Customer Health Score
Customer Health Score: A composite score predicting likelihood of retention or churn.
Formula
Health Score (per account) = Weighted average of health indicators, scaled 0 to 100
Health Score (portfolio) = Average health score of active customers at period endComputable definition
The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.
avg(field.composite_score where field.customer_status = 'active') at period_endUnit: score
Breakdowns
by_segment: one row persegmentvalue
Notes: The portfolio average of the composite score (0 to 100) across customers active at period end. The composite is built upstream from usage, engagement, support and commercial signals with weights calibrated to the company's own churn data; customer-success.md gives a reference weighting as a starting point. by_segment returns one row per customer segment, since a healthy average can hide a weak enterprise segment.
Data requirements
Grain: Weekly snapshot · Frequency: Weekly · Aggregation: snapshot (week) · Staged: no · Main source: CS Platform.
| Field | Dataset | Type |
|---|---|---|
composite_score | customer | decimal |
customer_status | customer | string |
snapshot_date | customer | date |
Example SQL (Postgres)
SELECT (SELECT AVG(composite_score) FROM customer WHERE snapshot_date = :period_end AND customer_status = 'active') AS health_score 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": "Customer Health Score" }) or generate_query({ "metric": "Customer Health Score", "adapter": "<your adapter JSON>" }).
What It Tells You
Which customers need attention before they churn.
Related Metrics
Connected in the GASP relationship graph.
Upstream: what drives this
- Feature Adoption Rate drives Customer Health Score (Product)
- DAU/MAU Ratio drives Customer Health Score (Product)
- QBR Completion Rate drives Customer Health Score (Customer Success)
Downstream: what this drives
- Customer Health Score drives Renewal Rate (Customer Success)
- Customer Health Score reduces Logo Churn Rate (Core)
- Customer Health Score reduces At-Risk Customer Rate (Customer Success)
- Customer Health Score drives Expansion MRR (Core)
- Customer Health Score measures Customer (Entity)