Customer Health Score Template

Every health score template hands you six signals, a weight column that adds to 100, and a red-amber-green formula. The weights came from a workshop. Nobody checked whether the score separates the accounts that left from the accounts that stayed, because that check needs churn data the template author never had. Halfmoon Software ran one for a year. Of 47 churn events across 412 accounts, its Red band caught 8. Nearly half of the 47 sat in Green.

So every signal here earns its weight. Take the accounts where it fired, measure what share churned, divide by the base rate of 11.4%. That ratio is the first bar. Then measure the median days between the first firing and the date the customer decided, which a subscription record keeps in a different field from the date service ended. That is the second bar, and it is the one that reorders everything.

Support volume above baseline lifts churn probability 4.18 times, the best number on the sheet, and it arrives 11 days before the decision. Payment lateness arrives 6 days before. Both are consequences of a decision already taken, so both became alerts rather than weights. Coverage is the third bar, and it cut satisfaction scores outright. Forty points of weight moved, recall went from 17% to 62%, and the renewal brief finally has a list worth reading. Every account in the new Red band was flagged before it decided.