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What This Is:

A weighted scoring model to quantify customer health based on behavior, support needs, and sentiment.

Used to drive retention, renewal forecasting, and expansion readiness.

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Usage Activity (40 points):

• Heavy User: 40 points
• Regular User: 30 points
• Light User: 15 points
• Non-User: 0 points

Support Engagement (30 points):

• 0 tickets: 30 points
• 1-2 tickets: 20 points
• 3-5 tickets: 10 points
• 5+ tickets: 0 points

NPS Score (30 points):

• 9-10: 30 points
• 7-8: 20 points
• 5-6: 10 points
• 0-4: 0 points

Total: 100 points possible 90-100: Healthy, 70-89: At Risk, <70: Critical