Customer Health Score Software for SaaS Teams
Customer health scores are essential for understanding which accounts are thriving and which need attention. Aoria provides a sophisticated health scoring system that goes beyond simple metrics to give you a true picture of customer health.
Unlike basic health scores that rely on a single metric, Aoria's customer health score combines multiple signals: product usage patterns, customer engagement, support activity, and qualitative assessments from your customer success managers.
How Aoria Calculates Customer Health Scores
Aoria uses a weighted model to calculate customer health scores from 0 to 100. The score combines four key signal groups:
Product Usage (35%)
Tracks usage trends including seat utilization, feature adoption, and activity changes over time.
Customer Engagement (20%)
Measures engagement patterns like login frequency, activity levels, and response to communications.
Support Activity (15%)
Analyzes support interactions including ticket volume, resolution times, and satisfaction metrics.
CSM Health Assessment (30%)
Incorporates qualitative insights from your team about relationship health, champion stability, and strategic fit.
From Health Scores to Action
Customer health scores are only valuable if they lead to action. Aoria categorizes accounts into Healthy (0-40), Medium Risk (40-70), and High Risk (70-100), making it easy to prioritize your team's efforts.
High-risk accounts are automatically flagged for attention and included in Revenue at Risk calculations, ensuring your customer success team focuses on the accounts that matter most.