What is Customer Health Score?

Customer Health Score is a composite 0-100 rating that combines multiple customer signals into a single indicator. It helps your team quickly identify which customers need attention and which are your strongest advocates. The score appears automatically on the contact panel during conversations, giving agents instant context about customer satisfaction.

How is the score calculated?

The health score combines four equally weighted components (25 points each):

• NPS (Net Promoter Score) - Based on the customer's latest NPS survey response (0-10 scale, normalized to 0-25)
• CSAT (Customer Satisfaction) - Based on the latest CSAT, star rating, or thumbs up/down survey response (normalized to 0-25)
• Sentiment - Average sentiment from the customer's last 5 conversations: positive = full marks, neutral = half, negative = zero
• Engagement - How recently the customer was active: within 7 days = full marks, declining over 14/30/60/90 days

If a component has no data (for example, no NPS survey has been submitted), its weight is redistributed among the available components. Scores are recalculated daily at 4 AM UTC.

Understanding health bands

Contacts are grouped into four color-coded bands based on their score:

• Champion (81-100) - Your happiest, most engaged customers. Consider asking for referrals or testimonials.
• Healthy (61-80) - Satisfied customers with good engagement. Maintain the relationship.
• Needs Attention (31-60) - Some signals suggest this customer may need proactive outreach.
• At Risk (0-30) - Multiple negative signals. Prioritize follow-up to prevent churn.

Viewing health scores during conversations

When an agent opens a conversation, the Health Score Card appears in the right sidebar below the contact information. It shows:

• The numeric score in a color-coded circle matching the health band
• A trend arrow showing whether the score is improving, stable, or declining (based on 7-day comparison)
• When the score was last updated
• Click "Details" to expand and see the breakdown of all four components (NPS, CSAT, Sentiment, Engagement)

The card only appears for contacts that have been scored and when the Customer Health Score feature is enabled for your account.

Customer Health Reports

Navigate to Reports > Customer Health > Overview to see aggregate health data for your entire customer base:

• KPI cards showing total scored contacts, average score, at-risk count, and champion count
• Distribution donut chart showing what percentage of contacts fall into each health band
• Score trend line showing how average health scores change over time
• Contact breakdown table with sortable columns for score, band, trend, and all four components. Filter by band and export to CSV.

Setting up automated campaigns for at-risk customers

You can configure automated email campaigns that trigger when a customer's health score drops into the "At Risk" band. This lets you proactively reach out before customers churn. Set up a campaign trigger using the "contact_health_declined" event in your campaign builder. The trigger fires when a contact's score drops below 30 for the first time.

Tips for improving customer health scores

To improve overall health scores across your customer base:

1. Send post-chat surveys with NPS or CSAT questions to increase data coverage for those components

2. Respond quickly to at-risk customers — fast, empathetic responses improve sentiment scores

3. Re-engage inactive contacts — the engagement component rewards recent activity

4. Monitor the trend chart in reports to spot declining trends early

5. Review the breakdown table regularly and sort by "Score: Low to High" to find contacts that need immediate attention