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Customer Health Score (CHS)

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What is Customer Health Score?

Customer Health Score (CHS) combines several customer success indices into a single, dynamic score. It reflects the likelihood of customer retention, account expansion opportunities, and the overall satisfaction and engagement level of a customer.

How is Customer Health Score (CHS) used?

This metric is important for identifying at-risk accounts, prioritising customer success efforts, and forecasting revenue. It's used to tailor engagement strategies, trigger interventions for customers with declining scores, and align post-sales services with customer needs to foster loyalty and upselling opportunities.

How to calculate Customer Health Score (CHS)

Weighted Average of Select Indicators

CHS is calculated using a Weighted Average of Select Indicators that reflect customer satisfaction, engagement, and the likelihood of retention and expansion.

Best Practices

Ensure you have a deep understanding of your customers' needs, challenges, and goals. Consider segmenting by subscription tier or demographics, so you can quickly hone in on problems highlighted by CHS and take targeted actions. Plan a process for 'at-risk' customers and ensure that sales, customer success, and product teams align on their roles in tackling low CHSs.

Common Misconceptions

A common misconception is that CHS is universally standardised. It's not; startups develop their scoring models.

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Your most unhappy customers are your greatest source of learning.

Bill Gates
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Co-Founder, Microsoft

FAQs

How should I break down Customer Health Score (CHS)?
  • Industry vertical
  • Geography
  • Company size
  • Product
  • Customer journey stage

Supported Integrations

Get this metric directly out of one of our supported integrations.

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