Clients almost never announce they are leaving. In a dataset of 5,666 online coaching clients, they drifted first and the cancellation landed weeks later. A health score is how you see the drift while there is still time to act. It is not a prediction model. It is a weekly number that tells the client success manager who to contact today.
What goes into the score?
| Signal | Weight | Threshold | Action when below |
|---|---|---|---|
| Call attendance, last 14 days | 25 | Attended at least one call | Missed-call SOP: message with recording and one question inside 24 hours |
| Check-in reply, last 7 days | 20 | Replied to the weekly check-in | Second contact on a second channel inside 48 hours |
| Milestone pace | 20 | On or ahead of the ladder for their week | Coach reviews the stuck milestone, client success manager sets a one-week action |
| Platform activity, last 7 days | 10 | Logged in or completed a lesson | Send the one lesson they need this week, not the module |
| Community participation, last 14 days | 10 | One post, reply or reaction | Tag them into a thread where they can help someone |
| Payment status | 10 | Current | Billing message from client success manager the same day, before any dunning email |
| Self-reported confidence, 1 to 5 | 5 | 3 or above in last check-in | Short call booked within the week |
Weights sum to 100. A client scores the full weight when the signal is above its threshold and zero when below. Simple on purpose. A score anyone on the team can compute by hand in ten minutes is worth more than a model nobody trusts.
What do the bands mean?
| Band | Score | What it usually means | Deadline to act |
|---|---|---|---|
| Green | 70 to 100 | Engaged and on pace. Log a milestone, ask for proof when one is hit. | None. Weekly check-in continues. |
| Amber | 40 to 69 | One or two signals gone. Usually a missed call plus a quiet check-in. | Contact inside 48 hours |
| Red | Below 40 | Drifting. Typically no call, no reply, behind on milestones. | Contact inside 24 hours, escalate to coach if no reply in 48 |
Why these weights?
Attendance and check-in replies carry 45 of the 100 points because they are the two signals a client controls directly and the two that vanish first. Milestone pace carries 20 because a client who is on pace but silent is usually fine, and a client who is chatty but stalled usually is not. Activity and community are lower because they are noisy. Payment is a hard signal but a late one. Confidence is self-reported and small, but a 1 or a 2 in a check-in is the earliest warning there is.
How do you run it week to week?
- Fixed day. Every client scored on the same day each week by the client success manager.
- Sort by score. Red first, then amber, then green with a milestone due.
- Act inside the deadline and log the contact and the reply, or the non-reply.
- Take the red list and the week-over-week movers to the weekly review.
- Every four weeks, check the score against outcomes. Did the clients who left score red first? If not, the weights are wrong for your program. Change them.
Where do health scores go wrong?
- Scoring without acting. The score is a to-do list. If red clients are not contacted inside 24 hours, stop scoring and fix the SOP.
- Too many signals. Twelve inputs feel rigorous and get skipped by week three.
- Activity as the main signal. Logins measure logging in. Attendance and replies measure the relationship.
- Score shown to the client. It is an operating number, not a grade.
- No owner. A score the founder computes when they remember is not a score.
In our engagements the score is the engine behind everything else on the dashboard. It is what lets three client success staff hold 600 to 800 clients: each person opens the week with a sorted list of who needs them, instead of a roster of names.
Acquisition Ace: 600 to 800 active clients run on three full-time client success staff with a weekly health score, 2025 to 2026. Diego also builds Ben Kelly's website. Results depend on the program, the price point and where retention starts. Figures are from named engagements, not a guarantee. How we handle claims.
