Customer Health Score Model Template
$20.00
Design a health score your team trusts, can explain, and actually acts on.
Most health scores fail in one of two ways. Nobody trusts them, or nobody does anything with them. A health score is worth something only when it changes what your team does on Monday morning, and that only happens when your team understands how it's built. This model lets you build yours in the open, with weights and thresholds anyone on the team can read.
Pick up to eight dimensions and give each one a metric, a data source, a direction and a weight. Four thresholds turn each raw value into a 1 to 5 score, and the model adds it all up to a health score from 0 to 100 with a status of Healthy, Watch or At risk. It shows how much data is missing for each account, turns the Change column red when an account drops 10 points or more in a month, and asks for a reason on every override. The Summary tab shows accounts and ARR by status, the weakest dimension across your book, and rollups by CSM and segment. The guide walks you through testing the score against last year's churn before you roll it out.
What's included
Customer Health Score Model template in Excel, plus a make-a-copy link for Google Sheets
4 tabs: start here, model, accounts and summary
Up to 8 weighted dimensions with thresholds, score bands, data coverage checks and overrides with reasons
Summary by status, dimension, CSM and segment, with two charts
A step-by-step PDF guide with a made-up worked example, a six-step build and test process and the mistakes to avoid
A Steal This health score check
Who it's for
CS leaders and CS Ops teams building a first health score, or rebuilding one nobody trusts.
How it works
Digital download. Your files are ready right after checkout. Open the Excel file, or use the link included with your download to make your own copy in Google Sheets. No physical item will be shipped.
Bundle and save
This template is part of the Renewal and Retention Bundle: 10 templates for $99, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.
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