By the time a client complains,
the decision to leave is often already made
A Customer Health Score turns scattered signals: satisfaction, engagement, delivery stability, and risk - into one number with a color and an action. Green, yellow, red, updated weekly. We install the CHS framework so your team sees churn risk and expansion readiness early enough to act, instead of finding out when the cancellation email lands.
WHY PROJECT HEALTH MATTERS
Health is the leading indicator of everything that follows
Client retention
Healthy projects reduce the risk of churn. Red accounts leave; green ones renew.
Growth enabler
Satisfied clients are open to upsell and referrals. Health is the precondition for expansion.
Brand reputation
Smooth delivery reinforces trust in the company – and trust compounds across accounts.
Delivery predictability
Proactive health management = fewer escalations and far more predictable delivery.
KNOW THE DIFFERENCE
What healthy looks like, and what decay looks like
Most teams can't name the symptoms until it's too late. These are the patterns we wire your team to spot.
Anatomy of a healthy project
- Shared goals & KPIs – AM, client, and delivery aligned on success metrics
- Stable team – clear ownership on both sides
- Transparent communication – a continuous feedback loop
- Predictable delivery – tracked milestones, velocity, blockers
- Positive feedback trend – CSAT, NPS, CHS tracked and acted on
Symptoms of poor health
- Communication breakdown – client goes silent mid-project
- Scope misalignment – delivery vs. client expectations diverge
- Delays & turnover – low morale, frequent staff changes
- Low & sporadic CSAT – declining satisfaction, no improvement loop
- Escalation risk – no response plan or early detection in place
THE FRAMEWORK
CHS - four factors, one color
The Customer Health Score evaluates multiple factors to give a holistic, real-time view of client health - summarized as a simple Green / Yellow / Red rating on a dashboard.
Satisfaction Trends
Recent feedback, CSAT, and NPS scores. Is sentiment rising or sliding?
Engagement Quality
Frequency and quality of client interactions. Are they leaning in or going quiet?
Delivery Stability
Consistency in deliverables, velocity, and incident rate. Is delivery predictable?
Risk Indicators
Pending issues, unresolved claims, delivery delays – the red flags that predict churn.
The score, on a dashboard
GREEN – Healthy · open to growth
Upsell, ask for referrals, build the roadmap
YELLOW – Watch · intervene early
Address signals before they turn red
RED – At risk · recovery mode
No growth talk – fix first, then expand
The Customer Health Score evaluates multiple factors to give a holistic, real-time view of client health - summarized as a simple Green / Yellow / Red rating on a dashboard.
THE TWO KEY INPUTS
CSAT and NPS feed the score
Satisfaction and loyalty are tracked on their own cadence and roll up into the health picture. Different questions, different rhythms, different actions.
CSAT - Customer Satisfaction
Collected weekly, tracked on a 4-week rolling average. Internal (PM) + external (client 1-1) inputs, scored 1-5/1-10 with qualitative notes. Negative feedback spawns a tracked task.
Improvement
OK
Good
Excellent
NPS - Net Promoter Score
Measured quarterly: "how likely to recommend?" 0-10. Each band gets a different play - convert passives, mobilize promoters, rescue detractors.
Detractor
Passive
Promoter
NPS = % Promoters − % Detractors
Promoters (9-10)
Encourage testimonials and referrals – your warmest growth and advocacy channel.
Passives (7-8)
Engage proactively: “What can we do to improve the score?” Convert them into promoters through service enhancements.
Detractors (0-6)
Address immediately. Identify pain points, build a corrective action plan, and communicate progress.
HOW IT RUNS
A score is only useful if it triggers action
Update weekly or monthly – refresh CHS from feedback, project status, and internal assessments. A stale score is a useless one.
Sync the signals – pull from project syncs, client 1-1s, PM feedback, and support volume into one centralized view.
Surface it in QBRs – bring CSAT/NPS into the room, show action taken, and use the delta to prove recovery. See QBR Framework →
Act on color – green opens growth conversations; yellow triggers early intervention; red triggers recovery, not a pitch.
Track the delta – feedback isn’t just a metric, it’s roadmap fuel. Use the CSAT/NPS movement to measure whether your interventions are working.
WHEN THE SCORE GOES RED
The risk-mitigation loop
A red score isn't a verdict - it's a trigger for a structured recovery. Detect, analyze, plan, communicate, validate, learn.
Detect
early via PM signals
Analyze
RCA with PM/DM/AM
Plan
CAPA + RACI roles
Communicate
share plan with client
Validate
retro + client confirm
Learn
log for reuse
WHAT WE BUILD
The full health system - installed and running
CHS Model & Dashboard
The four-factor score with Green/Yellow/Red thresholds, in a dashboard your whole team reads.
CSAT & NPS Cadence
Weekly CSAT with rolling average, quarterly NPS, with band-specific action plans wired in.
Alert & Action Workflow
Color changes that route at-risk and expansion-ready accounts to the right owner automatically.
Risk-Mitigation Loop
The Detect → Learn recovery process, with RCA, CAPA, and RACI so red accounts get rescued, not lost.
WHY IT MATTERS
A number you can act on beats a feeling you can’t
EXPLORE MORE
Related capabilities
Do you know which accounts are quietly going red?
Start with a Sales Audit. We'll assess how you track client health today and install a CHS system that catches risk, and surfaces expansion - before it shows up in revenue.
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