In today’s episode of Customer Success Simplified, Austin guide's you through the essential process of creating a customer health score using four key metrics:

1. Product Setup
2. Product Usage Rate
3. Net Promoter Score (NPS)
4. CSM Pulse

Think of this as a “check-up” for your customers! These metrics are the vital signs, providing you with insights into customer health, predicting churn, and driving engagement.

🚀 What to expect in this episode:

• Learn how to track customer progress using Product Setup rates.
• Understand why measuring meaningful product usage matters more than logins.
• Discover the power of NPS and how to calculate it for actionable insights.
• Get the inside scoop on the CSM Pulse—a subjective but critical measure of account health.

Once you’ve gathered these metrics, Austin will show you how to:

• Standardize scores on a scale of 0-10 for simplicity.
• Apply weights to metrics based on their impact on customer retention (e.g., giving more importance to Product Usage if it’s predictive of churn).
• Track health scores over time to identify trends and act proactively.

🎯 By the end of this video, you’ll know exactly how to create an accurate, practical health score that reflects your customers’ experience and helps you take action before problems arise.

Want more tips? Read our full guide to creating customer health scores (with expert insights) below:
👉 www.vitally.io/post/how-to-create-a-customer-healt…

Visit the Vitally Academy to see how to create a customer health score in just a few simple steps using Vitally:
👉 www.vitally.io/academy/how-to-create-a-health-scor…

If you find this video helpful, don’t forget to like, comment, and subscribe for more insights on optimizing your customer success strategies. See you in the next episode!

Timestamps:

00:39 Choosing Your Four Metrics
00:55 Start With Product Setup
01:13 Next Is Product Usage Rate
01:45 Then Net Promoter Score (NPS)
02:14 Finally CSM Pulse
02:46 Weighting Your Four Metrics
03:23 What to Do With Your Health S