customer-health-scorecard

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Create customer health scorecard assessing account status across engagement, adoption, and satisfaction. Activate when: "customer health", "health score", "account health", customer status assessment, churn risk, renewal readiness Do NOT activate for: value realization reports (/value-realization-report), customer value trace validation (/customer-value-trace), onboarding playbooks (/onboarding-playbook)

yohayetsion By yohayetsion schedule Updated 4/16/2026
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name: customer-health-scorecard description: 'Create customer health scorecard assessing account status across engagement, adoption, and satisfaction. Activate when: "customer health", "health score", "account health", customer status assessment, churn risk, renewal readiness Do NOT activate for: value realization reports (/value-realization-report), customer value trace validation (/customer-value-trace), onboarding playbooks (/onboarding-playbook)' argument-hint: '[customer name or segment] or [update path/to/scorecard.md]' user-invocable: true metadata: author: Product Org OS version: 3.0.0 category: customer-success skill_type: task-capability owner: value-realization primary_consumers: - value-realization - cs-dir - cs-ops - csm - onboarding-csm - support-lead - bi-engineer secondary_consumers: - vp-product - pm - data-analyst - revenue-analyst - account-exec

Document Intelligence

This skill supports three modes: Create, Update, and Find.

Mode Detection

Signal Mode Confidence
"update", "revise", "refresh" in input UPDATE 100%
File path provided (@path/to/scorecard.md) UPDATE 100%
"create", "new", "draft" in input CREATE 100%
"find", "search", "list scorecards" FIND 100%
"the scorecard", "[Customer] health" UPDATE 85%
Just customer name/segment CREATE 60%

Threshold: ≥85% auto-proceed | 70-84% state assumption | <70% ask user

Mode Behaviors

CREATE: Generate complete new health scorecard using template below.

UPDATE:

  1. Read existing scorecard (search if path not provided)
  2. Preserve structure, update metrics with new data
  3. Add new month to Historical Trend
  4. Recalculate health scores
  5. Show diff summary: "Updated scores. Previous: X/100 → Current: Y/100."

FIND:

  1. Search paths below for health scorecards
  2. Present results: customer, current score, last updated
  3. Ask: "Update one of these, or create new?"

Search Locations for Health Scorecards

  • customers/
  • health/
  • customer-success/
  • accounts/

Create a Customer Health Scorecard for the specified customer or segment.

Vision to Value Phase

Phase 5: Business & Customer Outcomes - This skill tracks customer health indicators.

Methodology

This skill uses Google's HEART framework as the primary measurement structure, extended with B2B account health indicators. HEART provides five user-centered dimensions, each defined through the Goals → Signals → Metrics (GSM) process.

HEART Dimensions

Dimension What It Measures Example Signals
Happiness Subjective satisfaction, perceived ease of use NPS, CSAT, SUS scores, sentiment
Engagement Depth and frequency of interaction Session frequency, actions per session, DAU/MAU
Adoption New users/features gaining traction New signups, feature adoption rate, use case expansion
Retention Users/accounts returning over time Churn rate, renewal rate, logo retention
Task Success Efficiency and effectiveness of core tasks Task completion rate, time-on-task, error rate

Goals → Signals → Metrics (GSM) Process

Before scoring, define GSM for each dimension relevant to this customer/product:

Dimension Goal Signal Metric
Happiness [What satisfaction looks like] [Observable user behavior] [Quantified measure]
Engagement [What good engagement looks like] [Observable user behavior] [Quantified measure]
Adoption [What adoption success looks like] [Observable user behavior] [Quantified measure]
Retention [What retention success looks like] [Observable user behavior] [Quantified measure]
Task Success [What effective usage looks like] [Observable user behavior] [Quantified measure]

Output Structure

1. Overall Health Score

Score: X/100 [🟢 Healthy / 🟡 At Risk / 🔴 Critical]

Component Weight Score Weighted Score
Happiness (HEART-H) X% X/100 X
Engagement (HEART-E) X% X/100 X
Adoption (HEART-A) X% X/100 X
Retention (HEART-R) X% X/100 X
Task Success (HEART-T) X% X/100 X
Relationship (B2B) X% X/100 X
Total 100% X/100

2. Happiness Metrics (HEART-H)

Metric Current Target Trend Score
NPS score X X ↑/↓/→ X/100
CSAT X% X% ↑/↓/→ X/100
Perceived ease of use X/10 X/10 ↑/↓/→ X/100
Sentiment (support/feedback) Pos/Neu/Neg Positive ↑/↓/→ X/100

3. Engagement Metrics (HEART-E)

Metric Current Target Trend Score
DAU/MAU X% X% ↑/↓/→ X/100
Session frequency X/week X/week ↑/↓/→ X/100
Session duration X min X min ↑/↓/→ X/100
Actions per session X X ↑/↓/→ X/100
Feature usage breadth X% X% ↑/↓/→ X/100

4. Adoption Metrics (HEART-A)

Metric Current Target Trend Score
Activated users X% X% ↑/↓/→ X/100
Use cases live X/X X/X ↑/↓/→ X/100
Feature adoption rate X% X% ↑/↓/→ X/100
Integration depth X X ↑/↓/→ X/100
Admin engagement X X ↑/↓/→ X/100

5. Retention Metrics (HEART-R)

Metric Current Target Trend Score
Logo retention X% X% ↑/↓/→ X/100
Net revenue retention X% X% ↑/↓/→ X/100
User churn rate X% X% ↑/↓/→ X/100
Renewal rate X% X% ↑/↓/→ X/100

6. Task Success Metrics (HEART-T)

Metric Current Target Trend Score
Core task completion rate X% X% ↑/↓/→ X/100
Time-on-task (key workflows) X min X min ↑/↓/→ X/100
Error rate X% X% ↑/↓/→ X/100
Support tickets per task X X ↑/↓/→ X/100

7. Relationship Metrics (B2B Extension)

Metric Current Trend Score
Executive sponsor engaged Yes/No - X/100
Champion identified Yes/No - X/100
QBR participation X% ↑/↓/→ X/100
Escalation frequency X/quarter ↑/↓/→ X/100

8. Expansion Signals

Signal Status Implication
Approaching usage limits 🟢/🟡/🔴 [Opportunity/Risk]
New use case interest 🟢/🟡/🔴 [Opportunity/Risk]
Team growth 🟢/🟡/🔴 [Opportunity/Risk]
Contract renewal approaching 🟢/🟡/🔴 [Opportunity/Risk]

9. Churn Risk Indicators

Indicator Status Impact Action
Usage decline (HEART-E drop) 🟢/🟡/🔴 High/Med/Low [Action]
Champion departure 🟢/🟡/🔴 High/Med/Low [Action]
Task success degradation (HEART-T drop) 🟢/🟡/🔴 High/Med/Low [Action]
Happiness decline (HEART-H drop) 🟢/🟡/🔴 High/Med/Low [Action]
Competitive evaluation 🟢/🟡/🔴 High/Med/Low [Action]

10. Action Recommendations

Immediate (This Week):

Action HEART Dimension Owner Due Date
[Action] [H/E/A/R/T] [Owner] [Date]

This Month:

Action HEART Dimension Owner Due Date
[Action] [H/E/A/R/T] [Owner] [Date]

11. Historical Trend

Month Health Score HEART Breakdown (H/E/A/R/T) Key Events
[Month -3] X/100 X/X/X/X/X [Events]
[Month -2] X/100 X/X/X/X/X [Events]
[Month -1] X/100 X/X/X/X/X [Events]
Current X/100 X/X/X/X/X [Events]

Instructions

  1. Start with GSM — define Goals, Signals, Metrics for each HEART dimension before scoring
  2. Ask about specific customer if not specified
  3. Reference any customer data provided via @file syntax
  4. Not all HEART dimensions apply equally — weight by product type:
    • B2C high-frequency: Weight Engagement + Retention highest
    • B2B enterprise: Weight Task Success + Happiness + Relationship highest
    • Growth-stage: Weight Adoption + Engagement highest
  5. Include both leading indicators (Engagement, Task Success) and lagging indicators (Retention, Happiness)
  6. Provide specific, actionable recommendations tied to HEART dimensions
  7. Save as markdown file
  8. Offer to create presentation version using /present
Install via CLI
npx skills add https://github.com/yohayetsion/product-org-os --skill customer-health-scorecard
Repository Details
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