How to use a customer health score to improve sales (2025)

As a business owner, you have probably dealt with the unsubscribe of customers. But what happens if you could stop it before it happens? With a customer health score, you can assess the health of each of your relationships with customers and take proactive measures to keep them committed.

Learn to calculate a customer health score and what impact it can have on your business.

What is a customer health score?

A customer health score is a metric that assesses the happiness of an individual client or the health of your business relationship with it. It explains a range of possible, positive and negative indicators, including the frequency of purchases, the duration of the relationship, the opinions and the yields – which help you to assess whether a customer is satisfied or at risk of battling.

For example, if you see a customer submit negative comments and contact customer support, you can identify when complaints have started and use their comments to enlighten your approach to win them back.

You can use customer service software such as Fall Or Churnzero To follow customer behavior and award customer health scores according to this behavior. You can also create automation to re -engage customers whose scores fall below a defined threshold.

How to measure customer health scores

1. Identify the indicators
2. Determine the impact of each indicator
3. Set your ceiling
4. Calculate the scoring of a customer
5. Visualize the results
6. Act

A customer health score can help you avoid unsubscribe and identify healthy customers who are good candidates for resistant sale. To determine where each client is, you need to assess how he interacts with your brand. Each company measures this metric in different ways. Here’s how to measure customer health scores:

1. Identify indicators

To measure customer health scores, identify your indicators or important events that can influence, that customers continue or stop buying. Some indicators include yields, interaction frequency and repeated purchases.

Each company decides which factors have the most. For example, if you have an electronic commercial clothing store, you can monitor the frequency of purchase and how often customers interact with your brand on social networks. On the other hand, SaaS companies can prioritize customer engagement, references and the use of products.

2. Determine the impact of each indicator

Some indicators will be greater than others to your business. Therefore, when you calculate customer health scores, you quantify or weigh each positive and negative indicator depending on its importance.

To do this, you can use a classification scale ranging from one to 10, 10 being the factors that your business favors the most and the least important. For example, let’s say that you run an online jewelry store and decide on four key indicators: purchases per year, references, yields and responses of the customer satisfaction survey. You can weight purchases in 10 years, references like five, returns in three years and the responses to the positive study in three.

3. Set your ceiling

To calculate your ceiling, find a high -value customer that can be used as a standard to which you compare all other customers. You will use the customer health score formula to find the upper limit of your brand’s customer health score. The formula multiplies the frequency of each indicator by the weight of this indicator, then deduces points for negative results.

For example, let’s say that your model made six purchases, referred two new customers, responded positively to six satisfaction surveys and returned an article. You would measure their score as follows:

(6 purchases x 10 impact weight) + (2 references x 5 impact weight) + (6 responses to the positive study x 3 impact weight) – (1 return x 3) = 85.

This makes the CLUSTH CUSTRY Customer 85.

4. Calculate a customer’s health score

To calculate a customer’s score, you will use the same customer health score formula. If you want to use percentages to analyze customer health score measures, you can then divide the number by your ceiling to obtain a score in 100.

Say that a customer made four purchases, referred a new customer, responded positively to three satisfaction surveys and returned an article, you would have:

(4 purchases x 10 impact weight) + (3 references x 5 impact weight) + (3 responses to the positive study x 3 impact weights) – (1 return x 3 impact weights) = 61 .

You can use 61 as a customer health score or divide by 85 and get 72 out of 100.

5. Visualize the results

Once you affect customer health scores to your entire customers, decide how to view and present the results. There are three common ways to do so:

Traffic light

This visualization of color code data uses red, yellow and green. Red symbolizes a bad customer score. It is the lowest health category, which means that there is a possibility of unsubscription. Yellow is an average score, indicating that customers may need attention. Green is a healthy score, representative of customer success, signaling the growth potential of accounts thanks to the resistant sale.

Letter note

This scale A to F can imitate school notation systems (for example, A = 90 to 100, B = 89 to 80, C = 79 to 70, D = 69 to 60 and F = 59 and less), or you can Modify it to distribute scores more uniformly. For example, a = 81 to 100, b = 61 to 80, C = 41 to 60, D = 21 to 40 and F = 1 to 20. In this case, all that is greater than 61 account as a good score of health.

Percentage

The most granular is a percentage scale, which measures the health of customers from 0 to 100. If you have a ceiling of 75 and calculate a customer health score of 61, this would cause a percentage score of 72%. In this customer health scale, you can choose a specific number – for example, 75% – and decide that customers with a score greater than 75% are satisfied customers who do not require attention, while customers lower than 50% have a low account health. (The exact number will vary depending on your business.)

You can use these data visualization approaches to easily categorize customers with high scores and low scores, and from there you can Adapt your marketing To target each group.

6. Act

Then you can develop a strategy to re -engage customers with low health scores and stimulate customers’ health with moderate to good scores.

Each customer category has different needs, therefore improving a customer health score depends on the individual and the behavior that has led to the low score. However, there are a few elements that can improve scores and, therefore, customer satisfaction:

• Talk to customers. One of the best ways to provide a better experience is to talk directly to your customers. If you have a client by the dam, you can wonder where you can improve. Likewise, you can talk to a satisfied customer to find out what you do well and how you can reproduce it in your wider customers.

• Automate. Using software, as Customer relations management (CRM) Tools can help your business reach and re -engage more customers whose scores are a number. It can help your efforts go further.

• Analyze customer data And watch the models. If you deploy a new product and your health scores are starting to decrease, your customers may have more information before a sale, or your new product does not resonate with your audience. Monitoring customer health scores can help you take these negative use models early, so that you can resolve them before you end up with unhappy customers.