Customer Health Scorecard Skill
Produce a structured, data-driven health scorecard for a customer account — giving the CSM and leadership a clear view of renewal risk, expansion potential, and the actions needed to move the account in the right direction.
Required Inputs
Ask for these if not already provided:
- Account name and tier (enterprise / mid-market / SMB)
- Contract value (ARR) and renewal date
- Product usage data — logins, DAU/MAU ratio, key feature adoption
- Support data — open tickets, CSAT or NPS score, recent escalations
- Engagement data — last QBR date, executive sponsor status, champion name
- Commercial data — payment history, expansion conversations, seats used vs. licensed
- Any known risks or recent changes at the account
Scoring Framework
Score each dimension 1–5. Weight as shown. Calculate weighted total out of 100.
| Dimension |
Weight |
What to Score |
| Product Adoption |
30% |
DAU/MAU ratio, breadth of features used, power users identified |
| Engagement |
20% |
QBR cadence, executive sponsor active, champion strength |
| Outcomes |
20% |
Customer hitting their stated goals / success metrics |
| Support Health |
15% |
Ticket volume trend, unresolved escalations, CSAT |
| Commercial |
15% |
On-time payments, seats utilised, expansion signals |
Score → RAG conversion:
- 80–100: Green (healthy, renew likely)
- 60–79: Amber (at risk, needs attention)
- 0–59: Red (high churn risk, escalate)
Output Format
Customer Health Scorecard: [Account Name]
CSM: [Name] | Tier: [Enterprise / Mid-Market / SMB]
ARR: £/$/€[X] | Renewal date: [Date] | Days to renewal: [N]
Overall health: [Green / Amber / Red] — [Score]/100
Last updated: [Date]
Health Score Summary
| Dimension |
Score (1–5) |
Weight |
Weighted Score |
Trend |
| Product Adoption |
[1–5] |
30% |
[X] |
↑ / → / ↓ |
| Engagement |
[1–5] |
20% |
[X] |
↑ / → / ↓ |
| Outcomes |
[1–5] |
20% |
[X] |
↑ / → / ↓ |
| Support Health |
[1–5] |
15% |
[X] |
↑ / → / ↓ |
| Commercial |
[1–5] |
15% |
[X] |
↑ / → / ↓ |
| Total |
— |
100% |
[X]/100 |
|
Dimension Detail
Product Adoption — [Score]/5
- DAU/MAU ratio: [X]% (benchmark: >25% = healthy)
- Key features adopted: [List features in use]
- Features not adopted: [List unused high-value features]
- Power users identified: [Yes / No — how many]
- Assessment: [1–2 sentences on adoption health]
Engagement — [Score]/5
- Last QBR: [Date] — [Outcome summary]
- Next QBR: [Scheduled / Overdue]
- Executive sponsor: [Active / Passive / Vacant]
- Champion: [Name, role, strength: strong / moderate / weak]
- Assessment: [1–2 sentences]
Outcomes — [Score]/5
- Customer's stated goals: [List 2–3 goals from onboarding or last QBR]
- Progress against goals: [On track / Partial / Off track]
- Evidence of value: [Metric or quote that demonstrates ROI]
- Assessment: [1–2 sentences]
Support Health — [Score]/5
- Open tickets: [N] (priority breakdown: P1: X, P2: X, P3: X)
- CSAT / NPS: [Score] (benchmark: >8 CSAT / >30 NPS = healthy)
- Unresolved escalations: [Yes / No — details if yes]
- Ticket trend (last 90 days): Increasing / Stable / Decreasing
- Assessment: [1–2 sentences]
Commercial — [Score]/5
- Seats licensed: [N] | Seats active: [N] ([X]% utilisation)
- Payment history: [On time / Late — details]
- Expansion signals: [Yes — describe / No]
- Downgrade or cancellation signals: [Yes — describe / No]
- Assessment: [1–2 sentences]
Top Risks
| Risk |
Severity |
Mitigation |
| [Risk description] |
High / Medium / Low |
[Specific action to mitigate] |
Recommended Actions
Immediate (this week):
- [Action — owner — deadline]
This month:
- [Action — owner — deadline]
Before renewal:
- [Action — owner — deadline]
Renewal Forecast
| Scenario |
Probability |
ARR at risk |
| Full renewal at current ARR |
[X]% |
£/$/€0 |
| Renewal with contraction |
[X]% |
£/$/€[X] |
| Churn |
[X]% |
£/$/€[full ARR] |
Recommended renewal play: [Expand / Hold / Save / Manage out]
Quality Checks
1---2name: cs-health-scorecard3description: Build a customer health scorecard for a specific account. Use when asked to score account health, assess renewal risk, build a health dashboard, or evaluate an account's likelihood to renew or expand. Produces a structured health scorecard with a RAG status, dimension scores, key risks, and recommended actions.4---5
6# Customer Health Scorecard Skill
7
8Produce a structured, data-driven health scorecard for a customer account — giving the CSM and leadership a clear view of renewal risk, expansion potential, and the actions needed to move the account in the right direction.
9
10## Required Inputs
11
12Ask for these if not already provided:
13- **Account name** and tier (enterprise / mid-market / SMB)
14- **Contract value** (ARR) and **renewal date**
15- **Product usage data** — logins, DAU/MAU ratio, key feature adoption
16- **Support data** — open tickets, CSAT or NPS score, recent escalations
17- **Engagement data** — last QBR date, executive sponsor status, champion name
18- **Commercial data** — payment history, expansion conversations, seats used vs. licensed
19- **Any known risks or recent changes** at the account
20
21## Scoring Framework
22
23Score each dimension 1–5. Weight as shown. Calculate weighted total out of 100.
24
25| Dimension | Weight | What to Score |
26|---|---|---|
27| **Product Adoption** | 30% | DAU/MAU ratio, breadth of features used, power users identified |
28| **Engagement** | 20% | QBR cadence, executive sponsor active, champion strength |
29| **Outcomes** | 20% | Customer hitting their stated goals / success metrics |
30| **Support Health** | 15% | Ticket volume trend, unresolved escalations, CSAT |
31| **Commercial** | 15% | On-time payments, seats utilised, expansion signals |
32
33**Score → RAG conversion:**
34- 80–100: Green (healthy, renew likely)
35- 60–79: Amber (at risk, needs attention)
36- 0–59: Red (high churn risk, escalate)
37
38## Output Format
39
40---
41
42# Customer Health Scorecard: [Account Name]
43
44**CSM:** [Name] | **Tier:** [Enterprise / Mid-Market / SMB]
45**ARR:** £/$/€[X] | **Renewal date:** [Date] | **Days to renewal:** [N]
46**Overall health:** [Green / Amber / Red] — [Score]/100
47**Last updated:** [Date]
48
49---
50
51## Health Score Summary
52
53| Dimension | Score (1–5) | Weight | Weighted Score | Trend |
54|---|---|---|---|---|
55| Product Adoption | [1–5] | 30% | [X] | ↑ / → / ↓ |
56| Engagement | [1–5] | 20% | [X] | ↑ / → / ↓ |
57| Outcomes | [1–5] | 20% | [X] | ↑ / → / ↓ |
58| Support Health | [1–5] | 15% | [X] | ↑ / → / ↓ |
59| Commercial | [1–5] | 15% | [X] | ↑ / → / ↓ |
60| **Total** | — | 100% | **[X]/100** | |
61
62---
63
64## Dimension Detail
65
66### Product Adoption — [Score]/5
67- **DAU/MAU ratio:** [X]% (benchmark: >25% = healthy)
68- **Key features adopted:** [List features in use]
69- **Features not adopted:** [List unused high-value features]
70- **Power users identified:** [Yes / No — how many]
71- **Assessment:** [1–2 sentences on adoption health]
72
73### Engagement — [Score]/5
74- **Last QBR:** [Date] — [Outcome summary]
75- **Next QBR:** [Scheduled / Overdue]
76- **Executive sponsor:** [Active / Passive / Vacant]
77- **Champion:** [Name, role, strength: strong / moderate / weak]
78- **Assessment:** [1–2 sentences]
79
80### Outcomes — [Score]/5
81- **Customer's stated goals:** [List 2–3 goals from onboarding or last QBR]
82- **Progress against goals:** [On track / Partial / Off track]
83- **Evidence of value:** [Metric or quote that demonstrates ROI]
84- **Assessment:** [1–2 sentences]
85
86### Support Health — [Score]/5
87- **Open tickets:** [N] (priority breakdown: P1: X, P2: X, P3: X)
88- **CSAT / NPS:** [Score] (benchmark: >8 CSAT / >30 NPS = healthy)
89- **Unresolved escalations:** [Yes / No — details if yes]
90- **Ticket trend (last 90 days):** Increasing / Stable / Decreasing
91- **Assessment:** [1–2 sentences]
92
93### Commercial — [Score]/5
94- **Seats licensed:** [N] | **Seats active:** [N] ([X]% utilisation)
95- **Payment history:** [On time / Late — details]
96- **Expansion signals:** [Yes — describe / No]
97- **Downgrade or cancellation signals:** [Yes — describe / No]
98- **Assessment:** [1–2 sentences]
99
100---
101
102## Top Risks
103
104| Risk | Severity | Mitigation |
105|---|---|---|
106| [Risk description] | High / Medium / Low | [Specific action to mitigate] |
107
108---
109
110## Recommended Actions
111
112**Immediate (this week):**
1131. [Action — owner — deadline]
114
115**This month:**
1161. [Action — owner — deadline]
117
118**Before renewal:**
1191. [Action — owner — deadline]
120
121---
122
123## Renewal Forecast
124
125| Scenario | Probability | ARR at risk |
126|---|---|---|
127| Full renewal at current ARR | [X]% | £/$/€0 |
128| Renewal with contraction | [X]% | £/$/€[X] |
129| Churn | [X]% | £/$/€[full ARR] |
130
131**Recommended renewal play:** [Expand / Hold / Save / Manage out]
132
133---
134
135## Quality Checks
136
137- [ ] Score is based on data, not gut feel — each dimension has evidence
138- [ ] Risks are specific (not "low engagement" — something like "executive sponsor left in March, no replacement identified")
139- [ ] Actions have owners and deadlines
140- [ ] Renewal probability is calibrated against pipeline reality
141- [ ] Trend arrows reflect direction of change vs. last scorecard, not just current state
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