At-Risk Customer Rate

At-Risk Customer Rate: The percentage of customers flagged as at-risk.

Formula

At-Risk Rate = Customers with health score < 40 / Total scored customers × 100

Computable definition

The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.

count_distinct(field.customer_id where field.composite_score < 40) / count_distinct(field.customer_id where field.composite_score is not null)

Unit: percent (the formula yields an unscaled ratio)

Entered at risk variant: count_distinct(field.customer_id where field.state_category = 'at_risk') / count_distinct(field.customer_id where field.customer_status = 'active') at period_start

Breakdowns

by_segment: one row per segment value

Notes: Health scores run 0 to 100; below 40 is at risk. Variant entered_at_risk is the flow: the share of customers active at period start who moved into the at_risk lifecycle state during the period (cel.md Lifecycle_State_Change). by_segment returns one row per customer segment, so risk in the segment that carries the most revenue is visible on its own.

Data requirements

Grain: Weekly snapshot · Frequency: Weekly · Aggregation: snapshot (week) · Staged: no · Main source: CS Platform.

Field	Dataset	Type
`composite_score`	customer	decimal
`customer_id`	customer	string
`snapshot_date`	customer	date

Example SQL (Postgres)

SELECT (CAST((SELECT COUNT(DISTINCT customer_id) FROM customer WHERE snapshot_date = :period_end AND composite_score < 40) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT customer_id) FROM customer WHERE snapshot_date = :period_end AND composite_score IS NOT NULL), 0)) AS at_risk_rate

Access: recommended sensitivity tier internal, access scope owner-scoped. Guidance your policy engine enforces.

From an agent: with the GASP MCP server, call lookup_metric({ "name": "At-Risk Customer Rate" }) or generate_query({ "metric": "At-Risk Customer Rate", "adapter": "<your adapter JSON>" }).

Benchmarks

Below 5%: Healthy portfolio
5-10%: Normal, requires attention
10-20%: Elevated risk
Above 20%: Portfolio in trouble

Connected in the GASP relationship graph.

Upstream: what drives this

Customer Health Score reduces At-Risk Customer Rate (Customer Success)

Downstream: what this drives

At-Risk Customer Rate predicts Logo Churn Rate (Core)
At-Risk Customer Rate measures Customer (Entity)

← Back to Customer Success metrics