AiPro Institute
AiPro Institute™
Customer Health Score Tracker
Comprehensive Account Health Monitoring System
Account Information
Customer Name
Account ID
Assessment Date
Customer Success Manager
Contract Start Date
Renewal Date
Overall Health Score
85
HEALTH SCORE
Status: Healthy
Health Score Ranges: 90-100 (Excellent) | 75-89 (Healthy) | 60-74 (At Risk) | Below 60 (Critical)
Key Health Indicators
0%
Product Adoption
0
Active Users
0
Login Frequency
0
Support Tickets
N/A
NPS Score
0
Days to Renewal
1. Product Usage Metrics (30 points)
| Metric | Current Value | Weight | Score |
|---|---|---|---|
| Active Users / Total Licenses | 10 pts | ||
| Daily Active Users (DAU) | 5 pts | ||
| Feature Adoption Rate | 8 pts | ||
| API/Integration Usage | 4 pts | ||
| Data Storage Utilization | 3 pts | ||
| Total Product Usage Score | 30 pts | ||
2. Customer Engagement (25 points)
| Metric | Current Value | Weight | Score |
|---|---|---|---|
| Login Frequency (avg per user/week) | 8 pts | ||
| Session Duration (avg per session) | 5 pts | ||
| Training Participation | 5 pts | ||
| QBR Attendance & Participation | 4 pts | ||
| Community/Forum Engagement | 3 pts | ||
| Total Engagement Score | 25 pts | ||
3. Support Health (20 points)
| Metric | Current Value | Weight | Score |
|---|---|---|---|
| Support Ticket Volume (trend) | 7 pts | ||
| Critical Issues (open) | 6 pts | ||
| Average Resolution Time | 4 pts | ||
| Support CSAT Score (1-5) | 3 pts | ||
| Total Support Health Score | 20 pts | ||
4. Customer Sentiment (15 points)
| Metric | Current Value | Weight | Score |
|---|---|---|---|
| Net Promoter Score (NPS) | 6 pts | ||
| Customer Satisfaction (CSAT) | 5 pts | ||
| Product Reviews/Testimonials | 2 pts | ||
| Executive Sponsor Engagement | 2 pts | ||
| Total Sentiment Score | 15 pts | ||
5. Financial Health (10 points)
| Metric | Current Value | Weight | Score |
|---|---|---|---|
| Payment History | 5 pts | ||
| Contract Utilization | 3 pts | ||
| Expansion Potential | 2 pts | ||
| Total Financial Health Score | 10 pts | ||
Risk Factors & Red Flags
| Risk Factor | Status | Mitigation Plan |
|---|---|---|
| Declining usage trend | ||
| Executive sponsor left company | ||
| Negative feedback or complaints | ||
| Competitive threat | ||
| Budget cuts or financial pressure | ||
| Lack of engagement or responsiveness |
Health Improvement Action Plan
| Action Item | Owner | Target Date | Status |
|---|---|---|---|
CSM Notes & Observations
Customer Success Manager
Date: _________________
Team Lead
Date: _________________
VP of Customer Success
Date: _________________
