Customer health score

A customer health score is a composite metric that measures the strength and stability of a customer relationship. It combines key performance indicators such as engagement, satisfaction and support activity to predict retention and renewal likelihood. A well-defined customer health score enables proactive account management and long-term customer success.

“CX leaders say the most valuable attribute in a customer interaction is customer satisfaction. Customer satisfaction also tops the list of metrics that these leaders are tracking, followed by new customer acquisitions and customer retention.”

Greg Thomas, Senior Director of Thought Leadership, Genesys

Customer health score for enterprise businesses

Predicting customer churn before it happens

Enterprises use customer health scores to detect early signs of dissatisfaction and risk. By analyzing factors like declining engagement or increased support tickets, organizations can intervene before customers churn. This proactive approach allows teams to preserve revenue and strengthen relationships through timely, personalized action.

Driving customer success and retention

A customer success health score helps teams focus on accounts that need attention or expansion opportunities. Customer success managers use these insights to tailor outreach, share relevant resources and celebrate milestone achievements. As a result, teams foster loyalty, accelerate renewals and build advocacy among satisfied customers.

Enhancing executive decision-making with dashboards

Leaders rely on a customer health dashboard to visualize account trends across regions or segments. By tracking scores at scale, executives can prioritize strategic initiatives, allocate resources effectively and measure the impact of engagement programs. This visibility turns data into decisions that drive growth and predict future revenue health.

Personalizing support and service strategies

Support teams apply customer health metrics to segment users by engagement level, satisfaction or feature adoption. By integrating this data into AI-powered routing and workflows, enterprises can ensure high-value customers receive priority assistance while optimizing service efficiency across all touchpoints.

Building a scalable customer health framework

Organizations often start with a customer health score template or customer health index to define metrics consistently across departments. This structured approach ensures alignment between sales, marketing and service teams, creating a unified view of each customer’s lifecycle journey and overall experience quality.

Transform customer health scores into growth with Genesys Cloud

Customer health scores give enterprises the clarity to act decisively — turning data into loyalty. With the Genesys Cloud CX® offering, organizations can connect customer health metrics across every channel, blending real-time engagement data with predictive AI. The result is stronger relationships, lower churn and measurable business growth.

Discover how Genesys Cloud CX helps you turn customer health insights into lasting success.