Customer Health Scorecard Skill
Produce a structured, data-driven health scorecard for a customer account — giving the CSM and leadership a clear view of renewal risk, expansion potential, and the actions needed to move the account in the right direction.
Required Inputs
Ask for these if not already provided:
- Account name and tier (enterprise / mid-market / SMB)
- Contract value (ARR) and renewal date
- Product usage data — logins, DAU/MAU ratio, key feature adoption
- Support data — open tickets, CSAT or NPS score, recent escalations
- Engagement data — last QBR date, executive sponsor status, champion name
- Commercial data — payment history, expansion conversations, seats used vs. licensed
- Any known risks or recent changes at the account
Scoring Framework
Score each dimension 1–5. Weight as shown. Calculate weighted total out of 100.
| Dimension | Weight | What to Score | |---|---|---| | Product Adoption | 30% | DAU/MAU ratio, breadth of features used, power users identified | | Engagement | 20% | QBR cadence, executive sponsor active, champion strength | | Outcomes | 20% | Customer hitting their stated goals / success metrics | | Support Health | 15% | Ticket volume trend, unresolved escalations, CSAT | | Commercial | 15% | On-time payments, seats utilised, expansion signals |
Score → RAG conversion:
- 80–100: Green (healthy, renew likely)
- 60–79: Amber (at risk, needs attention)
- 0–59: Red (high churn risk, escalate)
Output Format
Customer Health Scorecard: [Account Name]
CSM: [Name] | Tier: [Enterprise / Mid-Market / SMB] ARR: £/$/€[X] | Renewal date: [Date] | Days to renewal: [N] Overall health: [Green / Amber / Red] — [Score]/100 Last updated: [Date]
Health Score Summary
| Dimension | Score (1–5) | Weight | Weighted Score | Trend | |---|---|---|---|---| | Product Adoption | [1–5] | 30% | [X] | ↑ / → / ↓ | | Engagement | [1–5] | 20% | [X] | ↑ / → / ↓ | | Outcomes | [1–5] | 20% | [X] | ↑ / → / ↓ | | Support Health | [1–5] | 15% | [X] | ↑ / → / ↓ | | Commercial | [1–5] | 15% | [X] | ↑ / → / ↓ | | Total | — | 100% | [X]/100 | |
Dimension Detail
Product Adoption — [Score]/5
- DAU/MAU ratio: [X]% (benchmark: >25% = healthy)
- Key features adopted: [List features in use]
- Features not adopted: [List unused high-value features]
- Power users identified: [Yes / No — how many]
- Assessment: [1–2 sentences on adoption health]
Engagement — [Score]/5
- Last QBR: [Date] — [Outcome summary]
- Next QBR: [Scheduled / Overdue]
- Executive sponsor: [Active / Passive / Vacant]
- Champion: [Name, role, strength: strong / moderate / weak]
- Assessment: [1–2 sentences]
Outcomes — [Score]/5
- Customer's stated goals: [List 2–3 goals from onboarding or last QBR]
- Progress against goals: [On track / Partial / Off track]
- Evidence of value: [Metric or quote that demonstrates ROI]
- Assessment: [1–2 sentences]
Support Health — [Score]/5
- Open tickets: [N] (priority breakdown: P1: X, P2: X, P3: X)
- CSAT / NPS: [Score] (benchmark: >8 CSAT / >30 NPS = healthy)
- Unresolved escalations: [Yes / No — details if yes]
- Ticket trend (last 90 days): Increasing / Stable / Decreasing
- Assessment: [1–2 sentences]
Commercial — [Score]/5
- Seats licensed: [N] | Seats active: [N] ([X]% utilisation)
- Payment history: [On time / Late — details]
- Expansion signals: [Yes — describe / No]
- Downgrade or cancellation signals: [Yes — describe / No]
- Assessment: [1–2 sentences]
Top Risks
| Risk | Severity | Mitigation | |---|---|---| | [Risk description] | High / Medium / Low | [Specific action to mitigate] |
Recommended Actions
Immediate (this week):
- [Action — owner — deadline]
This month:
- [Action — owner — deadline]
Before renewal:
- [Action — owner — deadline]
Renewal Forecast
| Scenario | Probability | ARR at risk | |---|---|---| | Full renewal at current ARR | [X]% | £/$/€0 | | Renewal with contraction | [X]% | £/$/€[X] | | Churn | [X]% | £/$/€[full ARR] |
Recommended renewal play: [Expand / Hold / Save / Manage out]
Quality Checks
- [ ] Score is based on data, not gut feel — each dimension has evidence
- [ ] Risks are specific (not "low engagement" — something like "executive sponsor left in March, no replacement identified")
- [ ] Actions have owners and deadlines
- [ ] Renewal probability is calibrated against pipeline reality
- [ ] Trend arrows reflect direction of change vs. last scorecard, not just current state