Product-org-os customer-health-scorecard
'Create customer health scorecard assessing account status across engagement, adoption, and satisfaction. Activate when: "customer health", "health score", "account health", customer status
install
source · Clone the upstream repo
git clone https://github.com/yohayetsion/product-org-os
Claude Code · Install into ~/.claude/skills/
T=$(mktemp -d) && git clone --depth=1 https://github.com/yohayetsion/product-org-os "$T" && mkdir -p ~/.claude/skills && cp -r "$T/skills/customer-health-scorecard" ~/.claude/skills/yohayetsion-product-org-os-customer-health-scorecard && rm -rf "$T"
manifest:
skills/customer-health-scorecard/SKILL.mdsource content
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 ( | 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:
- Read existing scorecard (search if path not provided)
- Preserve structure, update metrics with new data
- Add new month to Historical Trend
- Recalculate health scores
- Show diff summary: "Updated scores. Previous: X/100 → Current: Y/100."
FIND:
- Search paths below for health scorecards
- Present results: customer, current score, last updated
- 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
<!-- Source: Google HEART Framework — Kerry Rodden, Hilary Hutchinson, Xin Fu (2010) "Measuring the User Experience on a Large Scale: User-Centered Metrics for Web Applications" Published at CHI 2010. Developed at Google to provide user-centered metrics at scale. Framework: 5 dimensions (Happiness, Engagement, Adoption, Retention, Task Success), each decomposed via Goals → Signals → Metrics (GSM process). -->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
<!-- Source: Google HEART — the 5 dimensions with GSM decomposition -->| 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
<!-- Source: Google HEART — GSM is the process for turning dimensions into measurable metrics. Goals = what you want to achieve; Signals = user behaviors indicating progress; Metrics = quantifiable measures of those signals. -->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]
<!-- Source: Composite scoring structure extends Google HEART with B2B relationship layer. HEART covers user-level health; Relationship covers account-level health. -->| 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)
<!-- Source: Google HEART "Happiness" dimension — subjective attitudes, satisfaction, perceived usability -->| 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)
<!-- Source: Google HEART "Engagement" dimension — depth and frequency of user interaction -->| 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)
<!-- Source: Google HEART "Adoption" dimension — new users and new use cases gaining traction -->| 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)
<!-- Source: Google HEART "Retention" dimension — rate at which users/accounts return over time -->| 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)
<!-- Source: Google HEART "Task Success" dimension — efficiency and effectiveness of key user tasks. Measures whether users can accomplish what they came to do. -->| 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
- Start with GSM — define Goals, Signals, Metrics for each HEART dimension before scoring
- Ask about specific customer if not specified
- Reference any customer data provided via @file syntax
- 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
- Include both leading indicators (Engagement, Task Success) and lagging indicators (Retention, Happiness)
- Provide specific, actionable recommendations tied to HEART dimensions
- Save as markdown file
- Offer to create presentation version using /present