# Customer Health Score A **customer health score** is a composite metric — typically rendered as red/yellow/green or 0–100 — that summarizes how likely a customer is to renew, expand, or churn. ## Common inputs - **Product usage** — DAU/WAU, feature adoption, depth of use - **Engagement** — NPS/CSAT scores, response to outreach, portal logins - **Outcomes** — completion of onboarding milestones, business value achieved - **Sentiment** — support ticket tone, exec engagement - **Contractual** — months until renewal, payment status ## Why health scores matter A good health score lets you triage your CSM book. The 20% of accounts trending red get the proactive intervention; the 60% in green get light-touch motion; the top 20% are expansion candidates. Without a health score, CSMs spread effort evenly — which means the loudest customer (often a healthy one) gets the most attention. ## Common pitfalls - Too many signals → opaque, no one trusts the number - All product signals, no human signals → misses sentiment shifts - Updated monthly, not weekly → too lagging - Not tied to a CS playbook → score moves but no one does anything ## How BlueHill helps BlueHill's interaction-timeline view aggregates the human signals (emails, calls, notes) that pure usage-based health scores miss. Status reports tie health to weekly playbooks. Related: [Churn](/glossary/churn) · [NRR](/glossary/nrr) · [QBR](/glossary/qbr)