Customer Health Scores
Understand customer health scores and how they are calculated
Customer Health Score
RevKeen automatically calculates a health score (0--100) for each customer based on their payment behaviour. The score helps you identify at-risk customers before they churn and prioritise outreach to accounts that need attention.
How the Score Works
The health score is a weighted composite of five components:
| Component | Weight | What it Measures |
|---|---|---|
| Punctuality | 30% | Ratio of invoices paid on time and average days late, including invoices that are overdue and still unpaid |
| Dunning | 25% | How deep a customer goes into dunning and whether they self-recover |
| Payment Failures | 20% | Failed transaction rate over the last 6 months, with extra penalty for hard declines and fraud flags |
| Tenure | 15% | How long the customer has been active, plus score trend over time |
| Method Health | 10% | For card customers, whether the default payment method is valid and not expiring soon. For Direct Debit customers, the status of their mandate |
Score Cap
Some problems are serious enough that a good record elsewhere should not hide them. A customer's score is capped at 59 (Needs Monitoring) when either of these is true:
- They have an unpaid invoice more than 30 days past its due date
- Their Direct Debit mandate has failed or been suspended
Risk Levels
Each customer is assigned a risk level based on their overall score:
| Score Range | Risk Level | Meaning |
|---|---|---|
| 80--100 | Excellent | Reliable payer, no action needed |
| 60--79 | Good | Generally healthy, minor issues possible |
| 40--59 | Needs Monitoring | Some payment problems -- consider proactive outreach |
| 0--39 | High Risk | Significant payment issues -- immediate attention recommended |
Where to View Health Scores
- Dashboard home -- The Customer Health summary card shows the average score across all customers and a breakdown by risk level. Its At Risk count is the High Risk level (below 40), the same customers as the At risk tab on the Customers page
- Customer list -- Each customer displays a colour-coded health score pill next to their name
- Customer detail -- The Health Score widget shows the overall score, risk level, trend direction, and a breakdown of all five component scores with a Recalculate button for on-demand updates
Recalculation Schedule
Health scores are automatically recalculated daily at 03:00 UTC for all customers with invoice history. You can also trigger an immediate recalculation for any individual customer from their detail page.
Trend Tracking
RevKeen tracks score changes over time and labels each customer with a trend:
- Improving -- Score increased by 5+ points since last calculation
- Stable -- Score within 5 points of last calculation
- Declining -- Score dropped by 5+ points since last calculation
Use the trend indicator to catch customers whose payment behaviour is deteriorating before they reach the high-risk threshold.
Related
- Customer Intelligence -- Narratives, payment-failure predictions and churn risk
- Customers -- Customer profiles, payment methods, and custom fields
- Dunning -- Automated payment recovery that feeds into health scores
- Customer Portal -- Self-service portal for customers
Owner: david · Reviewed 5 Oct 2026 · Next review 29 Dec 2026