Definition
The breakdown of the active customer base across health score tiers, such as healthy, at-risk, and critical.
Formula
Count of customers per health tier / Total active customers x 100
How to measure
Score each customer using a composite of usage, support, and engagement signals, then group and report the base by tier.
Why track it
Tracking the shift in distribution over time shows whether proactive customer success efforts are actually moving accounts toward healthier tiers.
Example
A CS team finds the at-risk tier shrank from 18% to 11% of the base after launching proactive check-ins.
FAQ
- What is Customer Health Score Distribution?
- The breakdown of the active customer base across health score tiers, such as healthy, at-risk, and critical.
- How do you calculate Customer Health Score Distribution?
- Count of customers per health tier / Total active customers x 100
- Why track Customer Health Score Distribution?
- Tracking the shift in distribution over time shows whether proactive customer success efforts are actually moving accounts toward healthier tiers.