Customer health scoring is how your customer success team decides who to call first. Without it, CS reps either work from gut feel or call the loudest customers — neither of which is optimal. A health dashboard in Google Sheets gives you a structured, data-driven view of which accounts are at risk before they churn.
The Health Score Model
A health score combines multiple signals into a single number. Common signals and typical weights:
- Product usage (logins, key feature adoption): 40%
- Support ticket volume and recency: 20%
- NPS or CSAT score: 20%
- Contract renewal date proximity: 10%
- Expansion activity (upsells, added seats): 10%
The weights are judgment calls — adjust them based on what actually predicts churn in your business.
Building the Score
For each customer, score each signal on a 0-100 scale, then apply weights. Usage score example — if a customer logs in 20+ times per month, score 100. 10-19 logins, score 70. 5-9 logins, score 40. Under 5, score 10.
Create a lookup table for each signal's scoring thresholds. Then use IFS to score each customer:
=IFS(B2>=20, 100, B2>=10, 70, B2>=5, 40, TRUE, 10)
Where B2 is monthly logins. Do this for each signal. The weighted health score:
=C2*0.4+D2*0.2+E2*0.2+F2*0.1+G2*0.1
Where C through G are the individual signal scores.
Risk Classification
Add a Risk column based on the health score:
=IFS(H2>=75, "Healthy", H2>=50, "At Risk", TRUE, "Critical")
Apply conditional formatting: green for Healthy, amber for At Risk, red for Critical.
Prioritized CS Worklist
Sort by health score ascending (lowest first) and filter to accounts that are At Risk or Critical. This is your CS team's call list. Add a Next Action column and Last Touch date so reps can log what they're doing.
The Easy Way: Using SheetXAI in Google Sheets
Example 1: You have customer usage and support data already in the sheet.
"I have a customer list on Sheet 1 with monthly logins, support tickets, NPS scores, and renewal dates. Build a customer health dashboard that scores each account, classifies them as Healthy, At Risk, or Critical, and sorts by risk level."
SheetXAI reads your data, builds the scoring model, classifies accounts, and formats the dashboard.
Example 2: Your data lives across your CRM and product analytics tools.
"Pull customer usage data from our product database and support tickets from Zendesk. Build a customer health dashboard with a weighted health score and a prioritized at-risk list for the CS team."
SheetXAI connects to both sources and builds the full health dashboard.
Try SheetXAI free and see what it builds for you.
Published May 2026. See also: How to Analyze Customer Churn in Google Sheets, How to Build a KPI Dashboard in Google Sheets, and Google Sheets AI Guide.
