Health Score gives every paying customer a 0–100 score answering one question: how likely is this customer to stick around and grow? The score is fully transparent — built from a small set of named, explainable factors, not a black box.
You'll find it under Revenue Pulse → Health Score.
How the score works
Every customer gets three sub-scores, each starting from a baseline and moving based on specific, named factors:
Payment (starts at 100): drops for delinquency, failed charges, or an expired/expiring card; recovers a little after a successful payment following a failed one.
Growth (starts at 45): rises with recent or repeated upgrades and multiple subscriptions; drops after a recent downgrade.
Loyalty (starts at 60): rises with tenure (more for 1–3 years, more still for 3+ years); drops for new customers or repeat cancellations, and gets a small boost for a recent reactivation.
The overall score is a weighted average — by default Payment 40%, Growth 30%, Loyalty 30% (tunable per account) — which maps to four tiers:
🟢 Thriving (80–100) — reliable payer, growing or long-tenured
🔵 Stable (60–79) — healthy, nothing alarming
🟡 Struggling (40–59) — one or more real problems; worth watching
🔴 Critical (0–39) — serious risk; act
Because every input is a named factor, the answer to "why is this customer a 62?" is always a short, readable list — shown right on the customer's detail view.
Overview
The signals feed for customer health, watching things like total MRR sitting in at-risk tiers, individual score drops or climbs, payment risk, and recent downgrades — plus the two machine-learning views below.
Metrics
The portfolio at a glance: Average Health Score, Revenue Health (a separate gauge measuring your revenue trajectory over the last 30 days), MRR at Risk (total MRR held by Struggling + Critical customers — the single most actionable number here), and a tile per tier showing customer count, MRR, and 30-day change.
Health Drivers
What's moving scores across your whole customer base: every risk factor with a live count of how many customers it currently applies to, and the mirror image — opportunity factors like recent upgrades and reactivations. Every row is clickable to see the exact customers behind it.
At Risk (Struggling + Critical)
A trend line of MRR at risk over time, so you can tell whether the current number is a spike or a genuine slide. Expect a small, self-resolving bump at the start of each month as renewal charges land and retry — sustained rises are the ones worth acting on.
Customer Explorer
The full scored customer list — name, score, tier, trend, MRR, and the factors currently applying to each one, sorted by MRR by default so your biggest revenue gets reviewed first. Click any customer to see their full score breakdown and factor list.
Underperforming vs. peers (✦ ML)
Flags customers scoring meaningfully worse than similar customers (by MRR and tenure) typically do — the "surprisingly unhealthy" customers whose profile says they should be fine.
Unusual health profiles (✦ ML)
Flags customers whose overall combination of attributes doesn't look like anything else in your account, even when no single attribute looks alarming on its own.
Common questions
A customer's score dropped and nothing changed on our side. Check the factor list first — common causes are time-based, like a card entering its "expiring soon" window or a renewal charge failing.
Why is a brand-new customer scored below 100? New customers start with a small loyalty penalty by design — an unproven customer isn't the same risk as a long-tenured one, even with perfect payments so far.
Can we change the weights or tier thresholds? Yes — both are configurable per account. Reach out to support to adjust what fits your business.