Glossary term
Customer Health Score
A customer health score condenses an existing customer's signals into one number, usually 0 to 100, that estimates whether the account will renew, grow or leave, so customer success knows where this week's attention should go.
What is a customer health score?
A customer health score is a composite rating calculated for each paying customer, not for prospects. It turns several observed signals into one figure you can compare across accounts: how engaged the customer is with your team, how close the renewal is and whether anyone is working it, whether expansion opportunities are open, how long the relationship has lasted and, in some tools, ticket volume or payment behavior. Each signal carries a weight that reflects how well it predicts renewal, and the total is banded into levels such as healthy, watch and critical. The premise is simple: churn is rarely sudden. Weeks before a cancellation, meetings thin out, replies slow down and the renewal date approaches with nobody preparing for it. A health score surfaces that pattern while there is still time to act.
It is not the same as a deal health score, which rates an open opportunity before the sale, or as NPS, which records what customers say about you. A health score is built from behavior the CRM can observe, not from survey answers.
Typical inputs and warning signs
| Signal | What it measures | Warning sign |
|---|---|---|
| Engagement | Meetings, calls and other touches in a recent window | An account that met monthly has had no meeting for two months |
| Renewal status | Time to renewal and whether it is being worked | Renewal in 30 days and no renewal deal open |
| Open sales | Expansion or upgrade opportunities in progress | No expansion talk since the contract began |
| Tenure | Months since the contract started | A first-year customer that has not settled in yet |
| Support and billing (some tools) | Open tickets and late invoices | Three urgent tickets and an overdue invoice in one month |
Illustrative example: a software reseller in Riyadh supports a retail chain on an annual license. Last spring the chain's IT lead joined a quarterly review and asked for pricing on ten more branches. Since then no call has been logged for nine weeks, the expansion deal was marked lost, and the renewal falls due in 45 days. None of these facts alarms anyone on its own, but together they push the account into the at-risk band, and the account manager books time with the sponsor before the renewal talk turns into a cancellation notice.
In Naffes CRM
Naffes CRM gives every customer company with an active subscription a 0 to 100 health score, shown on the company page in a Customer health card that lists the sub-score of each of its four components. The score is recomputed daily, and the card says when it was last computed.
| Component | Weight | What it reflects |
|---|---|---|
| Engagement | 40% | Meetings and calls logged on the company record in the last 30 days |
| Renewal | 30% | How near the renewal is and whether it is moving |
| Sales | 20% | Open deals with the company, including expansion |
| Tenure | 10% | How long the company has been a customer |
Scores fall into four bands: Healthy (80 and above), Watch (60 to 79), At risk (40 to 59) and Critical (below 40).
The score rests on subscription tracking. Winning a deal with recurring product lines creates a customer subscription with its ARR, and a daily job opens a pre-filled renewal deal ahead of the renewal date (60 days by default; 30, 90 or 120 are also available) and gives the owner a follow-up task. The Renewals page shows what is coming due; the health score shows which of those accounts needs you most.
What the score does not cover: only companies with an active subscription are scored, so prospects and one-off buyers have no customer health score. Open deals are rated separately by the deal health score, which weighs recent activity, stakeholder coverage and stage velocity.
Putting the score to work
- Review At risk and Critical accounts every week and give each one an owner and a dated next step.
- Open the component breakdown before acting. Low engagement calls for a check-in; a renewal with no motion calls for a commercial conversation with the decision maker.
- Log meetings and calls on the company record itself. The engagement component counts only what is logged there, so conversations that never reach the CRM are invisible to it.
- Read it next to CSAT results. High engagement with low satisfaction often means the customer keeps contacting you because a problem is still open.
Once the cause of a drop is clear, choosing the response gets easier; see next best action.
Questions
Questions 2
How is a customer health score different from a deal health score?
A deal health score rates an open opportunity and its chance of closing. A customer health score rates an account that has already bought and holds an active subscription, and estimates whether it will stay and renew.
Does Naffes score every company?
No. Only companies with an active subscription are scored, and that subscription normally comes from winning a deal with recurring product lines. Prospects and one-time buyers do not see the card; their open deals are tracked by the deal health score instead.