Customer retention

Customer health score

One number, refreshed weekly, answering the only question the success team has: who do we call first today?

The health score wraps five scattered data sources — logins, feature usage, support tickets, payment history and email engagement — into a single 0–100 scale the whole team reads the same way.

How the score is calculated

Each signal is normalised to a 0–100 scale, then multiplied by the weight you set. The defaults below suit most daily-use software; periodic service businesses usually lower the login weight and raise the payment one.

Signal	Data source	Default weight
Login frequency	System logs	30%
Features in use	Usage events	25%
Open support tickets	Support inbox	20%
Payment history	Invoices & payment gateway	15%
Email engagement	Outreach campaigns	10%

The weights are yours, not ours

Every weight is editable in Settings → Health score, and can differ per customer segment. Changing a weight recalculates twelve months of history so you can compare straight away.

Three bands and what each one triggers

70–100 · HealthyThe customer is using it steadily. This is the group to ask for a case study, a referral, or an upgrade.

40–69 · Worth watchingAt least one signal has turned. The system creates a check-in task for the owner, due in seven days, with a suggested angle based on which signal slipped.

Below 40 · High riskThree or more signals bad at once. The task is escalated, an alert goes to the team channel and it surfaces on the manager’s dashboard.

How it works with everything else

With automation: a drop of more than 15 points in a month creates a task and sends a check-in email.

With revenue reporting: filter recurring revenue sitting in the high-risk band to see how much money is wobbling.

With the pipeline: never upsell an account below 40 points — pitching then usually backfires.

"We set one rule: below 40 points, somebody calls within 48 hours. That rule alone lifted our renewal rate by nine points."

Owen ClarkeCEO, Bamboo Agency

SPECIFICATIONS

Available on: Growth, Enterprise

Recalculated: weekly (or on demand)

History kept: 24 months

Export: CSV, API

See the score for your own customers

Upload your customer list and we score it for free within 48 hours.

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They go together

Three features usually switched on together

Automated outreach

Turns the health score into action: create a task, send an email, change priority.

See features →

Recurring revenue reporting

See how much revenue sits in the high-risk band.

See features →

360° customer profile

Where the health score sits next to everything else about the customer.

See features →

Score your own customers once and see

Nothing to install. Send the list and we send back a scoreboard plus the three customers to call first.

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