To excel at customer success you need to understand your customer health score. According to a study by Gartner, 88% of Account Managers (CSMs) think they can grow by delivering a great service, which is reflected in your customer health score measures.
May 17, 2021
How to Have a Customer Health Score Beyond Just NPS
(Which We Know 46% of You Use!)
May 17, 2021
To excel at customer success you need to understand your customer health score. According
to a study by Gartner, 88% of Account Managers (CSMs) think they can grow by delivering a
great service, which is reflected in your customer health score measures.
A customer health score is a metric used to determine whether customers are healthy or at-
risk of dropping off. Customers with high health scores are high-value, repeat customers –
this comes hand-in-hand with business growth.
In this Process Street article, we give you 7 vital indicators you need for determining
customer health. We then explain how you can use these indicators to calculate customer
health score values, before looking at examples of customer health scoring in practice.
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Let’s start scoring!
Our secret source: 7 indicators for calculating customer success
A customer health score is a vital metric indicating what’s happening in your customer
accounts early enough to act appropriately, reduce churn, and continue to grow. The measure
determines an account’s wellbeing using qualitative measures.
Note: There are several terms used in the market describing the same metric, which include:
account health score and customer success score. For the this article, we’ll be using the term
customer health score.
As your team grows, you’ll need a structured, organized approach to customer success
management, and for that, you need data and numbers.