Customer health dimensions
The signal families a composite health score blends: product usage, relationship engagement, support experience, sentiment, and commercial signals like contract and payment behavior.
A credible health score is composite — it blends several independent families of evidence, because each one alone can lie. The usual dimensions are: product usage (breadth, depth, and trend of adoption), engagement (are the right people showing up to meetings, opening emails, responding), support experience (ticket volume, severity, and resolution friction), sentiment (NPS, CSAT, and qualitative tone), and commercial context (renewal proximity, payment behavior, contract growth or shrinkage).
The craft is in the weighting, and it is segment-specific: for a self-serve product, usage decay is the loudest signal; for an enterprise relationship, executive engagement can matter more than login counts. Two practices separate useful scorecards from decorative ones. First, weight trends over snapshots — direction of travel predicts outcomes better than current level. Second, keep every dimension visible in the final score, because a CSM who can see which dimension dragged an account red knows what the save play should address.