Customer Health Score

What is the Customer Health Score?

The Customer Health Score (0–100) is a composite metric that synthesises multiple model signals into a single, easy-to-read number representing the overall health of your relationship with a customer.

Inputs

The score is a weighted composite of:

• Inverse of churn score (lower churn = higher health)
• Repurchase probability
• CLV trajectory (improving or declining)
• Email engagement rate
• RFM recency and frequency components

Using the Customer Health Score

The Customer Health Score is most useful for:

• Agency reporting — summarising client health to non-technical stakeholders
• Segment filtering — quickly separating healthy from unhealthy customers without combining multiple filters
• Tracking trends over time — if your average Customer Health Score is declining, your retention programme needs attention