Churn & expansion scoring factors
What goes into the churn risk and expansion readiness scores — and why these use fixed factors, unlike the configurable health score.
Churn & expansion scoring
Velsano has three scores, and they're deliberately *not* all configurable the same way:
- Health score — fully configurable. You set the factor weights, thresholds, per-segment profiles, and even custom measures (see "Configuring scorecard weights").
- Churn risk and Expansion readiness — computed from a fixed set of factors with fixed weights. This is intentional: it keeps the score meaning the same across every account and workspace, so "72% churn risk" is comparable and trustworthy rather than tuned differently everywhere.
What drives churn risk (0–100)
- Health trend — the direction of the health score over recent months; a steady decline is the strongest signal.
- Renewal proximity — how soon the account renews.
- NPS velocity — a recent drop in NPS.
- Engagement decay — active users falling below the account's own recent average.
- Open risk work — how many Risk Actions are open.
- ARR — a light weighting so high-value accounts surface.
Labels: High ≥ 70, Medium ≥ 40, otherwise Low. A confidence level reflects how much history was available.
What drives expansion readiness (0–100)
- Feature adoption breadth — how much of the product is in use.
- Usage growth — active users rising month over month.
- NPS promoter — happy, referenceable contacts.
- Stakeholder engagement — a champion or sponsor contacted recently.
- Time since last expansion — no recent won expansion means ripe for the next.
- Health trend — a healthy, improving account.
Labels: Hot ≥ 70, Warm ≥ 40, otherwise Not Ready.
Every score stores its per-factor attribution, so you can always see which factors drove a given number. The churn narrative Copilot feature turns that attribution into a plain-language story. Admins can tune each model's factor weights in Predictive Scoring config.
Related: *Predictive Scoring: churn & expansion config* · *Churn narrative (why is this account at risk?)*
More in Health Scoring
- How health scores are calculated
- Configuring scorecard weights for your business
- Health thresholds: green, yellow, red
- Logging a health score manually
- Understanding health trends and velocity
- Health score overrides: when and how
- Connecting product usage data
- Predictive Scoring: churn & expansion config
- Per-product-line health