# Customer Insights — health, risk, and the at-risk view > A weighted health score per customer plus an at-risk dashboard that surfaces churn signals before they become churn. Operational insight, not a spreadsheet you maintain. ## What this is A health score per customer, an at-risk view that runs every morning, and the trend lines that turn "customer success" from a feeling into an operation. The premise: every customer leaves signals about how they're doing — how often they reply to emails, how fast tickets resolve, whether the executive sponsor still shows up, how much of their onboarding plan they've finished. BlueHill watches those signals and rolls them into a single health score. When the score dips, the customer surfaces on the at-risk view. The team intervenes before the renewal conversation goes badly. ## The health score A weighted average of the customer's activity signals. Out of the box, the weights cover: | Signal | What it captures | |---|---| | Interaction frequency | How often the team is in touch (emails, calls, portal logins, ticket replies) | | Ticket aging | Average age of open tickets | | Time since last touchpoint | Days since the last meaningful interaction | | Executive sponsor engagement | Activity from the exec contact on file | | Milestone progress | How much of the onboarding or success plan is complete | | NPS / CSAT | If the customer responded to a survey | Weights are configurable. A high-touch SaaS team will weight exec engagement higher; a transactional support team will weight ticket aging higher; an agency will weight interaction frequency higher. There's no one-size-fits-all formula, and BlueHill doesn't pretend otherwise. The score is shown as a number (0-100) and a colored band (green / yellow / red). ## The at-risk view Every morning, BlueHill recomputes scores and identifies the at-risk list. A customer lands on it for one of three reasons: 1. **Absolute** — health is below the threshold you set (default 50) 2. **Drop velocity** — health dropped sharply (e.g. -15 points in 14 days), even if still in a "healthy" band 3. **Specific signal** — a particular signal crossed a threshold (e.g. no exec interactions in 30 days) The view sorts by urgency: the steepest drops surface first. Each row shows the score, the trend, the signal that triggered it, and the CSM who owns the account. One click into the customer to see the full timeline. This isn't a dashboard you stare at — it's a queue. Open the at-risk view Monday morning, work through it, close it. By Friday the team has touched everyone who needed it. ## Trends over time Open any customer and a 90-day sparkline shows their health trajectory. Hover for the daily score; click for the underlying signals. Useful for: - Confirming whether an intervention actually moved the needle (you can see the score climb after the team reached out) - Spotting customers who look fine on a Monday but are slowly declining - QBR prep — show the customer their own trend during the review Portfolio-level rollups: average health score across the team, by segment, by team member, by template. "Our enterprise customers are trending down this quarter" becomes a real claim with a number behind it. ## Daily digest Subscribe to a daily email digest of at-risk customers. One page, sent at 8 AM. Includes: - Customers that moved into red overnight - Customers with the biggest health drops in the last 7 days - Customers approaching contract end with declining scores For team leads, this replaces the "let me check the dashboard" Monday-morning ritual. For execs, it replaces the "how's the portfolio doing?" weekly question. ## A representative week **Monday morning**: open the at-risk view. 12 customers on it; 3 are new since last Monday. Triage — assign the 3 new ones to CSMs, schedule a call. **Tuesday-Thursday**: CSMs work their queues. Each touch logged in the activity feed feeds back into the health score. **Friday afternoon**: pull the Summary Report. Customers from Monday's at-risk list have green checkmarks for "touched this week". Health scores updated. The drop velocity has reversed for 8 of the 12. Job done. ## Pricing Customer Insights is included on **Professional** ($79/user/mo) and **Enterprise**. The daily digest, custom signal weights, and exec-engagement signals are Professional+. The basic health score is available on Starter. [See pricing](/pricing) · [Read customer stories](/customers) ## What this replaces Teams using Customer Insights typically retire: - A spreadsheet where the CS team manually rates each customer red / yellow / green - The "let me check the dashboards across our 3 tools" weekly ritual - Reactive churn discovery (finding out a customer is unhappy only when they ask to cancel) - Either ChurnZero or a lightweight Gainsight setup, for teams under ~1000 customers ## See also - [Analytics](/features/analytics) — the broader reporting layer the score draws from - [Summary Reports](/features/summary-reports) — the weekly view that contextualizes which customers moved - [Knowledge Base](/features/knowledge-base) — for playbooks the CSM team runs when an at-risk signal fires ## Try it [Start a 14-day free trial](https://app.usebluehill.com/sign-up) — no credit card required.