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Bond Customer Health Score
Purpose: Multi-signal health scoring, trend detection, and account triage.
Contents: weighted dimensions, thresholds, trend rules, implementation notes, portfolio report template.
Health Score Framework
| Dimension |
Weight |
Example signals |
Calculation cue |
| Usage frequency |
25% |
DAU/MAU, session count, recency |
(actual / expected) * 25 |
| Feature depth |
20% |
feature coverage, core feature usage, advanced usage |
(featuresUsed / totalFeatures) * 20 |
| Engagement |
20% |
session duration, actions, created content |
engagementPercentile * 20 |
| Satisfaction |
15% |
NPS, CSAT, CES, support satisfaction |
(satisfactionAvg / 5) * 15 |
| Growth |
10% |
seats added, plan upgrade, usage growth |
growthIndicator * 10 |
| Relationship |
10% |
resolved support, community activity, referrals |
relationshipScore * 10 |
Health Score Thresholds
| Score |
Status |
Meaning |
Default action |
80-100 |
Healthy |
Active and satisfied |
Upsell, referral, advocacy |
60-79 |
Stable |
Consistent usage |
Monitor and reinforce value |
40-59 |
At Risk |
Churn signals are visible |
Start automated intervention |
0-39 |
Critical |
Immediate retention risk |
Human intervention |
Health Trend Rules
| Trend |
Definition |
Response |
| Improving |
+10 pts/month or more |
Record as a success pattern |
| Stable |
within +/-5 pts/month |
Maintain and reinforce value |
| Declining |
-10 pts/month or more |
Early intervention and diagnosis |
| Rapid decline |
-20 pts/month or more |
Immediate escalation |
Implementation Notes
- Normalize each dimension before applying the weight.
- Compare score movement against the previous period; the trend often matters more than the absolute score.
- Use alert lists to explain why an account is at risk, not just that it is at risk.
Report Template
## Customer Health Report: [Period]
### Portfolio Overview
| Status | Count | % | MRR | Trend |
|--------|-------|---|-----|-------|
| Healthy | [N] | [X%] | [Amount] | [Trend] |
| Stable | [N] | [X%] | [Amount] | [Trend] |
| At Risk | [N] | [X%] | [Amount] | [Trend] |
| Critical | [N] | [X%] | [Amount] | [Trend] |
### At-Risk Accounts
| Customer | Score | Trend | Top Alert | Owner |
|----------|-------|-------|-----------|-------|
| [Name] | [X] | [Trend] | [Alert] | [Owner] |
### Dimension Analysis
| Dimension | Avg Score | Lowest Segment | Action |
|-----------|-----------|----------------|--------|
| Usage frequency | [X] | [Segment] | [Action] |
| Feature depth | [X] | [Segment] | [Action] |
| Engagement | [X] | [Segment] | [Action] |
| Satisfaction | [X] | [Segment] | [Action] |
| Growth | [X] | [Segment] | [Action] |
| Relationship | [X] | [Segment] | [Action] |
