What are Customer Health Scores?
Customer health scores are automated assessments of how healthy your customer relationships are. Quivly calculates a health score for each customer by analyzing data across five key categories: Revenue, Product Usage, Engagement, Support, and Market Signals.Think of health scores as an early warning system that helps you proactively identify at-risk customers before they churn and spot expansion opportunities before they’re missed.
Health Score Overview
Score Range
Health scores range from 0 to 100:| Score Range | Status | Indicator Color | Meaning |
|---|---|---|---|
| 80-100 | Healthy | 🟢 Green | Customer is thriving, consider expansion opportunities |
| 60-79 | Medium | 🟡 Yellow | Customer is stable but watch for any declines |
| 40-59 | High Risk | 🟠 Orange | Customer showing warning signs, intervention needed |
| 0-39 | Critical | 🔴 Red | Customer at severe risk of churn, urgent action required |
Score Components
Every health score is calculated from five categories:Revenue
What it measures: Financial health based on MRR, outstanding balances, and renewal timingImpact: High revenue with upcoming renewal = healthy. Declining MRR or overdue invoices = unhealthy.
Product Usage
What it measures: How actively the customer uses your productImpact: Increasing usage = healthy. Declining usage or inactive users = unhealthy.
Engagement
What it measures: Frequency of calls, meetings, and interactions with your teamImpact: Regular touchpoints = healthy. Long gaps between interactions = unhealthy.
Support
What it measures: Volume, severity, and resolution time of support ticketsImpact: Few low-priority tickets = healthy. Many critical tickets with slow resolution = unhealthy.
Market Signals
What it measures: External company signals like funding, hiring, layoffs, acquisitionsImpact: Positive signals (funding, growth) = healthy. Negative signals (layoffs, financial trouble) = unhealthy.
How Health Scores are Calculated
Weighted Category Model
Each category contributes to the overall health score based on configurable weights: Default weight distribution:- Revenue: 30%
- Product Usage: 25%
- Engagement: 20%
- Support: 15%
- Market Signals: 10%
| Category | Score (0-100) | Weight | Contribution |
|---|---|---|---|
| Revenue | 85 | 30% | 25.5 |
| Product Usage | 60 | 25% | 15.0 |
| Engagement | 70 | 20% | 14.0 |
| Support | 40 | 15% | 6.0 |
| Market Signals | 80 | 10% | 8.0 |
| Overall Health | 68.5 | 100% | 68.5 |
Weights are customizable. Your admin can adjust category weights based on what matters most for your business. For example, a usage-heavy product might weight Product Usage at 40%.
Metrics by Category
Each category score is calculated from specific metrics:| Category | Key Metrics |
|---|---|
| Revenue | MRR trend, outstanding balances, days to renewal, subscription status |
| Product Usage | Active users, login frequency, feature adoption, usage vs. quota |
| Engagement | Days since last call, call frequency, contact responsiveness |
| Support | Open tickets, ticket priority, resolution time, CSAT |
| Market Signals | Funding, hiring trends, layoffs, acquisitions, executive changes |
Getting Started with Health Scores
1
For CSMs: Explore the Customers List
- Navigate to Customers in the left sidebar
- You’ll see health scores next to each customer name
- Click the “Health Score” column header to sort by score
- Filter to show only “High Risk” or “Critical” customers
- Start with the lowest-scored customers - they need attention first
2
For CSMs: Review a Customer's Health Score
- Click on any customer to open their profile
- Navigate to the Health Score tab
- See the overall score, trend, and category breakdown
- Understand which categories are driving the score up or down
- Review the timeline to see how health has changed over time
3
For Admins: Configure Health Scores
- Navigate to Settings → Health Scores
- Review the default configuration
- Adjust category weights based on your business priorities
- Set metric thresholds that make sense for your customer base
- Test the configuration on sample customers
- Activate when ready
Next Steps
Configure Health Scores
Set up health score categories, weights, and thresholds
Metrics Guide
Understand how metrics are scored and combined
Interpreting Scores
Learn how to read and act on health scores
Key Takeaways
Health scores are automated assessments (0-100) of customer relationship health.
Scores are calculated from five categories: Revenue, Product Usage, Engagement, Support, and Market Signals.
Category weights are customizable to match your business priorities (default: Revenue 30%, Usage 25%, Engagement 20%, Support 15%, Market Signals 10%).
Health scores help scale customer success by automatically identifying at-risk customers and expansion opportunities.