Scoring customer health in a service business

A health score is only useful when the weights reflect how customers actually use your product. The defaults suit daily-use software, not periodic services.

Pick the signals first, the weights second

Start with three signals you can genuinely measure every week. Add a fourth once you have three months of data to compare.

Set thresholds per segment

Large enterprise accounts log in less often but are worth more. One threshold for every segment is the fastest route to a pile of false alarms.