A customer health score is a composite metric that combines product usage data, support ticket activity, NPS/CSAT, engagement signals, and account attributes into a single estimate of how healthy a customer relationship is. Common scoring scales: red/yellow/green, 0–100, or 1–5.
Customer success platforms (Gainsight, Vitally, Totango, ChurnZero) automate health scoring by ingesting product usage data and surfacing accounts trending toward churn. Customer portals are a key data source — portal login frequency, feature adoption, and active users per account all feed health calculations.