Customer health scorecard

Build a transparent, testable health view instead of relying on a single opaque score.

Start with outcomes

List the outcomes customers buy the product to achieve. Choose signals that have a plausible relationship to those outcomes.

Use a small signal set

Consider adoption of critical workflows, stakeholder engagement, unresolved support issues, renewal timing, and explicit customer sentiment. Define missing data separately from poor health.

Validate the score

Compare historical signals with renewal and expansion outcomes. Check false alarms and missed risks by segment before using it to prioritize work.

Add a human review

Give the account owner a way to explain exceptions, with a written reason and review date.

COPY-READY WORKSHEET

Make it yours.

CUSTOMER HEALTH REVIEW
Customer segment / review date:
Desired customer outcome:
Adoption signal / source / trend:
Stakeholder engagement / evidence:
Open issues / owner / age:
Explicit customer sentiment / date:
Missing data:
Owner judgment and rationale:
Next action / owner / review date:

Adapt this outline to your own context. Do not paste confidential data into a public page.