ClarivoxxBy Abdessamad Ghanem

Free tool

Customer Health Score Calculator

Customer health score = Σ (component score × weight), with weights totaling 100%. Score each of the five components from 0 to 100 below. The calculator gives the total, the risk band (Risk, Watch, Healthy or Champion) and the weakest component, which is where the next action should start.

Score each component from 0 to 100

82
68
55
72
90

Total weight: 100%

Health score · Watch

72.4

Book a CSM check-in within the week and act on the weakest component.

Weakest component

Relationship engagement · 55

Map stakeholders, confirm the executive sponsor and add a second contact.

0–49 Risk50–74 Watch75–89 Healthy90+ Champion
82 × 0.30 + 68 × 0.25 + 55 × 0.20 + 72 × 0.15 + 90 × 0.10 = 72.4

Frequently asked questions

How is a customer health score calculated?
Each component is scored on a 0–100 scale, multiplied by its weight, and the results are added. With weights of 30/25/20/15/10 and scores of 82, 68, 55, 72 and 90, the health score is 72.4.
What are good customer health score bands?
A common structure is Risk (0–49), Watch (50–74), Healthy (75–89) and Champion (90–100). Validate the bands against your own churn: the Risk band should churn several times more often than the Healthy band.
Which component should I act on first?
The weakest one. Two accounts with the same total can need different actions: low adoption calls for enablement, weak relationship engagement for stakeholder mapping, poor support health for an escalation review.

About the author

Abdessamad Ghanem

Customer Experience & Customer Success Consultant · Founder of Clarivoxx

Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.

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