Customer Success Health Metrics Operational

Health Score Coverage

Health Score Coverage: The percentage of active customers that have a health score.

Formula

Health Score Coverage = Customers with health score / Total 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 is not null) / count_distinct(field.customer_id where field.customer_status = 'active')

Unit: percent (the formula yields an unscaled ratio)

Breakdowns

by_segment: one row per segment value

Notes: Denominator is active accounts. Restrict to managed accounts or a revenue threshold by filtering the population. by_segment returns one row per customer segment, since coverage is usually required for enterprise accounts first.

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
`customer_status`	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 IS NOT NULL) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT customer_id) FROM customer WHERE snapshot_date = :period_end AND customer_status = 'active'), 0)) AS health_score_coverage

From an agent: with the GASP MCP server, call lookup_metric({ "name": "Health Score Coverage" }) or generate_query({ "metric": "Health Score Coverage", "adapter": "<your adapter JSON>" }).

What It Tells You

Whether you have visibility into customer health.

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