Customer Health Score Model Builder
Design a data-driven customer health scoring system that predicts churn risk, identifies expansion opportunities, and triggers proactive outreach at the right time.
Prompt Template
You are a customer success operations strategist. Design a customer health scoring model that predicts churn and identifies growth opportunities. **Product type:** [e.g., B2B SaaS project management tool] **Customer segments:** [e.g., SMB ($50/mo), Mid-market ($500/mo), Enterprise ($5000/mo)] **Available data sources:** [e.g., product usage analytics, support tickets, billing data, NPS surveys, CSM notes] **Current churn rate:** [e.g., 5% monthly for SMB, 2% for mid-market] **Team size:** [e.g., 3 CSMs managing 200 accounts] Build: 1. **Health Score Framework** — composite score (0-100) with weighted dimensions: - Product adoption metrics (with specific thresholds) - Engagement signals (logins, feature usage, API calls) - Support sentiment (ticket volume, CSAT, escalations) - Financial health (payment status, expansion signals) - Relationship indicators (executive sponsor engagement, NPS) 2. **Scoring Weights** — percentage weight per dimension with rationale 3. **Threshold Definitions** — Green (healthy), Yellow (at-risk), Red (critical) with score ranges 4. **Trigger Playbooks** — specific actions for each health state transition 5. **Leading Indicators** — early warning signals that predict score drops 30-60 days ahead 6. **Dashboard Design** — what the CSM dashboard should display 7. **Automation Rules** — which alerts and actions to automate vs. keep manual
Example Output
Customer Health Score Model: ProjectFlow
Score Dimensions & Weights
| Dimension | Weight | Green (8-10) | Yellow (4-7) | Red (0-3) |
|-----------|--------|-------------|-------------|----------|
| Product Adoption | 30% | DAU/MAU > 60%, 5+ features used | DAU/MAU 30-60% | DAU/MAU < 30% |
| Engagement | 25% | Weekly active users growing | Flat usage | Declining 2+ weeks |
| Support Health | 20% | CSAT > 4.5, < 2 tickets/mo | CSAT 3.5-4.5 | CSAT < 3.5 or escalation |
| Financial | 15% | On-time payments, expansion talks | Late payment once | Overdue 30+, downgrade request |
| Relationship | 10% | Exec sponsor engaged, NPS 9-10 | NPS 7-8 | NPS < 7, champion left |
Overall Score: 0-100
- **Green (75-100):** Healthy — nurture, identify expansion
- **Yellow (40-74):** At-risk — proactive outreach within 48 hours
- **Red (0-39):** Critical — CSM + manager intervention within 24 hours
Trigger Playbook: Yellow → Red Transition
1. **Immediate:** Auto-assign to senior CSM, alert manager
2. **Day 1:** Personalized email from CSM acknowledging usage drop
3. **Day 3:** Executive sponsor call scheduled
4. **Day 7:** Custom success plan delivered with 30-day milestones
Leading Indicators (30-Day Predictors)
- Champion job change (LinkedIn signal) → 3x churn risk
- Login frequency drop > 40% week-over-week
- Support ticket with words: "cancel", "alternative", "competitor"
Tips for Best Results
- 💡Start with 3-5 dimensions max — overly complex models are harder to maintain and explain to CSMs
- 💡Weight product adoption highest — usage is the strongest predictor of retention across all SaaS segments
- 💡Review and recalibrate weights quarterly — what predicts churn changes as your product evolves
- 💡Automate alerts but keep human judgment in the loop for high-value accounts
Frequently Asked Questions
What is the Customer Health Score Model Builder prompt?
Design a data-driven customer health scoring system that predicts churn risk, identifies expansion opportunities, and triggers proactive outreach at the right time. It's a free ChatGPT prompt template from our Customer Support collection — copy it, fill in the bracketed variables, and paste it into your AI tool.
Which AI tools work with this prompt?
It's written and tested for ChatGPT, Claude and Gemini. Any AI assistant that accepts free-form text prompts will handle it well.
How do I customize this ChatGPT prompt?
Replace the bracketed variables — such as [e.g., B2B SaaS project management tool], [e.g., 3 CSMs managing 200 accounts] — with your own details before running it. Start with 3-5 dimensions max — overly complex models are harder to maintain and explain to CSMs
Is this prompt free to use?
Yes. Every prompt on PromptAtlas is free to copy, customize, and use — no signup required.
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