How health scores are calculated
The scoring factors explained — product usage, engagement, support, sentiment, and contract health — and how they combine.
How health scores work
An account's health score is a weighted composite of several factors, each fed by real signals:
- Product usage / adoption — seat utilization, active users, and feature usage from your connected usage data.
- Engagement — recency and depth of activity logged on the Timeline (meetings, QBRs, responsiveness).
- Support health — open/aging support tickets and their severity.
- Sentiment — survey and NPS responses, plus contact-level relationship signals.
- Contract health — renewal proximity, ARR trend, and lifecycle stage.
Each factor produces a sub-score; the composite is the weighted sum. Weights are configurable per tenant so the score reflects what actually predicts retention in *your* business (see "Configuring scorecard weights").
Velsano also computes a predicted health trajectory alongside the current score, and calibrates against real outcomes over time. A score is only ever shown when there's enough signal to compute it honestly — accounts without data read as *unscored*, not falsely green.
You can see the live breakdown on any account's Health Score tab (the health radar and the "Why did health change?" driver attribution).
Related: *Configuring scorecard weights for your business* · *Health thresholds: green, yellow, red* · *Understanding health trends and velocity*
More in Health Scoring
- 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
- Churn & expansion scoring factors
- Predictive Scoring: churn & expansion config
- Per-product-line health