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Customer Health Scorecard
253 words · ~2 min read
Customer Information
Company: _______________
Plan: _______________
MRR: $_______
Start Date: _______
CSM: _______________
Health Score (0-100)
Product Usage (40 points)
| Metric | Score | Weight |
|---|---|---|
| Login frequency (last 30 days) | /10 | |
| Core feature adoption | /10 | |
| Transaction/process volume trend | /10 | |
| Integration usage | /10 | |
| **Usage Subtotal** | **/40** |
Support (20 points)
| Metric | Score | Weight |
|---|---|---|
| Ticket volume trend (lower=better) | /10 | |
| CSAT score | /10 | |
| **Support Subtotal** | **/20** |
Financial (20 points)
| Metric | Score | Weight |
|---|---|---|
| Payment history | /10 | |
| NPS response | /10 | |
| **Financial Subtotal** | **/20** |
Engagement (20 points)
| Metric | Score | Weight |
|---|---|---|
| Email engagement | /10 | |
| Event/webinar attendance | /10 | |
| **Engagement Subtotal** | **/20** |
Total Score: _____/100
Risk Level
[ ] Green (70-100): Healthy
[ ] Yellow (50-69): At-risk — Action required within 48 hours
[ ] Red (0-49): Critical — Executive intervention within 24 hours
Recommended Actions
| Priority | Action | Owner | Due Date |
|---|---|---|---|
| 1 | |||
| 2 | |||
| 3 |
Notes
_______________