The Customer Health Score Template

ACCOUNT NAME: [Company or client name]
ACCOUNT ID: [Your internal reference number]
PLAN OR TIER: [Starter / Growth / Pro / Enterprise or equivalent]
CONTRACT VALUE (monthly or annual): [£/$ amount]
ONBOARDING DATE: [DD/MM/YYYY]
RENEWAL OR NEXT REVIEW DATE: [DD/MM/YYYY]
PRIMARY CONTACT NAME: [Name]
PRIMARY CONTACT EMAIL: [Email]
ACCOUNT OWNER (internal): [Name of CSM, account manager, or founder]
NOTES ON ACCOUNT CONTEXT: [Any known sensitivities, budget pressures, or relationship history worth flagging]

METRIC 1: [Core feature or service used, e.g. 'campaigns sent', 'reports run', 'sessions booked']
FREQUENCY IN LAST 30 DAYS: [Number]
SCORING RULE:
  10 points = [Define healthy usage threshold, e.g. '5 or more times']
  5 points  = [Define moderate usage threshold, e.g. '2 to 4 times']
  0 points  = [Define low or zero usage, e.g. 'fewer than 2 times or none']
SCORE THIS ACCOUNT: [0 / 5 / 10]

METRIC 2: [Second core usage signal, e.g. 'logins', 'files uploaded', 'automations active']
FREQUENCY IN LAST 30 DAYS: [Number]
SCORING RULE:
  10 points = [Define healthy threshold]
  5 points  = [Define moderate threshold]
  0 points  = [Define low threshold]
SCORE THIS ACCOUNT: [0 / 5 / 10]

METRIC 3: [Third usage signal, e.g. 'integrations connected', 'team seats active', 'deliverables accepted']
STATUS: [Active / Partial / Not configured]
SCORING RULE:
  10 points = [Fully active / all seats used / fully configured]
  5 points  = [Partially active]
  0 points  = [Not active or not set up]
SCORE THIS ACCOUNT: [0 / 5 / 10]

METRIC 4: [Fourth signal relevant to your service, e.g. 'last login date', 'days since last active']
LAST RECORDED DATE OR VALUE: [Date or number]
SCORING RULE:
  10 points = [Within last 7 days / within normal range]
  5 points  = [8 to 21 days ago / borderline]
  0 points  = [More than 21 days ago / outside normal range]
SCORE THIS ACCOUNT: [0 / 5 / 10]

USAGE SUB-SCORE TOTAL: [Add the four scores above] / 40

TOTAL TICKETS OPENED IN LAST 60 DAYS: [Number]
SCORING RULE FOR VOLUME:
  10 points = [Define acceptable range, e.g. '0 to 2 tickets']
  5 points  = [Define moderate range, e.g. '3 to 5 tickets']
  0 points  = [Define high volume, e.g. '6 or more tickets']
SCORE: [0 / 5 / 10]

OPEN (UNRESOLVED) TICKETS RIGHT NOW: [Number]
SCORING RULE FOR OPEN TICKETS:
  10 points = 0 open tickets
  5 points  = 1 open ticket
  0 points  = 2 or more open tickets
SCORE: [0 / 5 / 10]

TONE OF MOST RECENT SUPPORT INTERACTION:
(Read the last two to three support messages or call notes and rate the tone)
  5 points = Neutral or positive. Customer is satisfied with resolution.
  2 points = Mildly frustrated. Ticket resolved but relationship feels strained.
  0 points = Clearly frustrated, escalated, or stopped responding to support.
SCORE: [0 / 2 / 5]

NOTES ON RECENT SUPPORT CONTEXT:
[Summarise any patterns: repeated same issue, feature request not actioned, billing dispute, complaint escalated to management, etc.]

SUPPORT SUB-SCORE TOTAL: [Add the three scores above] / 25

EMAIL OPEN RATE (last 3 emails sent to this account):
OPENED: [Number out of 3]
SCORING RULE:
  10 points = Opened 3 out of 3 (or 2 out of 3 and replied to at least one)
  5 points  = Opened 1 out of 3
  0 points  = Opened 0 out of 3 / unsubscribed
SCORE: [0 / 5 / 10]

CHECK-IN CALL OR REVIEW ATTENDANCE (last 90 days):
MEETINGS SCHEDULED: [Number]
MEETINGS ATTENDED: [Number]
SCORING RULE:
  10 points = Attended all scheduled meetings or rescheduled proactively
  5 points  = Attended at least half
  0 points  = Missed more than half or stopped responding to scheduling
SCORE: [0 / 5 / 10]

LAST VOLUNTARY CONTACT (customer reached out to you, not the reverse):
DATE: [DD/MM/YYYY or 'Not in last 90 days']
SCORING RULE:
  5 points = Customer has reached out within the last 30 days
  2 points = Customer last reached out 31 to 60 days ago
  0 points = No voluntary contact in more than 60 days
SCORE: [0 / 2 / 5]

NOTES ON ENGAGEMENT PATTERN:
[Flag any relevant context: champion contact has left the business, new stakeholder involved, internal restructure mentioned, budget review coming up]

ENGAGEMENT SUB-SCORE TOTAL: [Add the three scores above] / 25

ACCOUNT NAME: [Company or client name]
SCORING DATE: [DD/MM/YYYY]
NEXT SCORE UPDATE DUE: [DD/MM/YYYY, typically 2 to 4 weeks from now]

USAGE SUB-SCORE:    [  ] / 40
SUPPORT SUB-SCORE:  [  ] / 25
ENGAGEMENT SUB-SCORE: [  ] / 25

TOTAL HEALTH SCORE: [  ] / 90

RISK TIER:
  GREEN  (72 to 90) = Healthy. Standard check-in rhythm. No immediate action needed.
  AMBER  (45 to 71) = Watch closely. Schedule a proactive call within 10 days. Identify the lowest-scoring area and address it directly.
  RED    (0 to 44)  = At-risk. Escalate immediately. Do not wait for the next scheduled review.

THIS ACCOUNT IS: [GREEN / AMBER / RED]

PRIMARY RISK FACTOR (the single lowest-scoring section):
[Usage / Support / Engagement]

SPECIFIC WARNING SIGNAL:
[Write one sentence describing the specific metric that pulled the score down most. E.g. 'No logins in 28 days despite two email nudges sent.' or 'Two unresolved tickets open for 14 days with no response from our side.']

ACCOUNT OWNER NOTIFIED: [Yes / No]
DATE NOTIFIED: [DD/MM/YYYY]

ACCOUNT NAME: [Company or client name]
RISK TIER AT INTERVENTION: [AMBER / RED]
INTERVENTION DATE: [DD/MM/YYYY]
LED BY: [Name of account owner or CSM]

STEP 1: REACH OUT WITHIN [Number, e.g. 48] HOURS
Method: [Phone call / personalised email / video message / in-person visit]
Opening framing: [Write the first two sentences of your outreach here. Do not mention churn or risk. Lead with value or a genuine check-in. E.g. 'Hi [Name], I was looking at your account this week and wanted to share something I noticed that might save you time. Do you have 15 minutes this week?']

STEP 2: IDENTIFY THE REAL REASON
Question to ask on the call: [Write one open question that will surface the true concern. E.g. 'What would need to change for [product/service] to feel more useful to you right now?']
Common reasons we have seen before: [List 2 to 4 real reasons past customers have flagged. E.g. 'Not enough time to use it properly / not seeing ROI yet / champion has left the team / budget pressure from above']

STEP 3: OFFER A CONCRETE NEXT ACTION
If usage is the issue: [Your specific action, e.g. 'Book a 30-minute guided session to walk them through the three features they have never used']
If support is the issue: [Your specific action, e.g. 'Escalate the open ticket to senior support and give a resolution date in writing']
If engagement is the issue: [Your specific action, e.g. 'Set up a quarterly business review with a named agenda sent 7 days in advance']

STEP 4: SET A FOLLOW-UP DATE
Follow-up check-in scheduled for: [DD/MM/YYYY]
Success measure for this intervention: [What does a good outcome look like in 30 days? E.g. 'Score improves from RED to AMBER. At least one core feature used three times in next 30 days.']

INTERVENTION NOTES:
[Running log of what was said, what was agreed, and what changed as a result]