Framework · 14 pages
CS Health Score Calculator
A weighted composite framework with product usage, support tickets, NPS, engagement, and renewal signals. Includes the spreadsheet model and rollout playbook.
The composite formula
Health = 0.35 × Usage + 0.20 × Engagement + 0.20 × Support + 0.15 × NPS + 0.10 × Renewal_signal
Why most health scores fail
- Single-source bias (product usage only) - Lagging indicators dressed up as leading - No action thresholds tied to scores
Rollout in 30 days
1. Instrument the 5 inputs in your data warehouse 2. Calibrate weights against historical churn 3. Tie three thresholds to playbooks: green/amber/red
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14 pages of executive-grade frameworks, templates and step-by-step plays. Use it tomorrow.