Calculate account health
Enter current CRM and customer success indicators. The calculator normalizes each signal, applies weights, then returns a single score.
Example data table
| Account | Usage % | Logins/User | Feature Adoption % | Tickets/100 Users | CSAT % | Delay Days | Exec Touchpoints | Renewal Readiness % | Expansion Fit % | Health Score |
|---|---|---|---|---|---|---|---|---|---|---|
| Northwind Health | 78 | 4 | 64 | 6 | 89 | 8 | 3 | 72 | 55 | 71.22 |
| Vertex Retail | 52 | 2 | 48 | 12 | 74 | 24 | 1 | 43 | 38 | 46.67 |
| BluePeak Systems | 91 | 6 | 88 | 2 | 95 | 0 | 5 | 90 | 77 | 88.85 |
Formula used
The calculator converts each metric into a normalized 0 to 100 score, then multiplies that score by its assigned weight.
Account Health Score = Σ (Normalized Component Score × Weight ÷ 100)
Login Frequency Score = min(Weekly Logins per User ÷ 7 × 100, 100)
Support Ticket Health = max(0, 100 − Tickets per 100 Users × 5)
Payment Timeliness = max(0, 100 − Average Delay Days × 1.6667)
Executive Engagement = min(Touchpoints in 90 Days ÷ 6 × 100, 100)
| Component | Weight |
|---|---|
| Product Usage | 18% |
| Login Frequency | 10% |
| Feature Adoption | 12% |
| Support Ticket Health | 10% |
| CSAT | 15% |
| Payment Timeliness | 10% |
| Executive Engagement | 10% |
| Renewal Readiness | 10% |
| Expansion Fit | 5% |
How to use this calculator
- Enter the account name and segment.
- Fill in current CRM, adoption, service, billing, and renewal metrics.
- Click Calculate Health Score to generate the weighted score.
- Review the strongest and weakest drivers, then check the action list.
- Use the chart and contributions table to explain score movement.
- Export the result as CSV or PDF for pipeline reviews.
Frequently asked questions
1) What does an account health score measure?
It summarizes multiple customer signals into one weighted number. Usage, support load, billing behavior, satisfaction, and renewal readiness combine to show whether an account looks stable, risky, or expansion-ready.
2) Why is support ticket health reversed?
More unresolved issues usually indicate friction, slower value realization, or hidden churn risk. The formula converts higher ticket volume into a lower health score so negative service pressure reduces the total.
3) What score ranges should I watch most closely?
Scores below 55 are at-risk accounts. Scores from 55 to 69 belong on a watchlist. Scores from 70 to 84 are healthy, while 85 or higher suggests strong retention and possible expansion capacity.
4) Can I change the weights?
Yes. Edit the component weights in the server-side array near the calculation block. Keep the total at 100 so the final score remains easy to interpret as a percentage-style health index.
5) Does this replace a forecast or renewal model?
No. It is a decision-support view, not a full forecast engine. Use it alongside pipeline stages, commercial terms, win-loss history, and customer narrative to guide renewal and expansion planning.
6) How often should teams recalculate health?
Weekly works well for active customer success reviews. Monthly is enough for slower-moving books. Recalculate immediately after major onboarding milestones, escalations, invoice issues, or executive sponsor meetings.
7) How are login frequency and executive touchpoints normalized?
Login frequency reaches full score at seven logins per user each week. Executive engagement reaches full score at six touchpoints in ninety days. Lower values scale proportionally beneath those thresholds.
8) What do the CSV and PDF exports include?
Both exports include the account summary, total score, band, and the detailed component table. This makes the output ready for customer reviews, renewal prep, or leadership reporting.