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Customer Health Score Builder
Customer Health Score Builder
What is the Health Score Builder?
Our free customer health score builder helps you decide which inputs to add to your CRM. Health score templates in Excel or a PDF can be confusing and make it hard to see the end result — so we built something interactive.
How do I use the Health Score Builder?
1.
Select the categories that you're wanting to evaluate customers on. We've predetermined the selection based on the fields and properties available to you in a CRM.
2.
Choose the weighting. This will decide how much importance a result has on the overall score.
3.
Add possible scores to the inputs. For example, you might have options for CSM sentiment of Good, Neutral and Bad — where good nets a customer +10 points, neutral +5, and bad -10.
4.
Keep going until you're done! The weighting visualisation at the top will tell you how much is left and we've included examples of the lowest and highest possible health scores so you can determine what good and bad looks like.
What is a customer health score?
A customer health score is a systematic ranking for measuring customer satisfaction and success based on multiple key indicators.
Health scores provide an objective method to assess the strength of your customer relationships and predict potential renewals. Which is great for revenue leaders!
It's a widely-adopted practice and combines both qualitative metrics (such as sentiment scores) and quantitative data (including product usage, meeting frequency, and support tickets).
When integrated with your CRM system like HubSpot, these scores offer a full overview of your portfolio's health, helping you spot trends and take evasive action where needed.
How is a customer health score calculated?
A customer health score calculation combines two essential components: metric points and category weights.
Each input metric (like product usage or CSM feedback) has both a point value and a weighted percentage of the total score.
For example, if CSM Sentiment is weighted at 25% of the total health score, with ratings worth +10 points for "Good" and -10 points for "Bad", the final contribution would be +2.5 points or -2.5 points respectively.
This same calculation method applies across all metrics: the metric's points multiplied by its category weight determines its impact on the overall health score.
What is a good Customer Health Score?
A good health score will vary depending on your scoring scale's range.
While some teams use wide ranges like -100 to +100, others prefer narrower scales like 0 to 50. The key is understanding what's achievable within your specific scoring system.
For us at whomso, in a scale of -5 to +15, scores above +5 typically indicate a healthy customer relationship, whilst anything below that rings an alarm bell.
The benefit of our Health Score Builder is that you can visualise your scoring distribution.
It's far easier to set realistic benchmarks and spot concerning trends before they become issues. This visibility ensures you're setting achievable targets that actually reflect your customers' health.
What inputs should you use for a customer health score?
The inputs used to construct a health score are at the discretion of you and your company.
For instance, service-focused businesses like agencies might heavily weight communication metrics such as email engagement and response times.
Meanwhile, product-led companies often emphasise usage-based indicators like feature adoption rates, number of active users, and customer testimonials.
