# Customer health score

> Canonical page: https://wayhatch.com/glossary/customer-health-score/
> Evidence label: Research evaluated. Definitions: https://wayhatch.com/about/evidence-labels/
> Updated: 26 October 2026 (2026-10-26). Publisher: wayhatch, wayhatchai@gmail.com

A customer health score combines signals such as product usage, support activity and engagement into one rating of how likely an account is to renew.

A health score helps Customer Success decide where to spend time across many accounts. It is useful only if each input is explainable and the score is checked against what actually happened at renewal.

Choose a small set of inputs you can explain to a customer, weight them, and show the reason alongside the score. Each quarter, compare scores from before renewal with actual renewals and churn, and adjust the weights accordingly.

Related terms: [Renewal risk](https://wayhatch.com/glossary/renewal-risk/), [Churn](https://wayhatch.com/glossary/churn/), [Time to first value](https://wayhatch.com/glossary/time-to-first-value/)

Workflow: [Customer health and renewal risk](https://wayhatch.com/workflows/customer-health/)