---
schema_version: "1"
id: 16c48c9bee0cca7db956a8a463f396418251b9e848f0fe8e8e28281bc6041717
title: Customer Health Score (CHS)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score_work_metrics_chs.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score_work_metrics_chs.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bb0b6bbb03d9c1f6c19241d1bc489a8cb203f85506a4edb8ecc5fe06f52e967f
description: Integrates usage, adoption, and support signals to reflect the overall vitality of the customer relationship. It aggregates adoption, support, and relationship signals to predict renewal likelihood, blending behavioral and operational data to quantify customer dependence and value.
products:
  - Cross Cloud
release: "264"
---
# Customer Health Score (CHS)

Integrates usage, adoption, and support signals to reflect the overall vitality of the customer relationship. It aggregates adoption, support, and relationship signals to predict renewal likelihood, blending behavioral and operational data to quantify customer dependence and value.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_learn_requirements.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce editions, products, and licenses required for CSI Score.">View supported editions</a></td></tr></tbody></table>

## CHS Use Cases

- To predict renewal outcomes by assessing the combined impact of support cases and product adoption.
- To identify at-risk revenue where poor support experiences such as low fix rates are dragging down account health.
- To launch proactive success interventions when the health score drops below a defined threshold.

## CHS KPIs

![CHS KPIs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/csi_score/images/csi_score_metric_chs.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d3049e88">KPIs</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d3049e91">KPI Purpose</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e88 ">Customer Health Score (CHS) by Cloud</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e91 ">
              <p>Isolates account health by the department to reveal exactly which business unit
                such as sales, service, or revenue is destabilizing the relationship.</p>
              <p style="margin-bottom:0;">It prevents
                average scores from hiding specific functional failures, enabling targeted
                remediation where the customer is struggling most.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e88 ">Open Support Cases</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e91 ">
              <p>Tracks the volume of unresolved customer issues to serve as a leading indicator
                of relationship friction.</p>
              <p style="margin-bottom:0;">A rising count signals deteriorating trust and potential
                churn risk, prompting immediate service intervention before the relationship
                becomes unsalvageable.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e88 ">Ratio: Total Cases Closed vs. Created</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e91 ">
              <p>Measures the velocity of support resolution relative to incoming demand,
                identifying if support teams are falling behind or keeping up.</p>
              <p style="margin-bottom:0;">A low ratio
                indicates a growing backlog that threatens long-term customer confidence,
                signaling a need for increased capacity or efficiency.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e88 ">First Time Fix Rate (FTFR)</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e91 ">Measures service quality by tracking the percentage of issues resolved on the
              first interaction, directly influencing customer trust. High FTFR reduces customer
              effort and frustration, acting as a stabilizer for overall account health and a
              driver of renewal.</td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e88 ">Work Order Volume </td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e91 ">
              <p>Gauges the level of operational dependency and activity a customer has with
                your services.</p>
              <p style="margin-bottom:0;">Significant fluctuations can signal either upsell potential or
                disengagement, alerting account managers to changing customer needs.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e88 ">Revenue at Risk (RAR)</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e91 ">
              <p>Connects health scores directly to financial outcomes by quantifying the
                specific revenue tied to accounts showing distress signals.</p>
              <p style="margin-bottom:0;">It helps leaders
                prioritize interventions based on potential financial loss rather than just
                sentiment, ensuring high-value accounts are protected.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e88 ">Total Complaints Raised</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e91 ">
              <p>Accumulates distinct negative feedback events to act as a definitive "red flag"
                for immediate churn risk.</p>
              <p style="margin-bottom:0;">It cuts through other noise to highlight customers who
                have explicitly expressed dissatisfaction, requiring urgent executive attention to
                resolve.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e88 ">Account Watchlist</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e91 ">
              <p>Aggregates accounts with a deteriorating overall health profile driven by a mix
                of high support volume, complaints, and low sentiment.</p>
              <p style="margin-bottom:0;">It identifies customers who
                are structurally unhealthy and require a holistic get-well plan to prevent
                non-renewal.</p>
            </td>

          </tr>
        </tbody>
      </table>