Framework
The four pillars of a customer health score
The four groups of signals that make up a customer health score for SaaS: product usage, engagement with the vendor, commercial account data and qualitative voice of customer signals. Each pillar lists the signals teams usually track, from active seats and QBR attendance to renewal dates and interview sentiment. Use it to check that a health score model covers intent as well as behavior. Koji check-in interviews supply the qualitative pillar.
Where this appears
What's in this framework
- Product usage (behavioral): What customers do in the product: active seats, time to first value, core feature adoption, usage trend.
- Engagement (relational): How they engage with you: trained users, QBR attendance, update opens, events, support tickets.
- Commercial (account): Account data: NPS, CSAT and CES, days to renewal, invoice status, expansion signs, champion stability.
- Qualitative (voice of customer): What they tell you: interview sentiment, stated frustrations, competitor mentions, internal change.
Use this image
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<a href="https://www.koji.so/visuals/customer-health-score-four-pillars"><img src="https://www.koji.so/visuals/customer-health-score-four-pillars/customer-health-score-four-pillars.png" alt="Framework showing the four pillars of a SaaS customer health score: product usage, engagement, commercial and qualitative signals, with examples of each." width="1200" height="699" /></a>
<p>Source: <a href="https://www.koji.so/visuals/customer-health-score-four-pillars">The four pillars of a customer health score</a>, Koji</p>
