a better understanding of the health of the entire customer base to accurately predict revenue and churn.
Customer success operations
can configure ChurnScores for different segments for insight and targeting.
CSMs/CS management
rely on ChurnScores to prioritize and manage their book of business.
Customers
get the attention and tools they need when ChurnScores alert CSMs to issues with the overall health of the relationship.
Learn about all the features of ChurnZero customer success software
Core customer success features
Segment customers create automated plays and journeys, get detailed reporting, and a better understanding of the health of your customer base.
Digital engagement tools
Everything you need to create personalized, automated communications with your customers, right within your product.
ChurnZero power tools
ChurnZero offers a suite of tools to increase your efficiency and elevate your customer success, including:
- Customer Success AI™
- Launchpad, our best-practices template library
- Predictive CS analytics
- Detailed renewal and forecasting
- Advanced reporting tools
- Learning management system integration
See what ChurnZero’s health scores can do for you.
Ask Customer Success GPT™
We asked Customer Success GPT to answer the most common questions about customer health scores.
Customer health scores are critical indicators of customer satisfaction, potential churn, and overall success with your product or service.
What is a customer health score?
A customer health score is a metric that combines various qualitative and quantitative indicators to assess the likelihood of a customer achieving success, continuing to use, or expanding the use of your product or service. It reflects the overall health and potential longevity of the customer relationship.
Which factors should be included in calculating a customer health score?
The factors can vary based on your product and customer base but typically include usage metrics (frequency and depth of product use), support ticket trends (volume and resolution times), customer feedback (NPS®, CSAT scores), payment history (timeliness, upgrades or downgrades), and engagement levels (participation in events, training sessions, or feedback opportunities).
How often should customer health scores be updated?
The update frequency depends on your product’s nature and how quickly customer behavior can change. For dynamic products with frequent customer interactions, updating scores weekly or bi-weekly might be necessary. For others, monthly or quarterly updates might suffice. The key is to ensure the score reflects the most current understanding of customer health.
How can we use customer health scores to reduce churn?
Customer Health Scores enable proactive identification of accounts at risk of churning. By monitoring these scores, customer success teams can intervene early with targeted support, personalized engagement strategies, and by addressing specific issues highlighted by the health score. This not only helps in solving immediate problems but also strengthens the overall customer relationship, potentially averting churn.
Learn more in our customer success glossary, the Churnopedia.